Accruent is seeking an energetic, results-oriented Manager, Customer Success Management to join our growing team. This is an opportunity to help lead and shape the direction of the Customer Success organization. You will directly manage a team of Customer Success Managers (CSMs), working with the VP of Customer Success to provide your team the support needed. Additionally you will be responsible for leading special projects.

You and your team’s ongoing proactive engagements with customers will build strong relationships and ensure they recognize ongoing value from our products and solutions. This will lead to revenue retention and new revenue opportunities from existing customers. 

You will drive exceptional customer satisfaction by ensuring your team capitalizes on tools, insights, and best practices garnered through Accruent’s experience working with thousands of customers.

As the primary owner of the customer relationship, your team of CSMs will also address day-to-day questions, resolve escalation issues, and communicate customer needs internally to influence business priorities. This requires a high level of organization, exceptional communication skills, and an ability to adjust with our fast-paced organization.

Exhibiting a strong working knowledge of Accruent’s products and solutions, in the context of the customer’s environment and objectives, is important in leading the team and driving value conversations.

Accruent relies heavily on personal accountability for results, a willingness to go the extra mile for our customers and a collaborative approach that brings the best of Accruent to every customer.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Direct management of a CSM team
• Ensure customer retention by planning effectively to secure annual renewals across the CSM team’s portfolio of accounts
• Coach CSM team to manage customer accounts on all levels either directly or through the extended team: technical, business, support, and product
• Coach CSM team to work with customers to proactively provide solutions for success
• Ensure customer feedback is communicated internally to enable ongoing improvement of Accruent products and solutions
• Create and execute operational plans to drive business goals, leveraging strategies and tactics across all necessary functions, including Customer Success, Support, Engineering, Sales, and Product Management
• Serve as the escalation point for the team’s customer issues to ensure they are resolved quickly and exceptionally
• Understand the market trends and always keep up-to-date with the latest news and developments impacting our industries
• Ensure team identifies upsell and cross-sell opportunities for existing clients

KNOWLEDGE, SKILLS & ABILITIES

• Bachelor’s degree
• At least 3 year’s relevant work experience in a customer-facing, customer success, account management or strategic consulting organization
• Prior experience managing a customer-facing team of at least 5 team members
• A motivational leader and mentor
• Strategic thinker with innovative ideas to inspire customer loyalty and adoption
• Diplomacy, tact, and poise under pressure when working through customer issues
• A self-starter that brings an opinion to the table
• Strong analytical and technical skills
• Effective upsell and churn reduction capabilities
• Exceptional presentation and communication skills when engaging with all levels of the organization (through C-level)
• Exceptional organizational, project management, and time management skills
• Experience in establishing and cultivating long-term relationships
• Demonstrated ability to manage a high volume of activities with varying priorities
• Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment.
• Experience working in large and small organizations within a matrixed environment
• Ability to travel 10-25%.

Accruent is an Equal Opportunity, Affirmative Action employer. Women, minorities, veterans, and individuals with disabilities are encouraged to apply.

All offers of employment are made contingent upon the successful completion of a background check. A background check may include: verification of education, past employment, criminal background reports, motor vehicle driving records, reference checks, civil suit records, drug test and/or investigations into incidents involving theft, fraud, harassment and workplace violence. The company is the sole determinant of a successful background check. #LI-LB