Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are
excited to learn more about you and your unique background.
As Customer Success Manager Sr, you will be responsible for overseeing a
portfolio of strategic customers, ensuring their satisfaction, success,
retention, and growth. You will serve as the primary services point of
contact, building and maintaining strong relationships with key stakeholders
to understand their needs and objectives. Leveraging your expertise in
customer success strategies, you will develop tailored plans to drive
adoption, usage, and value realization. Your proactive approach and
strategic guidance will be essential in maximizing customer satisfaction,
loyalty, and long-term partnerships.
We are looking for a Senior Customer Success Manager who will:
Proactively Develop an Account/Program Strategy
Manage a portfolio of strategic accounts, often with complex program and
technical requirements, providing clients with thought leadership and
consultation to maximize their investment in CSG.
Develop a deep understanding of your customers' expected business
outcomes, build strong relationships up through C-level executives
collaborating with them to construct and execute strategic account plans to
drive customer success, retention and growth.
Own and maintain the Customer Success Framework for the Accounts in the
portfolio, in collaboration with the internal partners.
Drive Product Adoption and Benefit Realization
Evaluate, understand, and advise on ways to materially drive usage of our
platform.
Collaborate cross-functionally with CSG's GTM, finance, product
management and technical teams to ensure seamless implementation and ongoing
support of the CSG CX solution portfolio.
Develop Deep Program Understanding
Be equipped to act as the 'expert' at CSG on the customers program,
product utility and business outcomes.
Understand the Business Objectives behind each solution contributing to the
overall CX vision for the client.
Own the Services Relationship
Monitor customer health metrics and create prescriptive recommendations to
drive high utilization and adoption of the CSG's CX product suite.
Act as an escalation point for reported/identified issues and operational
service impacting events.
Is this opportunity right for you? We are looking for candidates with:
Education
Bachelor's degree or equivalent education/experience
Experience
5+ years of experience in customer success, consulting, CX,
project/program management and/or account management
Experience supporting enterprise SaaS customers in Healthcare, Financial
Services, Retail and/or Cable & Telco.
Proven track record of building and maintaining strong customer satisfaction
and achieving revenue growth targets.
Preferred:
Experience with Contact Center operations, Telephony Network, Secure File
transfer protocols, and IVR systems a plus.
Knowledge, Skills and Abilities
Strong issue management skills
Ability to build and maintain relationships with internal/external clients
at all levels of the organization as well as consult with the customer and
assist them in defining their needs based on product industry knowledge.
Possess strong leadership and collaboration skills with cross-functional
teams.
Demonstrated business acumen with the ability to translate business
requirements into technical solutions.
Ability to analyze workflow, evaluate systems, and formulate plans
Ability to use a personal computer. Proficiency with other Microsoft Office
applications.
Ability to read, write, speak and understand the English language in a
business environment.
Our Guiding Principles:
Impact
Always help and empower others, whether they're colleagues or customers.
When our employees set their minds to something, great things happen.
Integrity
Do what's right for our customers and our people while being authentic. We
treat everyone with trust and respect-t at's just who we are.
Inspiration
Be bold in the way you think and passionate about the work you do. Test out
innovative ideas without the fear of failure.
CSGer Perks & Benefits:
Work from Home, in-office, or hybrid.
Employee Belonging Groups
Healthcare: Dental, Medical, and Vision
Paid Vacation, Volunteer, and Holiday Time Off
And so much more!
View More Benefits
If you would like to be considered for employment opportunities with CSG and
need special assistance due to a disability or accommodation for a disability