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Career
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Customer Success Manager

Customer Success Manager

Arraya Solutions is looking for a Customer Success Manager to join our team! In this role, you will work closely with diverse customers to understand their businesses and build prescriptive sales and engagement strategies.

Arraya’s Customer Success organization supports Sales and Solutions by providing a strong understanding of customer health across Arraya’s customer base. The CSM organization focuses on strategic accounts to drive customer’s desired outcomes and maximize the value and satisfaction delivered to customers. The Customer Success Manager (CSM) is responsible for managing, retaining and growing relationships with a set of accounts across multiple industries and verticals ultimately positioning Arraya for renewal and expansion opportunities. The CSM will provide continual and proactive value-added interactions in order to drive customer experience throughout the customer lifecycle.

Responsibilities

  • Act as primary customer contact and trusted advisor
  • Collaborate with customers and develop a thorough understanding of their businesses, core objectives, pain points, organizational structure and operational requirements
  • Partner with the sales team to build a prescriptive sales and engagement strategy
  • Ensure customers are realizing the value of the products and services they have purchased through education campaigns, best practice consultation, feature adoption and periodic customer business reviews with your account team
  • Develop and implement Customer Success Plans to track milestones and measure progress against KPIs; build a plan detailing required steps/resources and manage stakeholder accountability toward completion
  • Drive customer satisfaction, retention and relationship growth
  • Utilize team resources to escalate issues and translate the customer’s business or technical challenges into business solutions
  • Work across all Arraya functions and practices to ensure a seamless customer experience making it as easy as possible to do business with Arraya and our partners
  • Leverage internal tools to manage, organize, track, analyze and report key customer information to the account team including customer renewals
  • Anticipate future customer needs and proactively address them with resources
  • Monitor customer activity and sentiment to identify signs of risk and create actionable mitigation plans
  • Share customer feedback with Arraya management for company development, efficiency and innovation
  • Strategy & planning

Requirements

  • 3+ years previous experience in customer facing role within customer success management, sales, strategic account management or consulting
  • Previous interaction with C-Level Executive Team desired
  • Proficient in Microsoft Office Products (Excel, Word, and PowerPoint)
  • Committed to customer satisfaction and a passion for customer success
  • Understanding of how to manipulate, analyze and interpret data
  • Ability to multi-task, prioritize and handle multiple projects/initiatives at one time
  • Proven ability to work collaboratively with cross-functional teams
  • Desire to learn new strategies/technologies
  • Ability to work collaboratively in a team environment
  • Self-motivated and detail-oriented with excellent written and verbal skills
  • Ability to break down complex tasks into actionable milestones
  • Problem solver with a desire to learn new things and adapt to changing landscapes
  • Proven ability to build relationships at all levels within customer base
  • Ability to manage influence through persuasion, negotiation and consensus building
  • Ability to understand complex technology and explain it simply
  • Ability to analyze existing and anticipated client requirements and promote consideration of Arraya’s solutions and services to meet those requirements
  • Bachelors Degree required

Position Type and Travel:

  • This is a full-time, permanent position
  • Day travel is required to customer sites

If you want to work in an exciting, fast-paced environment with an opportunity for learning and development, please reach out to us today! Please send resumes and cover letters to hiring@arrayasolutions.com.