Customer Success Manager

Development of deep understanding of customer business requirements, industry challenges, and goals
Understanding of customer usage of iREMS to maximize adoption, provide best practice solutions, and ensure account retention and growth
Development and management of a portfolio of core customers with identification of expansion opportunities and closing upsells and renewals
Facilitation of customer onboarding and training
Leveraging internal business analytics tools to assess customer adoption and potential churn risk
Creation and implementation of customer success plans for at-risk customers
Provision of high-level support including monitoring support tickets and performing defined customer support activities
Participation in business backlog review to report problems and understand issues discovered
Acceleration of new user adoption through functional and conceptual instruction and continuous education on new feature enhancements
Representation of the customer internally and building strong working relationships with the product team to provide feedback and ensure customer success
Building trust through positive, concise, and empathetic responses to questions, concerns, and feedback with appropriate escalation
Recognition of customer trends and collaboration with internal teams on solutions to improve customer experience
Regular reporting to internal stakeholders on customer success metrics
Documentation of business relationships and internal performance reporting including keeping client project documentation up-to-date