Strategic Customer Success Manager

• Take an active role in campaigns and business-building initiatives with the goal of increasing customer satisfaction and retention.
• Execute individualized/segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for strategic accounts within assigned territories.
• Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.
• Work with key stakeholders to establish strong business relationships.
• Maintain a regular cadence of contact to identify and address business needs and challenges, field requests, and actively recognize cross-sell and up-sell opportunities.
• Coordinate the involvement of company personnel to meet account objectives and expectations, escalating issues when necessary.
• Manage renewal activities for contracted customers.
• Prioritize and schedule work activities to ensure established targets are achieved or exceeded.
• Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependency.
• Successfully master departmental KPIs

Skills & Requirements

QUALIFICATIONS:

EDUCATION: Bachelor’s Degree preferred.

EXPERIENCE:

• 5+ years working within a customer-facing account management, customer success or sales role.
• Experience with Salesforce is an asset
• Experience working in a fast-paced, entrepreneurial, diverse and dynamic environment.
• Proven success in a competitive or goal-oriented work environment.
• Focus on Advocating for the Customer

KNOWLEDGE/SKILLS/ABILITIES:

• Strong focus on customer satisfaction
• Strong listening and communication skills
• Ability to adapt quickly as priorities shift
• Efficient problem-solving abilities
• Strong time management and organizational skills
• Ability to successfully manage/execute multiple projects simultaneously
• Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy