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Large Accounts - Customer Success Manager at Colossus, Inc in Raleigh, North Carolina

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

As a Client Strategy team, we provide expertise to help our customers fully leverage the Caliber suite of products as well as strategic guidance to help them fully adopt software acquired.  In every interaction, we put our customers first and strive to exceed every expectation. Our ultimate goal is to deliver that “wow” experience that turns clients into Caliber evangelists, and customers for life.

We are looking for a Large Account Customer Success Manager to join our team!

Working alongside fellow Customer Success professionals, you will partnering with the customers teams, you will use your polished communication and strong executive presence, coupled with the unique ability to act as a trusted advisor and advocate while seeking out opportunities for growth and goals for renewal.

What your impact will be:

  • Execute all phases of the post-sales client lifecycle including relationship, retention and growth

  • Proactively monitor your Customer Health Score to speed up and scale communication, prioritization, decision making and forecasting of your customer success operations

  • Be a product and industry expert, and act as a trusted advisor and consultant to ensure your customer is leveraging the full value of Caliber

  • Establish strong relationships with decision-makers and key influencers within each account

  • Identify, clearly communicate and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies

  • Plan, prioritize and monitor issues, tickets, upgrades, quarterly reports and escalations for strategic customer accounts

  • Partner with customers to understand their current and future business goals and challenges and translate that into people, product and process strategies

  • Preemptively spot patterns to improve the usage and adoption of Caliber products and introduce and implement new products and features to your customers based off of needs that you have uncovered in your day to day strategic conversations

  • Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the voice of the customer to provide visibility and/or escalations, and maintain strong reference ability across your customer base

  • Drive product adoption, renewal and customer satisfaction by bringing value to your customers every day

  • Empower customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption

  • Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs

  • Spread and scale strategic learnings, operational efficiencies, and industry insights across Calibers Customer Success team

What we are looking for:

  • Ability to personally deliver customer onboarding program and strategic roll-out 

  • High level of customer empathy

  • Strong customer focus, you care about your customers and view their success as your own

  • You are flexible, learn quickly, and able to juggle and complete multiple priorities and projects (internally and externally) in a fast-paced environment

  • You know how to build trust and communicate effectively with Command Staff, Director-level contacts, along with day-to-day users of the software

  • Empowered to take accountability for portfolio’s performance

  • World class presentation skills; feel comfortable leading presentations and demos of our platform

  • Significant onsite time (available to travel 60% of the time)

What will make you stand out:

  • 3-5 years of relevant experience

  • Prior experience in Customer Success, Strategic Account Management, Product Management or equivalent history of increasing customer satisfaction, adoption and retention

  • Proven track record of demonstrated ability to on-board, support, and excite customers to deliver high customer satisfaction, advocacy, and loyalty

  • Excellent verbal and written communication skills

What we offer:

  • An attractive compensation package

  • A casual work environment

  • Full range of employee benefits 401(k), Health Insurance (medical, dental, vision, life, short and long-term disability, AD&D)

  • Paid Vacation

About us:

Caliber Public Safety provides Computer Aided Dispatch, Records Management, and Mobile solutions to 1,000+ Public Safety agencies across North America. Our customers include Federal & State Police Agencies, County Governments, Large Metropolitan, and mid-small cities. We pride ourselves in providing solutions with data sharing and interoperability at the core of our products. Approximately 40% of our team comes from Public Safety, that is why we share the same passion our customers do. We believe the best way to move our business forward is by taking care of our customers and employees – earning the right to win new business. As a business of Harris Computer Systems, our customers enjoy software for life. Meaning, we will never sunset a product in use by a maintenance paying customer. We are in the business of forever.