Lwolf
Strategic Customer Success Manager
USA Full Time
LwolfCustomer Service
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Source: Remotive
About the job
Our collaborative and dynamic Customer Success group is responsible for acting as trusted advisors to our customers. In this role, you will work on a range of activities such as collaborating on solutions cross functionally, driving customer adoption, and assisting customers in identifying additional value-creation opportunities.


ESSENTIAL RESPONSIBILITIES AND DUTIES:
  • Take an active role in campaigns and business-building initiatives with the goal of increasing customer satisfaction.
  • Execute individualized/segmented account engagement plans for driving growth and adoption of Lone Wolf solutions for strategic accounts within assigned territories.
  • Demonstrate product knowledge surrounding the adoption and usage of Lone Wolf core products.
  • Work with key stakeholders to establish strong business relationships.
  • Maintain a regular cadence of contact to identify and address business needs and challenges, field requests, and actively recognize cross-sell and up-sell opportunities.
  • Coordinate the involvement of company personnel to meet account objectives and expectations, escalating issues when necessary.
  • Manage renewal activities for contracted customers.
  • Prioritize and schedule work activities to ensure established targets are achieved or exceeded. 
  • Use product and industry knowledge to help fill customer knowledge gaps, guide customers to the use of help resources, and reduce support dependency.
  • Successfully master departmental KPIs 


    • QUALIFICATIONS:
  • EDUCATION:  Bachelor’s Degree preferred.
  • EXPERIENCE: 
  • 5+ years working within a customer-facing account management, Sales role or similar
  • Experience working in a fast-paced, entrepreneurial, diverse and dynamic environment.
  • Proven success in a competitive or goal-oriented work environment.
  • Focus on Advocating for the Customer 


    • KNOWLEDGE/SKILLS/RESPONSIBILITIES:
  • Strong focus on customer satisfaction
  • Strong listening and communication skills
  • Efficient problem-solving abilities
  • Strong time management and organizational skills
  • Ability to successfully manage/execute multiple projects simultaneously
  • Ability to tackle issues with a sense of urgency while maintaining professionalism and accuracy
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