The Role:
11:11 is looking for an experienced Customer Success Manager to join our fast-paced, growing organization! This person will adopt and maintain customer experience programs and ongoing efforts company-wide. Customer experience and success management programs include: customer research and analytics, customer relationship management, customer success, and customer service. This role will work cross-functionally across the organization, collaborating with Marketing, Finance, Cloud Services, Cloud Support, Product Management, and Sales Leadership to improve the overall customer experience. This is a full-time remote position reporting to the Manager, Customer Success Team.
Responsibilities:
- Manage the success of any assigned customers
- Understand the company’s vision and goals for customer success and their respective contributions
- Maintain the company’s customer success strategy
- Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints
- Track customer data, including information from all systems to track customer lifetime interactions
- Coordinate multi-department customer analytics programs
- Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities
- Continually improve processes, programs, and individual customer service skill set to improve the customer’s valuation of the company and to align with the customers’ needs
- Collaborate with other teams on products, support, service delivery, and account management to improve customer experience
- All other duties assigned
Qualifications:
The following skills represent the minimum requirements to be considered for this position:
- Bachelor’s degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience
- Three years of Customer Success or Account Management experience
- Strong communication and interpersonal skills
- Excitement about working with multi-disciplined departments to accomplish common business and customer goals
- Customer-centric and team-centric mindset
- Ability to manage multiple projects, activities, and tasks simultaneously
- Ability to develop and manage client portfolios
- Sustain business growth and profitability by maximizing value
The following skills represent additional proficiencies preferred to be successful in this position:
- Ability to create a shared vision, inspire collaboration, and drive change with momentum
- Extensive background in customer research and analytics techniques, customer strategy, and process improvement
- Ability to navigate change with a leadership mindset
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
Benefits:
- Standard Life Pension Scheme
- Healthcare Insurance Plan
- Cash Plans
- Income protection
- Life assurance
- Paid Vacation & Holidays
- Leave of absences
