Customer Success Manager
2 days ago
Improve customer relationships as they move through the on-boarding process from the post-sale phase, thru transition to the Solutions team, and then throughout their time at ScaleFactor.
Are always a step ahead in anticipating, setting and communicating customer expectations throughout the on-boarding phase.
Manage all aspects of the customer journey from leading meetings, facilitating introductions to other team members, etc.
Determine and understand customer’s needs and map to ScaleFactor’s software offerings.
Identity and articulate themes from customer accounting and finance infrastructure and systems data.
Own the relationship with assigned customer accounts, including increasing adoption, driving correct usage, ensuring retention, increasing renewals, and increasing overall satisfaction.
Bridge the gap between Customer Support and the Product teams.
Work to establish a trusted relationship with each customer while driving the continued value of ScaleFactor’s products.
Act as a customer advocate to collaborate and share customer feedback internally with Product, Engineering and other cross-functional teams to enhance ongoing product development efforts.