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Latitude, Inc. Customer Success Manager- (41) in Annapolis, Maryland

Customer Success Manager, Enterprise Do you have experience managing facility logistics in corporate enterprise? Do you want to apply your experience nationally to 200+ corporate clients by coaching them to become more innovative and efficient? A customer focused and growing facilities logistics software provider, is calling for candidates interested in making such a transition to fill a new position as Customer Success Manager-Enterprise at our Annapolis Maryland Headquarters. The Customer Success Manager will manage customer interaction with our existing clients to ensure adoption of products, focus on product utilization, and work with the Territory Managers to identify expansion opportunities and ensure long term customer retention. As a CSM, you will manage client satisfaction with a focus around increasing and deepening the application across the facility of our portfolio of corporate clients. You will review our valued clients, identify areas of greatest impact/opportunity, and execute a tailored plan to assist and drive client success. You will develop knowledge bases and spread best practice recommendations to assist clients in solving point-in-time challenges. You will work with customers at risk and proactively manage all accounts making the appropriate company resources aware of any shortcomings. You will also measure and analyze customer satisfaction as well as catalogue client benchmarks and success stories. In addition, you will generate attendance and participate in client retention programs such as user events, conferences and individual facility visits. You will serve as an internal advocate for clients, helping to drive change for the achievement the customer?s business objectives. You will also identify new feature requests and work closely with the Product Marketing Manager to ensure they are presented and prioritized to Development.

Primary Responsibilities Include:

  • Manage customer relationship as main point of headquarters contact for Enterprise customers

  • Document unique workflows and use cases of facility logistics platform and develop programs to share these with other customers where appropriate

  • Work with assigned customers to drive adoption of Intra facility-wide and assure they are continuing to see value in their partnership with the company

  • Work closely with our Onboarding and Customer Support teams to manage customer issues and escalations

  • Identify and manage at risk customers effectively to help reduce churn and exceed company churn targets

  • Interview client contacts in order to understand how users work with relevant technologies

  • Responsible for planning and driving ongoing corporate strategy - Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals

  • Conduct regular customer reviews of overall account health including benchmarking, utilization trends and best practices

  • Provide clients with information and preferred partner solutions, including intelligent lockers, outbound shipping, and space management

  • Identify Key Accounts and form customer advisory board

  • Assist Marketing with outbound communication creative to clients, as well as Account Based Marketing efforts

  • Collaborate with internal departments to provide seamless customer interaction

  • Provide Pre-Sales resources for key prospects

    Measurables:

  • Reduction in customer churn

  • Increase in expansion revenue

  • Customer engagement at events and through media

  • Measure and increase customer satisfaction

  • Improve depth of customer contact knowledge

  • Participation and recognition at user and industry events

    Relevant Education and Work Experience:

  • Proven track record of innovative facility logistics changes you spearheaded

  • Experience in Facilities Management within a corporate environment

  • User of software in production environment

  • Bachelor?s Degree in Marketing, Communications, or related discipline

  • Technical savvy to recommend/employ solutions within client environments

  • Business acumen and people skills to work with clients at a strategic level

  • Must have strong written and verbal communication skills

  • Has clear ?customer-first? and client engagement skills

  • Has excellent problem-solving and critical thinking skills

  • Ability to multitask in a fast-paced and highly-collaborative team environment

  • Patience in communicating technical concepts to non-technical people

  • US-based Travel ? up to 25%

  • Knowledge of CRM systems such as Netsuite a plus

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