Customer Success Manager (MotorTech AI - A Keyloop Company)

Duties & Responsibilities

• Champion customer success across assigned accounts to drive successful onboarding, renewal and long-term loyalty to Keyloop
• Deliver business impact and innovation to a customer’s business by truly understanding the customers’ key business challenges and opportunities
• Build and nurture senior executive (including C-level) relationships across assigned accounts to solidify our partnership and commitment to the customer
• Work closely with the Sales organizations to develop growth and retention plans
• Foster strong customer relationships to enhance adoption, ensure retention and increase overall customer satisfaction
• Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
• Advocate for customer needs/issues cross-departmentally to ensure a seamless experience
• Represent the customer voice for Motortech AI across all areas of Keyloop
• Liaise with the wider Keyloop Customer Success teams where client onboarding is across multiple product streams
• Maintain a broad understanding of Keyloop’s value proposition and products to discuss with customers, with a view to encourage interest in upgrades and additional products and/or services
• Travel to customer sites as required. May be called upon during off-hours to become actively involved in resolving a customer issue
• Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction
• Take ownership of showcasing business & product performance metrics & KPIs - always being transparent on areas of improvement & opportunities for digital evolution whilst driving positive outcomes for our customers
• Accountable for Customer Success Plans & ownership of all associated goals
• The success metrics in this role will include timely onboarding progression, customer satisfaction (NPS), revenue attrition rates, and product & feature adoption.

Skills Required

• 3+ Years Customer Success Management experience
• CSM Experience for a Cloud Based Enterprise Software solution is a plus
• Ability to work independently and in a strong team environment
• Ability to maintain excellent colleague and peer relationships
• Excellent communication, presentation and negotiation skills
• Ability to quickly grasp and distinctly explain technological and business concepts
• Strong understanding of business processes and their implementation into enterprise applications
• Strong understanding of customer needs, and objectives
• Willingness to travel