Customer Success Manager

Position Summary:

The Customer Success Manager is responsible for ensuring strong partnerships with key Follett School Solutions Accessit customers across United States, Canada, UK and wider Northern Hemisphere including building strong relationships with key stakeholders at the account resulting in increased customer satisfaction, retention and referenceable districts to support sales. This position is the main point of contact for key customers to drive industry best practices and the evolution of Follett product and services integral to the customer's success. They serve as the main contact for all customers’ issues as related to ongoing service and support, managing the customers’ expectations, and implementing action plans where needed.

The Role:

• Ensure customer data base is updated upon receipt of payment from new customers and the right product configuration is made available
• Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
• Actively monitor the health of assigned customers across tiers and ensure the right proactive interaction is in place (including digital) to maintain customer retention and identify opportunities to unlock further value for them
• Identification of incremental up-sell/cross-sell opportunities with existing customers including products, add on’s, integrations and services opportunities, create quotes and services and see these through to implementation

• Maintain assigned customer profiles ongoing including site count, point of contact, product configuration and/or change in licence and removal of any churned customers
• Work with the Manager, to improve business processes that improve our ability to support our customers effectively and achieve productive use of all Follett products and services
• Ensure consistent post-implementation management of assigned accounts’ support, customer service, training, and project engagements to grow and improve our partnerships with those customers.
• Guide and manage customer issues through appropriate escalation channels to a final and satisfactory resolution.
• Identify and leverage resources and individuals across FSS (including Accessit) to enhance the quality, efficiency, and effectiveness of solutions and responses to customer needs.
• Establish effective working, collaboration, and sharing relationships throughout departments and FSS groups (including Accessit)
• Monitor, facilitate, and report on renewal rates of assigned customers.
• Monitor and report support we have provided in support of and leading to annual account review meetings.
• Provide data and input to describe trends and findings in support of RCA; identifying areas where we have excelled and areas where we can improve.
• Work as a subject-matter expert and leader on customer-relationship activities that may involve implementation, account management, and ongoing support aspects.
• Identify, communicate, and offer suggestions on process, policy and best practice improvements to benefit customers’ relationships; troubleshoot and resolve customers’ issues.
• Identify, troubleshoot, and resolve customers’ issues between the customer and the company.
• Understand and communication customer requirements to Product Management in the form of enhancement requests.
• Create Oracle or Zoho Service Requests for all customer interactions (and escalations when appropriate).
• Balance often-competing priorities of all assigned accounts.
• Report ongoing progress/status of issues to customers and management on regular basis; provide performance and call reports to customer accounts as needed.
• Attend and complete training sessions to enhance product and process knowledge.
• Attain subject-matter-expert knowledge level of products for customers, peers, and internal departments.
• Continuous improvement of skills through ongoing learning efforts.
• Contribute to suggestions for improved processes and procedures as required.
• Develop and foster professional relationships with other Follett Companies and third-party vendors
• Train and mentor other support personnel as required.
• Occasional travel as needed.
• Create, maintain, add articles and processes to knowledge base.
• Attend periodic departmental meetings as required.

Qualifications:

• 5+ years of proven successful experience in Customer Success/account management in support of revenue clients is necessary. Self-starter, positive, creative problem solver. Ability to manage multiple customer demands.
• Proven client management skills
• Excellent time management and interpersonal skills
• Strong decision-making abilities, organizational skills
• Project Management experience
• Strong troubleshooting and analytical ability