Ideas change the world. Help us change the way the world manages them.
The role of the Customer Success Manager is to manage customers proactively to develop and maintain a firm understanding of their business needs within their IP portfolio. You will gain insights and offer solutions, recommendations, and provide the support they need to accomplish their IP strategy. You will identify and resolve issues; work with colleagues across the organization to oversee the implementation solutions; secure the existing business, and increase revenue earning opportunities.
This is an excellent opportunity for career progression and growth. With a primary focus on strategic planning to manage and grow a customer’s portfolio, you will work towards evolving client relationships by maximizing the existing revenue and ensuring the delivery of the products and service which support the growth of the customer relationship. You will also collaborate with product partners and other stakeholders to ensure an effective and value adding strategy is identified for the client while minimizing potential risks.
Principal Duties and Accountabilities
Become a trusted advocate / advisor with customers
Discover and influence customer’s desired outcomes and ensure both CPA Global and the customer are fully aligned on how to achieve and measure those results
Advise clients on strategies and tactics for developing a healthy IP portfolio
Establish and oversee our client's adoption, training and development of best practices
Provide excellence in customer advocacy, driving satisfaction and a high likelihood to recommend our solution
Identify opportunities to increase or expand a customer’s engagement with CPA Global products and services in the context of maximizing usage, satisfaction, and ROI
Establish and maintain effective working relationships with geographically distributed virtual matrix teams across multiple business verticals and functions, including sales
Responsible, as a consolidated escalation point, for overall account management across CPA Global’s operations and services delivering a single service solution
Conduct internal reviews across all products and services to ensure continuous client focus, commitment and engagement
Collaborate with sales partners to coordinate internal and client senior management / stakeholders for regular reviews of progress against documented goals, priorities, and success criteria
Contribute to CPA growth objectives by maintaining high client satisfaction levels, and providing insights on growth and expansion opportunities.
Key Skills and Experience
5-7 years of client-facing Customer Success or account management experience
3-5 years of intellectual property experience
Understanding of CPA Global products and services
Ability to effectivaly interact at all levels of an organization and secure delivery of commitments
Capability to identify and analyze strategic aspects of enhancing and building client relationships
Exemplary communicator, ability to work with virtual matrix organizations, inspire teams, identify potential opportunities and deliver against expectations and commitments
Works well under pressure and delivers on time across multiple accounts and conflicting priorities
Is able to identify client insights from general discussions and feedback
Key Performance Indicators (where applicable)
This person is ultimately responsible for owning the long-term relationship with our clients, and is motivated by client retention and growth, providing business solutions and identifying opportunities to extend products and services into the account.
Retain customers and grow revenue and product breadth.
Collaborate with sales organization to identify opportunites for growth.
Develop and execute on account plans.
Identification and development of new offerings or improvements to further evolve client solutions where applicable
Positive movement in the Net Promoter Score (NPS) for the targeted clients
Generate referrals, case studies, and references with existing clients
"The long term success of our business relies on our people feeling a part of what we're doing. Together, let's take the right steps to building a strong corporate culture." Simon Webster CEO.
If you have any queries please reach out to our recruitment team at this address: firstname.lastname@example.org