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Team Manager, Customer Success – East Region

The Manager of Customer Success – East Region is a working manager role requiring someone who can both excel at managing a team, and be a rock-solid individual contributor for a small portfolio of key accounts.

In this role, you will be responsible for managing a team of Customer Success Managers (CSMs) to ensure that they are working strategically with customers to understand and advise customers in the best way to solve sales enablement (training and coaching) challenges using the Brainshark suite of products.  As well, you will be responsible for directly driving customer success conversations with some of our key accounts in the region.

The role requires an individual who has experience with strategic consultations, good at nurturing customer relationships, and can coach colleagues on how to do the same.  This person takes a leadership role in the development and execution of customer success programs with the goal of exceptionally high customer satisfaction which will result in increased renewal rates and customer acquisition of additional products and services. 

RESPONSIBILITIES:

  • Manage a team of CSMs in the East geographic region
  • Provide direct supervision, coaching and instruction to assigned CSMs
  • Provide leadership within the group on Customer Success projects
  • SR CSM capacity (see responsibilities below) for a limited number of East customers
  • Assist VP in providing on-boarding and on-going training for CSM team members
  • Be a member of Customer Success Leadership Team to drive the level of CSM performance 

Sr. CSM RESPONSIBILITIES:

  • Consult with a limited customer list to understand sales productivity challenges and advise them on best approach to address challenges.
  • Act as the customer advocate within Brainshark throughout the entire lifecycle of a customer account following the initial sale
  • Skilled at building relationships with key decision makers within an account
  • Responsible for nurturing assigned account base into long term strategic referenceable partnerships while increasing customer usage and adoption of solutions.
  • Proactive customer contact and on-site visits to perform Account Reviews, user group meetings, lunch and learns or other events to promote customer adoption and usage of Brainshark products and services (~40% Travel)
  • Provide consistent communication stream of Brainshark customer marketing content and activities that are of value to the customer’s use case and challenges.
  • Regular use of social media as a communication and networking vehicle
  • Map strategic solutions, utilizing Brainshark products, to solve customer business problems
  • Guide customers in organizational behavior change activities to promote the use of Brainshark within a group and across an enterprise
  • Collaborate and strategize with the Sales Account Manager on identified product and services opportunities within existing customer base
  • Promote the Brainshark company strategy and offerings to assigned accounts
  • Meet/Exceed defined customer satisfaction goals as measured

QUALIFICATIONS:

  • At least 3 years management experience AND 5 years of experience as a CSM / Sr. CSM / Team Lead or comparable titles
  • Positive Attitude and Desire to Work with Customers
  • Excellent management skills
  • Strong leadership abilities across departments
  • Excellent consultation skills and ability to think strategically
  • Excellent verbal and written communication skills
  • Excellent organization, motivation, leadership, and interpersonal skills
  • Ability to multi-task and prioritize issues in a complex environment
  • Ability to be agile and adaptable to situations
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