Strategic Customer Success Manager

About the role

Works directly with customers to improve their overall user experience, working one-on-one with customers beyond the already established one-to-many communication channels.
Accountable for the overall customer well-being by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship.
Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly.
Engages customers to verify that they are trained and effectively using the product on a consistent basis and provide recommendations to fill knowledge gaps to promote self-sufficiency.
Acts as a liaison between isolved and the customer with a focus on communicating key updates or events, the isolved roadmap, changes or enhancements, and spotlighting products or services etc.
Leverages available product learning resources and subject matter experts to maintain a high degree of knowledge on the features and functionality of isolved to advise on areas of opportunity for adoption and expansion.
Manages customer communication related to renewals and price increases and engages in negotiations as needed.
Champions customer advocacy including participation in the customer community, case studies, references, testimonials, and best practice knowledge sharing.
Functions as the voice of the customer, and provides internal feedback on how isolved can better serve our customers.

Responsibilities

• Works directly with customers to improve their overall user experience, working one-on-one with customers beyond the already established one-to-many communication channels.
• Accountable for the overall customer well-being by supervising and improving customer health, driving customer adoption, identifying references & product/service referrals, and acting as an escalation point for customer issues impacting the overall relationship.
• Documents standard customer meetings, required communication, and review/documentation of your defined accounts to identify opportunities and mediate potential risk promptly.
• Engages customers to verify that they are trained and effectively using the product on a consistent basis and provide recommendations to fill knowledge gaps to promote self-sufficiency.
• Acts as a liaison between isolved and the customer with a focus on communicating key updates or events, the isolved roadmap, changes or enhancements, and spotlighting products or services etc.
• Leverages available product learning resources and subject matter experts to maintain a high degree of knowledge on the features and functionality of isolved to advise on areas of opportunity for adoption and expansion.
• Manages customer communication related to renewals and price increases and engages in negotiations as needed.
• Champions customer advocacy including participation in the customer community, case studies, references, testimonials, and best practice knowledge sharing.
• Functions as the voice of the customer, and provides internal feedback on how isolved can better serve our customers.

Requirements

• Experience in Customer Success, Account Management, or a related customer-facing role.
• Excellent communication, presentation, and relationship-building skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Able to manage multiple priorities in a fast-paced environment.
• Experience collaborating across teams to achieve customer outcomes.
• Confidence managing difficult conversations, renewals, and negotiations.
• Proficiency with Microsoft Office (Outlook, Excel, PowerPoint).
• Experience with HCM, HR, or Payroll.

Qualifications

• No specific qualifications mentioned.

Skills

• Customer Success
• Account Management
• Communication
• Problem Solving
• Attention to Detail
• Collaboration
• Difficult Conversations
• Renewals
• Negotiations
• Knowledge Sharing
• Customer Advocacy

Benefits

• No specific benefits mentioned.

Pay

• No specific pay information provided.

Schedule

• No specific schedule information provided.