Customer Success Account Manager

Description

The Customer Success Account Manager role builds and maintains strong customer relationships to ensure they achieve their goals with the company's products or services, which drives customer retention and satisfaction. Key responsibilities include proactive client communication, onboarding, issue resolution, strategic planning, gathering feedback, and advocating for the customer internally. They monitor customer health metrics, identify risks, and work with internal teams to improve the customer experience

Key Responsibilities

MAIN RESPONSIBILITIES Relationship management:

Build and maintain long-term relationships with key customer stakeholders by serving as their primary point of contact.

Customer advocacy:

Act as the "voice of the customer" internally, communicating their needs, feedback, and pain points to other teams like sales, product, and support.

Proactive support:

Regularly check in with customers to monitor their progress, ensure they are getting value, and resolve issues before they become major problems.

Strategic guidance:

Help customers define and achieve their business goals by creating success plans, providing product recommendations, and guiding them on best practices.

Onboarding and adoption:

Guide new customers through the onboarding process and ensure they have the resources and training to effectively use the product or service.

Risk management:

Monitor customer health metrics, identify potential risks for churn, and develop strategies to retain business and drive retention.

Reporting and feedback:

Generate customer success reports, track key performance indicators (KPIs), and report on customer outcomes.

Internal collaboration: Work closely with sales, technical support, product, and other teams to ensure smooth product delivery and to address customer feedback.OTHER DUTIES MAY INCLUDE* Maintain accurate customer solution data in the installation database.

• Manage the renewal process for service contracts.

• Provide regular reporting on service calls, preventive maintenance, and overall service performance.

• Define and manage customer-specific reporting requirements and schedules.

• Coordinate invoice and payment processes with internal teams.

• Distribute product bulletins and updates to customers.

• Communicate shipment status of products and services.

• Collaborate with internal departments to address and resolve customer requests.

• Provide updates on installation project progress and escalated issues.

• Customer escalation point-of-contact for assigned accounts

• Cultivate and maintain relevant customer relationships within client’s organizations to insure smooth delivery of products, services and payment.

• Responsible for tracking, reporting and improving customer SLA’s and KPI’s

• Responsible for conducting monthly/quarterly/annual account performance reviews

• Regular review and reporting on any account-related credits or invoicing collection efforts

• Effectively communicate account strategies ensuring consistent execution across all regions

• Develop and provide responses to customer-related RFPs & RFIs as assigned

• Ensure long term development and retention of assigned strategic customers

• Other tasks as directed by the Vice President of Customer Success Account Management

Skills, Knowledge & Expertise

REQUIRED EDUCATION AND QUALIFICATIONS* Communication and interpersonal skills: Strong abilities to build rapport and communicate effectively with customers and internal teams.

• Account Management Skills: Experience in contract negotiations, presenting to and interfacing with senior-level operational executives is a must.

• Technical proficiency: Familiarity with CRM software, Smartsheet, and other customer support tools.

• Analytical skills: Ability to analyze customer data to understand trends and inform strategies.

• Project management: Skills to manage multiple client projects simultaneously.

• Sales/Service acumen: Understanding of sales principles to identify opportunities for upsell or cross-sell and End User service-related principles.

• Problem-solving: Ability to identify and proactively solve customer pain points.

• Travel: may include up 50%

• Education: A bachelor's degree in a related field, such as Business or Marketing, is preferable and/or equivalent experience.

Job Benefits

***Glory is proud to share that our benefit package ranks in the top 25% across the country!**Benefits: 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution

• Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield
• Paid Parental Leave
• MDLive – 24/7 Virtual Doctor plus a Nurse Line
• Dental insurance
• Vision insurance
• FSA / Dependent Care
• Voluntary Life Insurance
• Basic Life insurance and AD&D – Company paid
• Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid
• Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service
• Paid Sick days based on City/State requirements
• Paid Holidays – 9 to 11 days based on start date
• Professional development assistance
• Education assistance
• Adoption Assistance
• Legal and ID Theft plans
• Annual Bonus opportunity
• Opportunities for internal promotions/career advancement

About GLORY

Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes.

Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation.

Glory Values The Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.

• Customer Delight. We put our customers first.
• Integrity. We do the right thing, always.
• Innovation. We embrace new challenges and share the future.
• Speed. We move fast, that’s how we stay ahead.
• Diversity & Respect. We value the strength in our differences.
• Teamwork. We succeed together.