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Solution Customer Success Manager

Job ID: 25-10105
Job Title: Solution Customer Success Manager
Location: Lehi, UT (Open to remote candidates within US)
Duration: 4 months.
Contract Type: W2 only
Pay Rate: $54.37/Hour
 
Role Mandate
  • The Solution Customer Success Manager will be responsible for both customer-facing project work supporting Value and Adoption of Client’s products, as well as internal team project management supporting numerous workstreams driving program growth and ongoing support. You will use strong executive presence and solid project management skills, and have a deep understanding of digital marketing, applying diverse sources of information, especially business trends and metrics, towards innovative customer experiences and program management. 
 
Responsibilities include:
  • Accountable for leading Value Realization project work with Customers, inclusive of all aspects of project work (planning, delivery and follow-up , focused on documenting value attainment/measurable impact).
  • Act as the central point of contact throughout each individual project, defining measurable short-term engagement plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all level.
  • Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align and track customer business goals.
  • Drive adoption of products using playbooks to drive incremental value to the customer.
  • Be the voice of the customer internally at client & sharing strategic use-cases, process improvements and asks back into the internal ecosystem.
  • Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customer’s success.
  • Support Program Governance/Management & partner with leadership team to ensure program goals and initiatives are documented, workstreams are on track, and deliverables are documented and logged in requisite repositories.
  • Support Process for activating new internal and quarterly priorities and managing backlog - ensuring initiatives are crafted to meet predefined business objectives.
  • Weekly and Monthly reporting & maintain/deliver pre-established weekly and monthly reporting for the organization.
  • Support Team Meetings/Communications & partner with leadership team on weekly and quarterly meetings (i.e. Quarterly All Hands)
 
Required Skills:
  • 10+ years of Customer Success experience in Software as a Service, Digital Marketing (Analytics and Customer Journey Analytics Preferred)
  • Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
  • Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
  • Strong consulting skills
  • Ability to prioritize, multi-task, and perform under pressure
  • Exceptional organizational, presentation, and communication skills, both verbal and written
  • Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
  • Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
  • Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
  • Effective at leading executive C-level discussions and presentations
  • Flexibility to travel if required
 
Education: Bachelor’s Degree and/or relevant work experience
 
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