Customer Success Manager

NexGenSolutions LLC; Zionsville (IN); On-site; USD 80,000 - 100,000; Full time

Job description

NexGenCAM LLC Customer Success Manager

Zionsville, IN·Remote·Full time

NexGen Solutions is looking for a Customer Success Manager who will be integral in retaining and supporting the existing and future customer base. They will focus on contract renewals, customer health checks, and act as a liaison between customers and the technical support team. This position has a chance to make a large impact on a growing team and company.

Company Description

NexGen Solutions is a leading provider of Autodesk design and engineering solutions to the design and manufacturing industries. NexGen Solutions provides CAD software and technology expertise to the US and Canada. NexGen Solutions Technologies is an Autodesk Gold Partner.

Job Description

NexGen Solutions is looking for a Customer Success Manager who will be integral in retaining and supporting the existing and future customer base. They will focus on contract renewals, customer health checks, and act as a liaison between customers and the technical support team. This position has a chance to make a large impact on a growing team and company.

Responsibilities

• Software contract renewals - Sending out communication a minimum of 90 days in advance of the contract end date and ensuring customers renew on-time.
• Customer Health Checks - CS Team members are responsible for coordinating and leading customer health check meetings to gain feedback and understand the customers goals for the next period.
• Act as a liaison between the customer and the technical support team, logging support cases and coordinating with the appropriate PMT Support person to ensure timely resolution.
• New Customer Kickoff Meetings - Within 30 days after the sale of a new product or service, the CS team will contact the customer to ensure proper implementation, licensing, and adoption of the product or service purchased in a virtual WEB environment.
• Implementation support - The CS team will be a point of contact between PMT Sales and Technical Teams to ensure proper alignment of resources for post-sales training and implementation services.
• Maintain customer service phone line for light inbound calls.
• Participate in coordination between the sales and marketing teams.
• Liaison from Sales to Order management Team for quoting and invoicing.
• Organic Lead Generation - CS members are responsible for identifying opportunities during customer health checks for new products or services that align with the customers needs and send them to either Inside Sales or the Outside Sales Team.

Qualifications

• Bachelor's Degree or equivalent experience.
• 2-3+ years of experience as a customer success professional.
• Proven track record of high level customer service.
• Understanding use of CRM systems for quoting, order management, and customer engagements.
• Experience using MS Suite, GSuite.
• Experience developing and maintaining Standard Operating Procedures.
• Ability to work and function well in a team environment.