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Account Manager
REMOTE Wayne, MI 48184 US
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.