Forza

Customer Success & Account Management Manager

In this role, you will “Own” the account management program. Though elements of the responsibilities below exist, you will be responsible for building them out, defining them, and implementing them and optimizing them. You will work closely with all departments of the business to ensure customer success.

Job Duties:

Define and optimize customer journey

• Define the vision of a Red Carpet experience
• Standardize the template for a Success Plan for customers
• Define lifecycle processes/touch points
• Define potential friction points in the customer journey and either eliminate or have a plan to mediate
• Create standard presentation materials for lifecycle touch points

Own key metrics and programs for Account Management

• Recurring Revenue per account
• NPS
• GP $
• Customer retention rate
• Key call and visit KPI’s

Optimize Salesforce to improve productivity and customer success

• Promote adoption of key processes
• Ensure Salesforce is our company’s single source of truth for customer health
• Create dashboards to measure customer success
• Develop ideas for how high-touch teams can use Salesforce
• Manage dashboards and reports to catch & manage discrepancies, potential trends and potential issues

Onboard New Customers

• Define the customer onboarding process – handoff from sales acquisition to account management
• Oversee the customer onboarding process
• Monitor new customers to ensure success

Increase Revenue from current customers

• Identify areas for additional revenue streams at clients
• Manage the sales process to increase revenue from current clients

Help Drive New Client Acquisition

• Develop customer stories, case studies and client references
• Drive company-wide definition of ideal customer

Ensure Client Success and Happiness

• Help foster company-wide culture of Customer Success
• Create company-wide customer feedback loop
• Work with internal teams to balance, meet and exceed customer expectations and perceptions
• Gather valuable feedback from clients for continual product improvements.
• Develop new materials (i.e. presentations, best practices, onboarding plans, etc.) as needed to improve organizational structure.
• Enhance the effectiveness and efficiencies of processes and systems for account management
• Function as the voice of the customer and provide internal feedback on how Applichem

can better serve our customers.

• Maintain expertise on industry trends/practices and competitive landscape.
• Gather feedback from other departments to improve the customer experience
• Identify areas and advocate for changes in other departments’ ways of working that will improve the customer experience and collaborate with them to implement those
• Find ways for account reps to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Determine how to define, drive, and demonstrate the value (ROI) delivered
• Personally manage escalations and customer issues from all customer success reps and ensure satisfactory conclusions
• Manage the customer success plan and account management programs including follow up programs, gift programs, etc

Manage Key (Platinum & Gold) Accounts (along with managing our account management program, director would be responsible for key customers and accounts)

• Develop trusted relationships with decision makers with each assigned customer and serve as the lead point of contact.
• Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs

Forza