Customer Success Manager

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

To elevate the human experiences at the heart of business by offering insights that sharpen understanding of the needs of individuals and populations, and provide guidance on how to meet those needs.  

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Our Values:

Champion the Client

We demonstrate an unwavering passion for delivering high-quality solutions and service. We commit to understanding the goals and needs of our clients. We always look for opportunities to improve and create value. Each of us understands our role in enabling client success.

All Together Better

We are united by the common purpose of our vision and mission. We promote teamwork and a culture of belonging  by building strong relationships and fostering trust. We collaborate to identify and develop innovative solutions.

Embrace Change

We recognize that change is constant and presents opportunities to learn, adapt, and evolve.  We seek creative solutions to challenges and e pursue them with optimism and enthusiasm.

Do the Right Thing

We demonstrate commitment to all our stakeholders, including clients, staff, and partners. We take personal accountability for our responsibilities and actions. We do right by each other by acting with honesty and kindness. We provide meaningful recognition and feedback to others.

Job Description

The Customer Success Manager is the one assigned by Commercial management to the client after both parties have agreed to close the deal. This is when a CSM’s work begins. They are the ones who work with the client to help them understand and learn the product (or service) from inside out. Further, it can be said that this role acts as a bridge between the Technical Support and the Sales teams.

Note that the CSM’s job does not entail providing Technical Support in cases of bugs / system limitations or in terms of straight selling. It is to ensure that the customer has all their needs met about Confirmit products and / or services rendered.

A CSM must possess strong Project Management skills and should know the right people from the right groups (i.e., Sales, Services, Product, or Technical Support) to involve at the right times. CSM’s need to maintain a proactive approach with their client base and meet potential business risks head on. Above all else – it is imperative that a CSM have an extremely high Emotional Intelligence quotient. Emotional empathy and client understanding is what makes “success” a possibility. It should be the foundation of every interaction.

Below are eight key responsibilities that all Confirmit CSM’s should have in their arsenal.

Develops Healthy Customer Relationship

The CSM’s create engagement strategies with clients to develop a professional relationship through the provision of product and operational services, training, and customer services. It is the role of the CSMs to create and maintain long-lasting and healthy relationships with customers.

Enhances Customer Training

Customer Success Training involves visiting customers and scheduling webex’s / conference calls that give them customized training on how Confirmit’s products can be used