We are seeking a highly motivated and customer-centric individual to join our team in Dublin as Customer Success Manager (CSM). As a Customer Success Manager (CSM), you will play a crucial role in ensuring the success and satisfaction of our valued customers.
Milient is an innovative SaaS company developing comprehensive project management software. Our products are used daily by project-driven businesses, including architects, consultants, and engineers. At Milient, we value innovation, collaboration, and continuous learning.This role is based in Dublin, with a working start time of approximately 11:00 AM, to support our US-based customers.
Responsibilities:
* Develop strong customer relationships, serving as their primary point of contact and trusted advisor for all post-sales activities.
* Proactively engage with customers to understand their business needs, goals, and challenges, and provide strategic guidance to maximize the value they derive from our software.
* Onboard new customers and guide them through the implementation process, ensuring a seamless and successful adoption of Milient's solution.
* Conduct product demonstrations and training sessions to educate customers on Milient's features, functionalities, and best practices.
* Monitor customer usage and adoption of Milient, identifying opportunities for upselling and cross-selling additional features or services.
* Regularly conduct check-ins with customers to review their usage, address any questions or concerns, and provide ongoing support and guidance.
* Collaborate closely with the global CS as sales teams to identify opportunities for account expansion and support the renewal process by conducting contract negotiations and securing renewals.
* Advocate for customer needs within the organization, working closely with product management and development teams to provide feedback, churn prevention, and suggest enhancements or new features.
* Continuously monitor customer health metrics, such as satisfaction, engagement, and retention, and take proactive steps to address any potential risks or issues.
* Stay updated on industry trends, best practices, and competitor offerings to ensure customers are getting the most value from Milient's solution.
* Serve as a customer advocate, gathering feedback and relaying it to the appropriate teams to drive product improvements and enhance the overall customer experience.
* Contribute to the development of customer success strategies, processes, tools, and resources to scale and optimize the customer success function.
Who are you?
* 3+ years’ proven experience in a customer success or account management role, preferably in the software or SaaS industry.
* Exceptional customer relationship management skills, with a genuine passion for driving customer success and satisfaction.
* Excellent communication and presentation skills, with the ability to effectively engage with stakeholders at all levels.
* Strong problem-solving and critical-thinking abilities, with a proactive and solution-oriented mindset.
* Ability to work independently, manage multiple customer relationships, and prioritize tasks effectively.
* Demonstrated track record of achieving customer retention and expansion goals.
* Technical proficiency and the ability to understand and effectively communicate software concepts.
* Familiarity with CRM systems and customer success platforms.
* Strong organizational skills and attention to detail.
* A bachelor's degree in a relevant field is preferred.
* Fluent in English (required for effective communication with international customers and team).
Why Milient?
You’ll be joining a company in exciting growth, working with innovative SaaS products, great colleagues, and a fast-paced, collaborative culture where ambition is welcomed.
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