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16Apr

Customer Success Manager

Eagle Point Software Corporation, Dubuque, IA Dubuque, IA

Position Overview

Eagle Point Software is looking for an engaging, tenacious and detail-oriented Customer Success Manager who can manage and guide multiple customers through software implementation and rollout. The Customer Success Manager will coordinate and prioritize project tasks, demo the software, provide customer support, manage timelines and maintain project plans while communicating status to the key stakeholders both internally and externally.

The ideal candidate will possess critical thinking skills, ability to challenge others to drive productivity while maintaining strong customer relationships. A successful candidate will have excellent project management skills along with the ability to command the attention of a group of people through strong communication skills, confidence and assertiveness.

Job Location: Dubuque, Iowa area (preferred but not required)

Travel: Some travel required

Role & Responsibilities

The primary role of the Customer Success Manager is to lead and support all aspects of customer implementations for our Pinnacle Series software.

This includes:

  • Define the detailed project implementation plan for each customer
  • Coordinate and assign project tasks, establish and manage timelines and maintain project plan
  • Provide demonstrations of the software both pre and post-sale
  • Manage the internal resources (SMEs) and external resources (customer SMEs and champions) throughout the project
  • Hold all project resources accountable to the completion of tasks and meeting the timeline established
  • Serve as the lead contact for customer interactions and implementation activities
  • Coach and prepare customers for successful rollout
  • Develop, track and report key implementation progress metrics
  • Prioritize and escalate issues when needed, keeping key stakeholders informed of progress
  • Ensure customer satisfaction through follow-up, client responsiveness and thorough communication
  • Develop and maintain implementation best practices, document procedures and standards
  • Learn new releases and functionality in preparation for the next implementation
  • Assist clients in the identification and mitigation of software adoption barriers including but not limited to technical issues, communication issues, and cultural differences.

Background/Requirements

  • Relevant Bachelor’s degree; preference for Business, Organizational Development, Project Management or related degree
  • Ability to manage multiple customers and implementation projects simultaneously
  • Proven ability to influence others and lead customer engagements
  • Desire to lead and enforce project tasks
  • Ability to perform ongoing analysis of customer engagement and take the necessary measures to increase product usage and adoption
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize and manage time effectively
  • Strong internal communication skills including the ability to work with all levels of an organization

Preferred Skills/Experience

  • Experience with client implementations of software solutions
  • Experience supporting organization/process change initiatives
  • Background of post-sale and sales experience
  • Change Management experience
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Apply by Email:angie.kruser@eaglepoint.com
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Job Details

Req Num --
ID 654779
Location
Dubuque, IA
Dubuque, IA
Positions 1
Type
Employee
Status
Full Time
Pay --
Categories
Customer Service
Technical
Sales/Service
Benefits

Preferred Candidates

Years of Experience 1-2 Years
Education Associates

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