National Accounts Customer Success Manager
Apply NowCompany: 1stMILE LLC
Location: Redmond, WA 98052
Description:
Key Responsibilities: Lead a cross functional Customer Success team focused on the long term continued success of 1stMILE's National accounts. This role is the primary point of contact following successful sales efforts. It is imperative that this person works closely with other departments within 1stMILE including Sales, Technical Support, Development, and Implementations.
Customer Relationship Building: Develop deep relationships with key decision-makers and stakeholders at1stMILE National Accounts, understanding their business needs and goals.
Proactively engage with customers throughout the customer lifecycle, providing ongoing support and guidance.
Act as a trusted advisor, offering strategic insights and recommendations to optimize customer success.
Account Management and Planning:
Monitor key performance indicators (KPIs) to track customer usage, satisfaction, and potential churn risks.
Proactively identify opportunities for upselling, cross-selling, and new product adoption within existing accounts and pass those opportunities to the correct National Account Sales Representative.
Customer Onboarding and Training:
Lead the smooth onboarding process for new 1stMILE clients, ensuring they are effectively trained on the product features and functionalities.
Organize and or provide ongoing training and support to maximize customer adoption and value realization.
Customer Advocacy and Feedback:
Actively gather customer feedback and insights to inform product development and improvement initiatives.
Advocate for customer needs within the organization, ensuring their voice is heard across internal teams.
Renewal and Retention:
Identify and address customer pain points to prevent churn and promote long-term loyalty.
Collaboration and Communication:
Work closely with cross-functional teams including sales, marketing, product, and technical support to ensure seamless customer experience.
Maintain clear and consistent communication with customers, providing timely updates and addressing issues promptly.
Required Skills and Experience:
Proven track record of success in managing mid-market customer accounts with a focus on customer retention and growth.
Excellent communication, relationship building, and negotiation skills.
Deep understanding of the product or service and its value proposition.
Strong analytical skills to identify customer trends and opportunities for improvement.
Experience in using customer relationship management (CRM) tools to manage accounts and track customer interactions.
Ability to prioritize effectively and manage multiple customer relationships simultaneously.
This position description is a synopsis of the general duties required by this position. This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member as some duties may be unplanned or unforeseeable responsibilities may arise.
1stMile, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Customer Relationship Building: Develop deep relationships with key decision-makers and stakeholders at1stMILE National Accounts, understanding their business needs and goals.
Proactively engage with customers throughout the customer lifecycle, providing ongoing support and guidance.
Act as a trusted advisor, offering strategic insights and recommendations to optimize customer success.
Account Management and Planning:
Monitor key performance indicators (KPIs) to track customer usage, satisfaction, and potential churn risks.
Proactively identify opportunities for upselling, cross-selling, and new product adoption within existing accounts and pass those opportunities to the correct National Account Sales Representative.
Customer Onboarding and Training:
Lead the smooth onboarding process for new 1stMILE clients, ensuring they are effectively trained on the product features and functionalities.
Organize and or provide ongoing training and support to maximize customer adoption and value realization.
Customer Advocacy and Feedback:
Actively gather customer feedback and insights to inform product development and improvement initiatives.
Advocate for customer needs within the organization, ensuring their voice is heard across internal teams.
Renewal and Retention:
Identify and address customer pain points to prevent churn and promote long-term loyalty.
Collaboration and Communication:
Work closely with cross-functional teams including sales, marketing, product, and technical support to ensure seamless customer experience.
Maintain clear and consistent communication with customers, providing timely updates and addressing issues promptly.
Required Skills and Experience:
Proven track record of success in managing mid-market customer accounts with a focus on customer retention and growth.
Excellent communication, relationship building, and negotiation skills.
Deep understanding of the product or service and its value proposition.
Strong analytical skills to identify customer trends and opportunities for improvement.
Experience in using customer relationship management (CRM) tools to manage accounts and track customer interactions.
Ability to prioritize effectively and manage multiple customer relationships simultaneously.
This position description is a synopsis of the general duties required by this position. This position description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member as some duties may be unplanned or unforeseeable responsibilities may arise.
1stMile, LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.