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Lead and mentor a team of Customer Success Managers to drive the success and satisfaction of high-velocity accounts. Develop strategies for onboarding new customers, collaborate with cross-functional teams, define KPIs, and stay updated on industry trends to enhance customer success.
Professionally manage customer relationships, exceed retention goals, build executive relationships, ensure customer success, and drive upsells. Identify and address risks to client success, develop retention plans, and resolve account issues. Gain expert knowledge of products and services to provide exceptional customer support.
Analyzing data, suggesting process improvements, and maintaining reports for sales or customer success teams. Collaborating with cross-functional team members to provide actionable insights. Developing and implementing key performance metrics reporting. Utilizing database skills to extract insights from complex data sets. Identifying gaps in processes through advanced analytics and metrics.
