Customer Success Manager in New York City

Summary

You aim to be helpful, consultative, and are driven to create win-win scenarios. You are excited about helping customer maximize their investments and drive adoption of the technology they deploy. Your passion comes through in your interactions and clients feel taken care of when you’re involved.

Responsibility

This role is responsible for the successful engagement and delivery of both product and service offerings surrounding Unily. These responsibilities include but are not limited to:

  • Own overall relationship with assigned clients, which include: Managing Unily deployments, Increasing Unily and Office-365 adoption, ensuring retention, and satisfaction.
  • Establish a trusted advisor relationship with each assigned client
  • Develop, prepare, and nurture customers for advocacy
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally
  • Program manage account escalations
  • Collaborating with Unily support staff and management to ensure agreed upon service levels
  • Engaging with accounting and finance to ensure billing accuracy and timeliness, as needed
  • Conducting onboarding activities including training users in product platform functionalities

Experience and Qualifications

  • Account or relationship management experience, with ability to develop trusted advisor relationships to senior LOB, IT and Executive level business decision makers
  • Ability to work well in a cross-functional team environment
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously
  • Excellent verbal, written, and presentation skills, including the ability to chair/facilitate meetings and host webinars
  • Bachelor’s Degree in Business or Computer related field
  • SharePoint, Office 365, Azure experience preferred
  • Must be available to travel to client sites as required
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