We Love AI JobsCustomer Success Manager
Acquire IntelligenceThe Customer Success Manager supports a portfolio of clients using Riskonnect products and services. The role focuses on adoption, renewals, resolving service issues, and identifying opportunities for account growth.
Key Responsibilities
Monitor client health, adoption plans, renewals, and customer outcomes across the assigned portfolio.
Coordinate issue resolution and corrective action plans with internal teams and client stakeholders.
Identify expansion opportunities and partner with account executives on client growth strategies.
Full Description
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
A Glimpse into Your New Role
• Ensures good customer health of client book
• Execute ongoing adoption improvement plans across customers (Onboarding, Web training, Email
Campaigns, etc)
• Manage client renewals
• Maintain regular contact with key decision makers and stakeholders and schedule stewardship
meetings as appropriate
• Work across the firm to drive resolution of identified issues and escalate issues where appropriate
• Ensure customer's desired outcomes are well understood, documented, and monitored
• Collaborate with Success Consultant on day to day client requests, including attending status
meetings and escalate service issues where appropriate.
• Articulate client needs objectives and work across the firm to develop and propose solutions
• Recommend and coordinate cross-functional improvements to the Customer Lifecycle
• Execute corrective action plans for customers at risk (Stakeholder Interviews, Issue Tracking, etc)
• Track results from action plans and follow escalation procedures when appropriate
• Identify Upsell and Cross Sell Opportunities
• Map customer stakeholders & users to Customer Personas
• Partner with Account Executives during Quarterly Business Reviews to create client growth strategy
• Feature Request Management
• Maintain knowledge of Riskonnect products/services and industry trend
Join the A-Team and experience the A-Life!