Customer Success Manager

COREL

8d•Remote

About The Position

The Customer Success Manager (CSM) plays a critical role at Parallels [https://www.parallels.com/] in the retention, growth, and success of our largest customers. The CSM will ensure our customers adopt our products to solve business needs and achieve a positive return on investment. The CSM is responsibile for a portfolio of customers and ensuring they continue to grow while having a positive overall experience during all the stages of their customer journey. The perfect candidate will be responsible for negotiating, securing the renewal, and upsell/growth of the account. This role involves a mix of relationship management, sales, and strategic planning to maximize customer retention and satisfaction. As the business grows, the Customer Success Manager will evolve and adapt to the needs of the business. Being comfortable with change is key. The CSM should become a trusted advisor and key influencer of long-term positive relationships with their customers and partners. To achieve this, the CSM will need to work closely with extended teams of the organization such as Sales, Marketing, Support, and Product to support a customer-centric culture.

Requirements

For this job we are looking for someone who has a good mix of technical and commercial skills.
3+ years of experience in a similar role within the industry.
Strong understanding of both contract negotiations and a typical renewals and sales cycle.
Takes initiative and is a fast learner. Loves innovation.
Passionate about solving customer needs in a process-oriented manner.
Able to set customer expectations which help set the mood for customer retention.
Adapts to evolving and changing environments.
Working knowledge and understanding of software sales, perpetual and subscription models.
Has an analytic mindset: can analyze data and define actions based on the results of the data.
Familiar with Salesforce or similar CRMs.
Fluent in written and verbal business level English. Every additional language the candidate masters is also seen as a big plus.

Nice To Haves

Every additional language the candidate masters is also seen as a big plus.

Responsibilities

Utilize CRM to keep track of key account data, contracts, opportunities, logging calls, communication, relevant notes, and success/risk mitigation plans.
Assist with development of Customer Success-related programs
Measure and follow up the overall customer satisfaction of our customers/partners. Understand the results and take actions to improve.
Help define methodologies to ensure all customers receive proper onboarding content shortly after initial purchase.
Become the trusted advisor for a group of key customers. Position product releases accordingly. Where needed involve Support and other teams to get the customer's (technical) needs answered. Make sure issues are detected up front and renewals are secured.
Identify risk in early stages by establishing processes to proactively monitor product utilization, understand customer adoption metrics and take necessary actions to identify adoption barriers. Where needed, help define product utilization best practices, increase platform consumption to secure the renewal. When usage is higher, inform sales of a potential upsell opportunity.
Establish ways to ensure that customers and partners receive product functionality and features relevant to their needs.
Measure and make sure customers run on supported versions of our products. Where needed take actions to ensure they are migrating to a recent version.
Identify relevant reference customers and coordinate with marketing the ref cases.
Proactively reach out to customers to discuss and implement additional improvement ideas based on customer data analysis and establish periodic touchpoints.