Description
Customer Success Manager
Reporting to: Manager, Customer Success
Location: Remote
Travel expectations: up to 50%
Your Impact:
Are you a self-starter who loves problem solving and helping customers find solutions? If so, being our Customer Success Manager is perfect for you! Successful Customer Success Managers are technology-savvy individuals that partner with our customers and demonstrate how our products improve their daily workflows. Given how critical your role is, you will also be ready to be called on by police services for help at any moment. You are the “boots on the ground,” and primary point of contact helping find solutions for our customers.
The ideal candidate will ensure customer success by:
- Focusing on customer retention and managing customer relationships
- Cultivating existing projects and qualifying new opportunities
- Assist in training and customer support for implementations and trials
Your Day to Day:
- Your goal is to provide excellent customer service and technical support daily to our largest customers making sure their expectations are exceeded
- Develop and maintain client relationships to help drive revenue growth
- Tracks customer activity in internal systems in order to execute on account strategy and identify additional opportunities
- You collaborate daily with both external customers and internal employees for smooth resolution to issues
- You have high availability and will assist customers if any issues occur outside of normal business hours
- You document any processes or issues, and providing feedback or suggestions to the internal team for improvements
- Manage any requested projects or assignments involving your customers, acting as liaison between Axon and the agency
- All other duties as assigned
What You’ll Bring:
- Degree level education or equivalent
- 3+ years in a customer facing support role
- Must be willing and able to travel as required
- Strong and proven track record of successfully managing customer relationships and technical projects
- Proficiency in Software as a Service value propositions
- Familiar with Salesforce, Gainsight, and Jira
- Understanding of SaaS, Cloud providers/solutions, Virtualization, Storage
- Familiarity with networking methodologies, Wi-Fi, telecommunications, and Internet technologies
- Basic knowledge of computer hardware, operating systems, and storage devices
- Solutions Sales Experience an asset
- Collaborative team player with excellent interpersonal, communication, and organizational skills; adept at strategic problem-solving, working with sales and support teams, and managing enterprise-level customers.
- Self-motivated and detail-oriented, with proven ability to manage schedules and territories independently, delivering exceptional results in a dynamic, fast-paced market.
- Experience working with Enterprise-level customers an asset
- Experience with longer sales cycles to Government and following rigid procurement processes
