Customer Success Manager

**Position Summary**:
**The Customer Success Manager** (CSM) is responsible for all customer business outcomes; technical and renewal related. The primary objective of this role will be to manage long-term relationships with customers. The CSM bridges the gap between sales and support and is responsible for the retention and optimization of customer relationships.

**Responsibilities**

**Service**:

- Act as the primary point of contact (POC) for client(s) with an understanding of the technical challenge and how to triage with the supporting DI teams
- Ensures that critical (business and technical) issues are responded to immediately and that they are resolved within the contractual guidelines
- Foster customer-focused teamwork among all functions at Data Intensity
- Accountable for account P&L management

**Account Management**
- Influence customer lifetime value through higher adoption of services, customer satisfaction, and overall health scores
- Establish and maintain regular governance meetings (in person as needed) with customer POC and stakeholders
- Lead quarterly executive business reviews for the assigned customer(s); lead internal executive meetings in preparation to ensure the message is tailored appropriately
- Provide monthly reporting, consolidating your recommendations and service information to provide a high level of value to our customer(s)
- Lead strategic account planning sessions internally; documenting actions in Customer 360
- Prepare account plans that clearly articulate how the clients will be grown and managed
- Ensure that the clients participate in semi-annual/annual client survey
- Engage in discussion w/ customer to understand business goals and objectives
- Map core processes and workflows to Data Intensity services in order to achieve perceived business value and ROI for customers
- Define operational and success metrics and operationalize them for each customer

**Account Growth**:

- Responsible for leading discussions with Sales & Management for revenue planning for each client
- Prepares various reports to account health and presents them to management
- Define, optimize, and lengthen the end-user lifecycle for our customers
- Help the sales process by identifying new business opportunities with the client(s)
- Drive contract renewals
- Drive organic growth by adding services or volume
- Identify areas of risk and take proactive steps to prevent customer turnover
- Identify opportunities for improvement in DI products, services, and processes

***Financial/Administrative**:

- Manage client P&L - defined as budget vs actuals on cost and revenue
- Manage billing adjustments and make sure that invoices are accurate
- Provide accurate forecasting for revenue and costs of existing accounts

***Requirements**
- Ability to act as consultant, advisor, customer advocate and project leader for our client programs
- Excellent organizational skills - Ability to prioritize, manage, and execute projects cross-functionally
- Technical aptitude to understand how our solutions work and how they work with customer business systems and processes
- Strong presentation and communication skills
- Strong learning curve and ability to analyze and produce useful metrics
- Deep understanding of root cause analysis, and a proven track record for triaging and organizing people to solve complex challenges.

**Education**:

- BS preferred

**Experience**:

- 10+ years of customer success management/technical account management, sales engineering, or professional services

This role may require access to customer environments as a means of providing the necessary support to resolve an issue or inquiries into performance-related issues, or for periodic maintenance and management of the systems. In some instances, these environments may contain Personally Identifiable Information (PII) (e.g., such as HIPAA-related Personal Health Information - PHI) and Payment Card Information (PCI). Personnel are expected to adhere to the highest standards of ethics and professionalism in protecting PII.