Customer Success Manager

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Employer - Adlib Software
Category -
Job title - Customer Success Manager

Job Description

Who we are
At Adlib, we are redefining how the world manages and leverages unstructured data. As the global leader in Information Management technology, Adlib helps organizations in the Energy, Life Sciences, Insurance, and Banking sectors, among others, enhance content-centric processes by unlocking the value in unstructured data.
More than 5,500 organizations leverage Adlib technology worldwide. We help them to save millions of dollars each year by automating critical business processes and empower them to make intelligent business decisions by leveraging their organizational content.
Adlib is looking for a Customer Success Manager to join our team.
This role is responsible for identifying business needs and developing solutions for our customers. Your extreme customer focus gives you the ability to stay on top of industry trends/practices, the value proposition of Adlib’s technology and how both of these will help your customers succeed. Your ability to deal with tough escalations from the customer and keep them satisfied, is part of your core skills. As the voice of the customer within the organization, you will champion for your customers and foster a deep relationship in order to ensure success and growth of our accounts over time.
The Role
Promote adoption and customer retention for a specific book of accounts
Interact and build relationships with customers to ensure they are plugged into all the resources Adlib has to offer (training, support services, new release information, events happening in the area, all to ensure the customer is successful using Adlib software)
Handle Client & Service Inquires and align client’s business pain points to technical solution options
Working alongside the Sales Executives, proactively develop an actionable ‘success plan’ to guide client through their evolving Adlib footprint
Learn industry best practices in our target markets and identify how Adlib solutions can be leveraged to implement these practices for customer success
Drive product adoption/growth and success for a defined set of customers by becoming a trusted advisor, educating clients on product capabilities and engaging professional service resources as necessary
Drive regular account reviews and continuously sell the value of Adlib’s technology within a given customer, encouraging face to face meetings in order to generate new opportunities
Provide constant feedback to Sales Executives on the progress of your efforts to expand an account
Management of and responsibility for renewals for your client book.
Proactively manage and increase client satisfaction
Maintain and track frequent contact with customers and serve as an escalation point for issues that impacts their success
Professional client communication and C-Level Relationship building in Accounts, both proactively and when under duress
Complete understanding of the Adlib strategy and our products and services
Strong presentation skills and credibility with Senior IT and VP/C-level executives
Develop customer success stories and client references with Marketing Communications
Work with account managers, support and professional services to devise the best possible client solutions
Provide assistance across the organization that coincides with the company’s core values. For example, providing input into product management.
Understand user base and assist in the facilitation of user groups
Who you are
6+ years in Customer

customer-success, customer-success-jobs-in-burlington, customer-success-manager
Job Location Burlington, ON
Date Posted 14 Jul 2020
Employer Email --No Email
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