The Customer Success Manager (CSM) is a key player on the Customer Success team. As a Client Success Manager, you’ll be managing a set of named customers – driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. In this role, you must be willing to wear several other hats including general support and occasional onboarding work. The objective is to ensure the successful use of the PRM by every customer, helping them achieve the ROI for which they purchased the solution and ultimately leading to satisfied clients that renew their contracts. What You’ll Do Providing best-in-class responsiveness by creating an experience for the client in which they feel confident getting to a resolution. This may include influencing policies and procedures that optimize the customer experience. Gathering customer feedback to better inform our sales process and product roadmap, ensure completion of support tickets and service requests, advise on best practice configurations of the Impartner software, and provide strategic guidance to our customer decision makers. Providing ongoing technical and product support to their customers; our CSMs are often called upon to provide best practices or provide training to our customers. They may even help customers plan and understand the best ways to utilize the software and functionality based on the customer’s business needs and use cases. Own the customer contract and renewal process. Maintain a cadence of communicating with customers about their adoption trends, usage, and business plans. Identify opportunities for customers to act as Impartner advocates (e.g., testimonials, case studies). Collaborate closely with the Sales team to support expansion opportunities. Partner with clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by delivering and communicating ROI for clients, throughout the customer lifecycle. Who You Are Customer Success Manager need to possess superior interpersonal skills and be strong leaders. Must be highly organized and highly skilled in time management. Excellent oral and written communication skills. Capable of coordinating several resources, escalating concerns with appropriate detail for resolution and hold great negotiation skills for contract management. Proficient in Microsoft Office Suite, especially with Excel and PowerPoint. Knowledge of customer service practice and excellent negotiation skills. Technical aptitude with Partner Relationship Management (PRM) software such as PRM or knowledge and technical aptitude with other PRM platform. Experience with Customer Relationship Management (CRM) software such as Salesforce, Dynamics, HubSpot, etc. #J-18808-Ljbffr