Customer Success Manager

Position Overview:

This position supports one of our portfolio products, Master Library. The Customer Success Manager is responsible for ensuring strong partnerships with key Follett Software customers including building strong relationships with key stakeholders at the District resulting in increased customer satisfaction, retention and referenceable districts to support sales. This position is the strategic resource and main point of contact for our largest, high valued customers to drive industry best practices and the evolution of Follett Software product and services integral to the customer's success.

The purpose of this role is to own the customer relationship post sale to have strong partnerships with customers and key stakeholders resulting in increased customer satisfaction, retention, advocacy/referrals and upsell opportunities. This position covers three main areas to achieve that;

• Proactively manage accounts and ensure all customers unlock the full value of Accessit and wider Follett product/third party solutions.
• Serve as the main contact for all customers’ issues related to ongoing service and support challenges, managing the customers’ expectations, and implementing action plans where needed.
• Managing customer renewals for all assigned accounts.

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Build and maintain strong relationships with sales representatives, customer-facing teams (Sales, Professional Services, Software Development, and Marketing), and district leadership.
• Develop and implement product specific success plans with district leadership to meet business goals.
• Act as a trusted advisor, providing specialized guidance and coaching throughout the customer journey to achieve Success Plan milestones.
• Manage proactive customer interactions in service, training, and project engagements to enhance partnerships.
• Understand industry challenges and goals to effectively map Destiny features to customer needs.
• Lead regular District Business Reviews with key customer and Follett stakeholders.
• Participate, drive, and assist in upsell/cross-sell and renewal processes
• Promote collaboration between districts and facilitate roundtable discussions for assigned customers.
• Develop and manage targeted outreach programs to drive customer engagement and satisfaction.
• Share best practices and thought leadership both internally and externally.
• Support the contract renewal process, aiming to minimize customer attrition and ensure successful renewals.
• Advocate for customer feedback to influence product development and improvements.
• Collaborate with other customer success managers to develop and refine strategies for Follett products and services.
• Attend training sessions to enhance product and process knowledge and engage in ongoing professional development.
• Other duties and tasks as assigned.

Qualifications include:

• Bachelor’s degree in Business Administration, Communications, Marketing, Computer Science, or a related field (or equivalent experience).
• 4-6 years’ experience in customer success/account management in support of revenue clients is necessary.
• Proven successful experience in customer success/account management in support of large revenue clients is necessary.
• Exercises independent judgment and empowered to implement solutions to service the customer.
• ​Proven experience communicating to C-level executives effectively
• ​Project Management experience
• ​Strong troubleshooting and analytical ability ​ Self-starter, positive, creative problem solver.
• Ability to manage multiple customers' demands with excellent time management and interpersonal skills.
• Strong decision-making abilities.
• Strong organizational and project management skills.
• Proven initiative with troubleshooting and analytical ability.
• Adaptable problem solver: Thrives in fast-paced environments, embraces challenges with a "can-do" attitude, is independent and demonstrates proactive strong problem-solving skills.
• Customer-centric: Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles.
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers.
• Team player: Can build strong relationships with others across the organization, preferably in a global matrix environment. Proven experience collaborating with diverse stakeholders.
• Proficient PC and technical/software skills.