Customer Success Manager

Overview

Job Summary: Accountable for driving customer-centricity through collaboration with sales and operations teams. Ensures the customer experience is at the center of business decisions throughout the organization. Focused on approximately 8 key accounts generating over $1M in revenue through at least two product offerings. Identifies key retention metrics and facilitates creative solutions in partnership with internal stakeholders. Uncovers customer’s product and service pain points and shares those opportunities with Sales to expand our business.

 

 

Our Exceptional Benefits Plan includes:

• Supportive & Friendly Culture
• Manage national accounts for Fortune 500 companies
• Medical, Dental, Vision coverage options
• Flexible Spending & Health Savings Accounts
• Wellness Programs
• Company paid Life Insurance
• 401k with Employer Contribution
• Company paid Short/Long Term Disability
• Generous Paid Time Off program + Holidays
• Career Growth Opportunities and Career Mapping
• Additional perks including Pet Insurance, Employee Assistance Program, Educational Assistance Program (Non-Union employees), Identity Theft Protection, Critical Illness Plans, Commuter Benefits and various employee discount offerings from our Vendors 
• Per diems available when traveling

Stratus is one of the nation’s largest brand implementation companies. We are made up of 1,100+ employees nationwide who roll up their sleeves, dive into the details and bring our clients’ brands to life! We deliver versatile solutions for some of the nation’s largest and most recognized brands. From exterior signage & interior branding to site refresh & remodel, from energy & lighting to repair & maintenance solutions, we deliver ideal solutions to meet all our client's branding needs.

 

Responsibilities

60% focus on retention & customer experience

• Work as a bridge between sales and operations as an advocate for the customer.
• Solidify and nurture relationships through active listening and transparent communication.
• Ask questions to develop a thorough understanding of customer expectations, including behaviors, major milestone timelines and desired outcomes.
• Work with Business Insights team to develop and track customer KPI’s.
• Build credibility with customer and internal stakeholders through objective and transparent communication of performance against SLAs and KPIs.
• Facilitate the resolution to customer issues and internal roadblocks through issue identification, communication, resolution, and follow-up.
• Lead Quarterly Business Reviews and own action items.
• Lead Annual Business Reviews and own action items
• Engage in productive conflict, holding self and others accountable to delivering best-in-class service.
• Identify and adapt influence techniques based on the audience to drive operational excellence through the organization.
• Be a champion for internal resources, in partnership with operations, to ensure the organization is equipped to deliver best in class service and efficient solutions.

40% focus on wallet-share growth

• Identify customer’s product and service pain points and needs; provide solutions
• Keep a high-level view of the entire support process across offerings
• Maintain professional and technical knowledge on product, services, and industry in general
• Attend company planned Sales Meetings and Sales Training Meetings
• Network through involvement with customer, community and professional organizations

Qualifications

Skills:

• Willingness and ability to travel 25% nationwide for presentations.
• Must have excellent oral and written communication skills.
• Strong self-confidence.
• Strong will to drive and influence change.
• Must be accurate, detail-oriented and maintain the utmost confidentiality.
• Strong presentation skills and negotiation skills.
• Strong customer service skills.
• Proactive approach to problem solving.
• Independent self-leader with a keen sense of prioritization.

Ability to:

• Conduct presentations and “carry a room” in front of large audiences.
• Work within tight deadlines. 
• Multi-task and set priorities.
• Calculate figures.
• Define problems, collect data, establish facts, spot trends and draw valid conclusions.
• Write routine reports and correspondence.
• Work well with others in stressful situations and meet deadlines as necessary.
• Handle multiple priorities and tasks.
• Work in a fast-pace