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Client Success Manager

Computers/InternetPosted 19 days 18 hours 53 minutes ago. Viewed: 42 times.

Description

The Client Success Manager (CSM) position is a part of RightNows Field organization.  In this role you will assume joint responsibility with an Account Executive to maintain a high level of client satisfaction by guiding our clients to provide outstanding customer experiences, specifically with regard to their contact center operations.

You will act as a strategic advisor to develop long term partnerships with our clients to ensure that they remain successful by realizing the full value of their investment with us.  Ultimately, you will assist with maximum adoption of their current RightNow solution and identify product expansion opportunities.

A significant part of your role will be to serve as a client advocate, often functioning as a liaison between our clients and all internal RightNow teams (e.g. Professional Services, Customer Care, Product Development, Hosting, Accounting, and Product Management).  You will ensure that needs and/or requirements considered critical to the success of these clients are communicated and managed throughout the RightNow organization.

 

Essential Duties and Responsibilities

Following are a list of essential duties and responsibilities:

Deliver Results

• Conduct operational reviews
• Provide industry benchmarking to clients
• Ensure adoption of best practices
• Assist in production and delivery of quarterly business reviews
• Continually assess, document, and analyze client gains in efficiency and effectiveness  

Promote Solution Education

• Educate clients on the value they can generate from the power of their current RightNow solution
• Encourage clients to utilize appropriate RightNow education services (i.e., community forums, training, Professional Services engagements, user conferences, workshops, etc)

Act as Trusted Advisor, Advocate, and Liaison

• Facilitate relationships across various client teams, brands, and/or departments to further strengthen RightNows partnership with clients
• Be an expert on the clients RightNow deployment and the go-to person for their strategic business direction
• Monitor client issues and act as the high-level point of escalation for all client concerns  

Perform Account Management

• Contribute to the development of annual account plans and quarterly account reviews
• Proactively manage accounts by creating plans for upgrades, busy season spikes, and solution expansion or changes
• Work with Sales and Operations to formulate client-specific strategies to increase clients use of best practices and drive further adoption of RightNow products
• Understand and advocate a clients product roadmap needs to RightNows Product Management team
• Gather feedback from clients to drive requirements for future RightNow products and services
• Work with RightNows Marketing team to help design and execute industry/vertical specific marketing programs

Essential Knowledge, Skills, Abilities, and Background

Following are the essential knowledge, skills, abilities, and background:

• 3+ years experience implementing CRM applications and/or providing strategic advisory services and account management services
• Capable of building and maintaining strong relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
• Working knowledge of the following business areas:
  • Call Center/Customer Service
  • Business Analytics
  • Marketing Automation
  • Sales Force Automation
  • Service Cloud/Social Networks
• Ability to lead cross functional business and technical teams to provide timely issue resolution
• Ability to create and sell business cases to internal and client t...

Industry: Software
Discipline: Prof. Svcs/Consulting
Experience: 5 - 7 Years
Level: Manager
Compensation: $100K+
Company: RightNow

Contact information

Apply Online at TheLadders.com