Customer Success Manager

Time Doctor

Customer Service & Support

IT & Telecoms Confidential
1 month ago

Job Summary

As a CSM, you’ll manage our mid-market group of enterprise accounts in your territory, working to gain the trust and long-term partnership of Time Doctor clients as you continue to demonstrate product value and ROI. You’ll aim to provide comforting coverage to a wide book of businesses through prioritization and automation. You’ll need to thrive in a fast-paced environment as you guide your clients through initial onboarding, setup, ongoing feature updates, and health check-ins. The primary focus of the CSM is on the adoption, growth, and retention of our mid-market clients while aiming to boost them into becoming Tier 1 accounts

  • Minimum Qualification:Degree
  • Experience Level:Management level
  • Experience Length:3 years

Job Description/Requirements

Your Responsibilities

  • Own, maintain, grow, and build your book of Tier 2 accounts through prioritized and automated engagements.
  • Drive successful Time Doctor onboarding to help customers realize the business value our products offer and how we can best support them.
  • Work to understand your customers’ business needs, keep ongoing documentation of their use case, and pinpoint those we can aim to expand to Tier 1 accounts.
  • Lead ongoing messaging sequences, including product updates, plan changes, and check-ins for all accounts, and schedule top client trainings.
  • Closely monitor the health of all clients, including contracts, product issues/requests, end user adoption, and overall satisfaction with Time Doctor.
  • Partner closely with cross-departmental teams to share client feedback, escalate urgent issues, and contribute to wider team/company project plans.

Required Skills & Experience

Minimum Qualifications

  • A bachelor's degree or equivalent practical experience.
  • 3+ years of customer success or account management experience.
  • Experience interfacing with executives and navigating customer organizational structures.
  • Experience owning a book of 100+ accounts.
  • A proven track record of expanding client accounts, improving retention rates, and growing adoption.
  • Experience acting as a product expert in a similar role/company, providing product overviews/trainings, and partnering closely with a product team.
  • Past participation in cross-departmental processes and project with other teams such as sales, support, product, engineering, marketing etc.

Preferred Qualifications

  1. Experience working remotely is a must.
  2. Experience leading a team and managing performance is a plus.
  3. Excellent communication, presentation, problem-solving, multitasking, and prioritization skills.
  4. Comfort using Zoom, Slack, Jira, Support Desk, and other project management tools.

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