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Account Manager

Wayne, MI 48184

Posted: 09/20/2021 Employment Type: Direct Hire Industry: Other Area(s) Job Number: 23714

Job Description

Position Title: Customer Success Manager

Position Description: Protingent has an exciting direct hire opportunity with our client in Detroit, Michigan.

Job Requirements:
  • Work with customers to identify goals and key performance indicators that define program objectives 
  • Effectively build relationships with customers at all levels from operational owners to executive sponsors 
  • Develop long-term success plans, prioritize requests, and manage expectations to maintain a high degree of confidence and trust with customers 
  • Motivate customer adoption and expose opportunities to expand the company footprint 
  • Proactively identify at-risk users or teams and work with internal teams to define and execute mitigation strategies that secure retention 
  • Understand how to leverage resources to educate customers and provide relevant adoption, best practices and technical recommendations on solutions and enhancements that support customer needs 
  • Provide timely status updates and communication to customers on outstanding issues, requests, and escalations 
  • Conduct regular business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide strategic recommendations 
  • Create advocates by ensuring that customers achieve desired outcomes while maintaining strong relationships 
  • Ensure internal alignment on account growth strategy by partnering with the Sales team and others to execute on plans that drive expansion 
  • Provide internal insights and advocate for product enhancements that will deliver the highest ROI for the company and our customers 
  • Develop relevant product templates for workflow designs  

Job Qualifications:
  • 5-7 years of experience in a customer-facing implementation role, customer success or account management 
  • Previous experience developing strategies on assigned accounts with a SaaS company 
  • Demonstrated ability to drive adoption and promote new use cases with positive traction 
  • Ability to translate tactical data points into impact on strategic program objectives 
  • Ability to solve difficult issues with little supervision 
  • Ability to effectively deliver difficult conversations with positive outcomes 
  • Ability to work with and influence executive leadership within the customer base 
  • Very strong communication, presentation, and facilitation skills 
  • Ability to travel with up to 10% off-site, with the rest of the time supporting local customers 

About Protingent: Protingent is a niche provider of top Engineering and IT talent to Software, Electronics, Medical Device, Telecom and Aerospace companies nationwide. Protingent exists to make a positive impact and contribution to the lives of others as well as our community by providing relevant, rewarding and exciting work opportunities for our candidates.

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