Customer Success Manager

Job Description

Overview

Now Hiring! Customer Success Manager

Location: Remote (EST).

Salary: $55k+

Job Summary: As a Customer Success Manager, you will be a key player in ensuring the satisfaction and success of our diverse customer base of clients, partners, and vendors. This role combines client and partner support responsibilities with analytical skills. A key objective is to understand client and partner needs and provide insights to enhance their overall experience with NextGen and the products and solutions we distribute.

Benefits:

Health, Dental and Vision insurance

Company sponsored retirement program with match

Life insurance

Company paid LTD

Paid time off

Paid sick leave

Paid holidays and vacation

What You’ll Do:

Client and Partner Assistance

Responsible for all client communications, conflict resolution, and compliance with client deliverables

Ensure client use cases are aligned with customer goals and clearly defined for execution during contracting

Provide prompt and accurate information and technical support to address customer questions related to our products and solutions

Troubleshoot rand resolve customer problems, escalating complex issues to higher-level support or relevant vendor partners as needed

Communicate client’s goals and represent the client’s interests to the Team

Document the outcome of all partner and client interactions

Product Knowledge

Develop a comprehensive understanding of our vendor partners and their products and services distributed by NextGen

Effectively communicate all offerings to clients

Identify and pursue upselling and cross-selling opportunities aligned with client needs and business goals

Analytical Insights

Generate reports on customer engagement, user adoption, and other relevant metrics to support the sales strategy for the products we distribute

Analyze client product usage data and patterns to identify trends, opportunities, and potential areas for improvement

Contribute client product usage data and patterns to identify trends, opportunities, and potential areas for improvement

Collaboration

Collaborate with both internal and external cross-functional teams, including sales, product, and marketing to ensure a cohesive customer experience

Collaborate with PreSales to clarify client requirements after solutioning and own the post-sales onboarding process

Contribute to a positive and collaborative team culture.

What You’ll Need:

3+ years of experience in client support and analysis in a professional service environment

Bachelor’s degree in marketing, information technology, computer science or a related field preferred

Technical aptitude and ability to learn about various software products quickly

Proven experience in account management, customer support, or related roles, preferably in a B2B environment

Strong analytical skills with the ability to interpret data and provide actionable insights

Proven ability to build strong customer relationships

Excellent problem-solving skills and attention to detail

Effective communication and collaboration skills

Ability to work independently and meet project deadlines

Physical demands: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

Who we are: NextGen is a distributor of Resulticks and a global technology company focused on cloud solutions that deliver customer engagement innovation. Its ecosystem of next-generation cloud, customer engagement, and IoT technologies help brand leaders succeed in digital transformation.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Visit our website at NextGen AI-Driven Solutions that Drive Customer Engagement

Full-time

Fully remote