Ace Turtle - Manager - Customer Success

Summary:

Customer Success Manager at AT will be responsible to ensure proper adoption and usage of AT product and retention of clients by ultimately providing the highest level of customer delight and value.

Job Role:

- Responsible for driving greater usage/adoption of AT product over time.

- Monitor customer usage throughout the customer lifecycle to not only identify and prioritize at-risk accounts but also run standardized plays to mitigate churn.

- Ensure client is achieving optimal result and ROI post implementation Drive successful implementation of our product on customer environment keeping in mind the best industry practices.

- Lead web-based new product on-boarding training sessions for clients

- Maintain a deep understanding of our solutions and content and educate customers about the most relevant features/functionality for their specific business needs

- Serve as the voice of the customer and provide internal feedback to Product, Content and other teams on how we can better serve our customers

- Support the resolution of delivery, implementation or technical issues Perform other duties as assigned

- Responsible for creating policies and procedures that optimize the customer experience

Desired Skills:

- 2+ years of customer engagement experience preferably from b2b environment Flexibility to adapt with the demands of the business

- Excellent verbal and written communication skills

- Preferred experience working with clients in the technology or SaaS industry

- Problem solving skills, time management and organization skills

- Understanding of basic sales concepts to support internal sales efforts

- Interpersonal skills, relationship building is extremely important with all the stakeholders involved.