Customer Success Manager

Company Overview:

Blue Orange Digital is a cloud-based data transformation and predictive analytics development firm with offices in NYC and Washington, DC. From startups to Fortune 500s, we help companies make sense of their business challenges by applying modern data analytics techniques, visualizations, and AI/ML. Founded by engineers, we love passionate technologists and data analysts. Our startup DNA means everyone on the team makes a direct contribution to the growth of the company.

Position Overview:

We are seeking a proactive, dedicated, and technical Customer Success Manager to join our team. This role involves managing and nurturing our existing client accounts, ensuring outstanding client satisfaction and retention, as well as identifying opportunities to expand our engagements through new business funnels. The ideal candidate will be a strategic thinker with a strong background in customer relations and a deep understanding of the tech-driven professional services landscape.

This role will report to the Director of Customer Success and will collaborate with Blue Orange technical engineering leads and program managers to deliver an exceptional level of project, implementation, and embedded team services.

Responsibilities:

Client Relationship Management:

• Own end-to-end client relationships and serve as the primary contact for a portion of the Blue Orange client portfolio, fostering long-lasting relationships to ensure high levels of satisfaction.
• Act as a trusted advisor, aligning all activities with the client's business strategy and goals to maximize the value of Blue Orange professional services.
• Conduct regular touch-points, including monthly check-ins and quarterly business reviews, to drive adoption and expand service use.

Account Management and Growth:

• Manage account activities focused on retention, adoption, and growth. Be the voice of the customer and serve as an advocate for their needs, enhancing their experience and value.
• Embrace a high-touch engagement model, identifying opportunities for service improvement, and managing expectations to ensure exceptional service delivery.
• Collaborate closely with sales teams to identify and pursue upsell and cross-sell opportunities, aligning efforts to create customer value.

Business Development:

• Work closely with sales and sales engineering team members to proactively pursue new business opportunities, from inception to closure to onboarding.
• Collaborate with the sales and revenue generation teams to align on new business strategies and initiatives.
• Develop and prepare contracts (SOW, MSA, RFP), and other required documents for clients.

Operational and Strategic Execution:

• Monitor and report to Customer Success and Sales leadership on client engagement and sentiment.
• Track, report, and benchmark customer adoption activities, ensuring visibility and success of initiatives to Customer Success leadership and Executive Sponsors.
• Manage multiple accounts simultaneously, prioritizing effectively to meet strategic goals.
• Resolve user queries and technical issues, coordinating with consulting teams and engaging cross-functional groups as necessary.
• Maintain and manage client-specific business requirements, effectively communicating requirements with internal technology teams.

Performance and Results Measurement:

• Report regularly to Customer Success and Sales leadership on client account health by identifying adoption opportunities and retention risks, and aligning internal teams around customer success strategies.
• Conduct account audits and business reviews with key customer accounts to assess needs and deliver continuous value, ensuring timely implementation and high customer satisfaction.

Additional Responsibilities:

• And other requests as directed by the Director of Customer Success.

Requirements:

• Bachelor’s degree in Business Administration, Communications, Computer Science, Information Technology, or a related field.
• 4-6 years of experience in customer success, account management, or a related field, within a technology, professional services, consultancy, or similar industry.
• Proven track record of managing accounts and achieving customer satisfaction and retention goals.
• Strong understanding of data analytics, machine learning, and AI technologies.
• Excellent communication, interpersonal, and presentation skills.
• Proven ability to manage multiple client e