Job Description

Job Description

Job Description

Benefits:

The company offers medical, dental, vision, short and long-term disability, life insurance, the ability to participate in 401K and paid time off as applicable.

Summary of Position:

The Customer Success Manager II (CSM II) will be responsible for building and maintaining strong relationships with customers, ensuring they achieve success with our solutions, and driving overall customer satisfaction and retention. The CSM II will drive higher-level customer success strategies, mentor junior team members, and collaborate on cross-functional projects to enhance the customer experience.

Essential Functions:

• Manage more complex and high-value accounts, serving as a senior advisor to key stakeholders
• Lead strategic discussions with customers to align their goals with our solutions
• Oversee complex onboarding processes and ensure successful implementation of our solutions
• Anticipate and address sophisticated challenges with innovative solutions
• Utilize advanced analytics to monitor and improve customer health metrics
• Develop tailored strategies to enhance customer satisfaction and retention
• Conduct in-depth business reviews and strategic planning sessions with customers
• Synthesize customer feedback to drive product and service improvements
• Lead initiatives for upselling and cross-selling to maximize account growth
• Develop and implement comprehensive retention and expansion strategies
• Develop and document the overall customer success adoption strategy and plans
• Drive leading metrics of success, including customer health score and adoption rates
• Mentor and support junior customer success managers
• Lead cross-functional projects to enhance the overall customer experience

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This job operates in a professional office & and remote environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. This Role is spent in the field (more than 51% of the time) there will be travel involved as well as working from the home office.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee in this position frequently communicates with other co-workers/clients who have inquiries about the various projects and other needs. Must be able to exchange accurate information in these situations. The employee must be able to remain in a stationary position 75% of the time. The employee in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operate a computer and office machinery such as a calculator, keyboard, copy machine, and printer. Frequently moves boxes with equipment weighing up to 25lbs across the building and/or to other offsite buildings for various project needs.

Required Education and Experience:

• Bachelor’s degree in Business, Marketing, or a related field
• 6-8 years of experience in customer success, account management, or a related field

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field
• 6-8 years of experience in customer success, account management, or a related field
• Demonstrated success in managing complex accounts
• Ability to navigate complex organization structures and foster relationship with key individuals throughout the account
• Strong leadership and mentorship skills
• Ability to influence without authority
• Excellent analytical and strategic thinking abilities
• Advanced problem-solving and project management skills

AAP/EEO Statement:

3MD Inc. is an equal opportunity employer and does not discriminate based on gender, sex, age, race and color, religion, marital status, national origin, disability, sexual orientation, gender identity or expression, veteran status, or any other category that is protected by applicable law.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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