Customer Success Manager
Exterro

Job Info

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The Customer Success Manager at Exterro is responsible for renewal, retention, and driving product adoption with our existing client base. This person will cultivate a relationship with all assigned customers, with the ultimate goal of client retention, referencability and overall satisfaction with the product. This role may be Remote or in any of Exterro’s U.S. offices.

Responsibilities

• Manage the health of each client - from implementation forward, watching for any issues, concerns, problems that may lead to a lost customer. Identify, define, and escalate risk client issues.

• Focus on customer renewal and retention by providing exemplary customer service through communication, knowledge sharing, assistance and growth.
• Manage the renewal process for assigned clients.
• Generate a strong reference network by product and focus.
• Track upsells and help promote the sales process.
• Manage internal resources on behalf of the customer – keen understanding of roles, departments and resources throughout the company.
• Organize, run and set agenda for all project go live hand-off meetings.
• Participate in user forums and client events.
• Keep internal CRM tools up to date.
• Drive client attendance at webcasts and other marketing events.
• Drive client product adoption through developing in-depth knowledge of the Exterro product suite.

Requirements

• Minimum of a Bachelor’s Degree.
• Minimum of 2 years’ experience in a Customer Success account management role.
• Must have a high energy level, be self-motivated and have demonstrated creative problem-solving abilities, strong relationship skills and a flexible style.
• Knowledge of and understand the eDiscovery and Privacy industries a plus.
• Familiar with Legal and IT functions around electronic data.
• Salesforce knowledge preferred.
• Ability to be client facing.
• Ability to adhere to KPIs.
• Superior relationship development and presentation skills.
• Excellent verbal, written and communication skills.
• Adaptive to new internal processes.
• 25-30% travel.

Please apply directly on our career's pagehttps://www.exterro.com/about/careers/

Exterro is an equal opportunity employer, participates in E-Verify and is a drug-free workplace. All employment offers are contingent upon successful passing of a background check and drug screen. You will be required to sign a non-competition agreement for this role.

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