Customer Success Manager

Developing a deep understanding of customer business requirements, industry challenges, and goals
Gaining a strong understanding of customer usage of iREMS to maximize adoption, provide best practice solutions, and ensure account retention and growth
Developing and managing a portfolio of core customers, identifying new expansion opportunities and closing upsells and renewals
Facilitating customer onboarding and training
Leveraging internal business analytics tools to assess customer adoption and potential churn risk
Creating and implementing customer success plans for at-risk customers
Providing high-level support including monitoring support tickets and flagging anomalies
Performing defined customer support activities to improve customer relationships
Participating in business backlog review to report problems/bugs and understand issues discovered elsewhere
Accelerating new user adoption through functional and conceptual instruction and continuous education on new feature enhancements
Being the voice of the customer internally and building strong working relationships with the product team
Building trust by providing responses to questions, concerns, and feedback in a positive, concise, and empathetic manner
Recognizing customer trends and collaborating with internal teams on solutions to improve the customer experience
Reporting regularly to internal stakeholders on various customer success metrics
Documenting the business relationship and internal performance reporting, keeping client project documentation up-to-date