- Develop and manage a long-term adoption and value realization plan by customer group.
- Drive value for customers via adoption-based outreach campaigns leveraging value-based metrics of customers SaaS solutions
- Monitor and drive adoption metrics for their customer group (ie deployment, utilization, and value realization)
- Coordinate various customer engagement campaigns including email campaigns, online communities, webinars, collateral creation, etc
- Monitor campaign analytics and contribute strategic ideas to increase customer engagement
- Assess customer health by evaluating ongoing customer satisfaction and tracking NPS
- Assist with drafting, editing and managing content creation for outgoing digital channels
- Collaborate with internal teams on new digital ideas, direction and methods to enhance customer success efforts
- Work as a liaison between our team and corporate marketing to submit and complete marketing projects
- Understand customers industry and business processes
- Provide value-added recommendations to customers on industry trends and best practices
- A Customer Success Manager (CSM) who exclusively engages with customers digitally plays a crucial role in ensuring customer satisfaction, retention, and growth in a virtual environment. This role is especially relevant in todays digital era, where many interactions take place remotely. Heres an overview of the job profile for a digital-focused Customer Success Manager:
Virtual Relationship Building: Develop and maintain strong customer relationships through digital channels, such as emails, chats, video calls, and social media.
Onboarding and Training: Assist customers with remote onboarding, providing digital resources, guides, and training sessions to ensure they can effectively use the products or services.
Proactive Engagement: Initiate regular digital touchpoints with customers to understand their needs, challenges, and goals. Offer solutions, share best practices, and address any concerns they may have.
Usage Monitoring: Utilize digital analytics and usage data to monitor customer engagement and identify opportunities for value optimization.
Virtual Workshops/Webinars: Organize and host digital workshops, webinars, and training sessions to educate customers about product updates, features, and industry trends.
Customer Feedback: Solicit feedback from customers through digital surveys, polls, and feedback forms. Use this feedback to improve products, services, and customer experiences.
Digital Success Plans: Create and maintain customized digital success plans for each customer, outlining their goals, key milestones, and the strategies to achieve them.
Renewal and Upsell Campaigns: Execute digital campaigns to drive renewal and expansion opportunities. Showcase the value of additional products or services that align with customer needs.
Virtual Events: Participate in virtual industry events, conferences, and forums to showcase the companys expertise and network with customers.
Virtual Communities: Foster a sense of community among customers by facilitating digital forums, online user groups, and social media discussions.
Customer Advocacy: Act as a virtual advocate for customers within the organization, conveying their needs, challenges, and feedback to relevant teams.
Data Analysis: Use digital data analytics tools to track customer engagement metrics, identify trends, and measure the effectiveness of digital engagement strategies.
Skills and Qualifications:
- Proficiency in digital communication tools, such as email, chat platforms, video conferencing, and social media.
- Excellent written and verbal communication skills for effective virtual interactions.
- Strong customer empathy and the ability to understand customer needs remotely.
- Technical aptitude to navigate digital tools and platforms.
- Problem-solving skills to address customer challenges remotely.
- Data-driven mindset to analyze digital engagement metrics and make informed decisions.
- Time management skills to handle a high volume of digital interactions effectively.
- Creativity in developing engaging digital content and resources.
- Ability to adapt to changing digital technologies and customer preferences.
- **Note:** A digital-focused CSM requires a deep understanding of virtual engagement strategies and the ability to build meaningful relationships and drive customer success through digital means. This role is especially important as businesses continue to embrace remote work and digital communication channels.
Specific Goals Center On The Following
- Customer adoption and consumption of SaaS technology
- Customer retention
Key Activities Include
- Ensure client satisfaction, success and retention
- Automate customer check-ins & periodic business reviews
- Monitor customer performance and health score
- Oversee customer success value metrics requirements
- Be effective in collaborating with a broad range of colleagues across Company
- Curate for your customers appropriate product and industry information, and relevant Blue Yonder news.
- Be a creative problem solver
- Identify strategic risks and take action for resolution
