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Customer Success Manager

Job Description:

The Customer Success Manager is responsible for managing and maintaining high engagement levels among and building trusted, long-lasting relationships with Elentra’s clients. The Customer Success Manager will own all aspects of key accounts. 

 

Responsibilities:

  • Serving as the lead point of contact for clients, post-onboarding, while building and nurturing trusted, long-lasting relationships.
  • Collaborating with Elentra’s Sales, Marketing, and Product Development teams to ensure clients are provided with the most accurate and realistic solutions to questions, issues and needs.
  • Collaborating with other Customer Success Managers to ensure technical-related inquiries are resolved promptly and information is disseminated appropriately for CSMs to support their clients.
  • Gaining a deep understanding of the client’s needs and what they expect from Elentra.
  • Developing effective communications to present and influence key stakeholders within Elentra and with clients.
  • Interviewing, onboarding, and developing new team members when appropriate.
  • Managing technical escalations of at-risk accounts, identifying opportunities for growth, and overseeing key accounts.
  • Developing process refinements, strategic planning opportunities, and future process creation
  • Developing and implementing KPIs
  • Presenting reports on account progress and goals to senior leadership and stakeholders
  • Providing feedback to the Product Team concerning potential product features and improvements
  • Identifying and executing upsell and resell opportunities with current clients. 
  • Managing and executing contract renewals for all current clients, with a focus on 100% retention and revenue increases. 
  • Other duties as assigned.

 

Requirements:

  • Bachelor’s degree in business, business administration, or related field, or;
  • Five (5) years or more of relevant experience as an account manager, director, or related experience.
  • Leadership, onboarding, and mentoring experience.
  • Excellent analytical and time-management skills.
  • Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
  • Excellent verbal and written communication skills.
  • Strong knowledge of clientele and superior customer service skills
  • Able to analyze problems and strategize for effective solutions
  • Solid negotiation skills and ability to build strong interpersonal relationships with clients and management
  • Ability to manage multiple projects and thrive under pressure

 

This position offers on-site, hybrid, or remote options.

Please send your resume along with a cover letter to [email protected] 

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