Onit

Feb 14, 2018

Customer Success Manager

As a Customer Success Manager, you will work proactively with customers who have recently launched Onit solutions, optimizing their experience with account management and Onit best practices. You’ll be on a mission to drive customers engagement, adoption, and satisfaction ensuring they are getting value from their Onit investment. You will take a consultative approach with your customers to address technical matters related to the product, business process advice and best practices and to support the release of new product features and functionality.

Responsibilities

  • Provide an outstanding experience to Onit enterprise B2B customers as they complete the sales and implementation process and transition to the care of the Customer Success Management team.
  • Grow customers’ depth of understanding by providing educational sessions on new and existing features.
  • Act as both the Domain Expert and product Super User for the customer base.
  • Be on the lookout to spot and identify and/or upsell opportunities.
  • Advocate the customers’ needs/issues internally, across departments.
  • As the primary point of contact for customers, liaise with all departments throughout the organization to the understand customer goals/outcomes and ensure quality of product configuration for customers.
  • Create customer advocates to generate strong references, referrals and case studies.
  • Collaborate with Product Management to identify, drive and prioritize improvements in product offerings, processes, systems and tools.
  • Helping to resolve complex support issues in a timely manner with high customer satisfaction
  • Escalation as necessary for confirmation of solutions or other options as needed
  • Assessing customers’ risks and needs to make sound recommendations to proactively address
  • Managing the delivery of recommended/agreed-upon services to achieve high customer trust

Requirements

  • Bachelor’s degree is required
  • Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skillsets
  • Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
  • Tech-savvy. Strong technical enterprise-level computer software background supporting customers in a SAAS environment
  • Ability to discuss technical concepts with non-technical stakeholders
  • 3+ years’ experience in a similar or solution consulting role

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