.Job TypeFull-timeDescription As the primary customer contact, the Customer Success Manager (CSM) is an essential resource to our customers. Your responsibilities include managing customer relationships, ensuring deliverables are on time and successful, ensuring customers are getting value through their desired outcomes, ensuring customers renew and identifying growth opportunities within the customer and the company.As a CSM, you will also be responsible for mentoring other CSMs as they join Tracer to ensure their success, with the potential for this role to move into a leadership position over time.In addition, you will be required to forecast and track account metrics, such as financial results, and communicate them to management and external stakeholders. You will also be responsible for billing, delivering reports, and coordinating and scheduling calls.Requirements Account Management Develops business relationships with customers Seeks business expansion opportunities with customer accounts Ensures that customer onboarding processes are well-executed and set a strong foundation Serves as a trusted advisor to the customer throughout the customer lifecycle Implements strategies, processes and workflows to ensure effective, efficient and consistent work is done on behalf of the customer and increase customer satisfaction and retention Coordinates internal teams and resources as needed to meet (and exceed) customer needs Collects and delivers customer feedback to Tracer's internal teams, serving as the voice of the customer, for any ideas, opportunities or challenges Advocates for customer needs in regards to solutions, product enhancements, etc, and interfaces with Product Management to provide feedback on issues and new ideas, and to roll out new features. Manages customer expectations Provides punctual and appropriate outreach to customers Identifies and collaborates with customers to develop programs to address business needs Undertakes thorough research and protection of customer Intellectual Property Rights Develops detailed knowledge of Tracer products and services and ensures that they are deployed consistently and effectively to meet and address customer needs Visits customers periodically to foster customer relationships and satisfaction Maintains regular professional contact with online platforms for appropriate actioning of customer listings Manages daily execution of services for customers Generates and delivers customer reports Owns the Renewal process for customers Identifies and assists with closing growth (upsell) opportunities Offers strategic guidance Interfaces with Product Management to provide feedback on issues and new ideas, and to roll out new features
