Enterprise Customer Success Manager: Growth & Adoption

Hopkins Printing; Northern (KY); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Health and Life Insurance

401(k) Plan

Paid Holidays

PTO

Job summary

4over is seeking a Customer Success Manager to build and nurture relationships within high-value, Enterprise-level accounts. You will handle day-to-day customer satisfaction, order management, and problem resolution, and report revenue opportunities to the assigned KAM/RAM.

The role emphasizes proactive communication, collaboration with Sales, Product Development, and Marketing, and coordinating onboarding and training to ensure successful implementations and ongoing customer health.

Qualifications

• High school diploma or equivalent; college degree preferred.
• General PC knowledge including Microsoft Office, Internet, and email
• Print industry experience preferred.

Responsibilities

• Successfully manage client relations, providing excellent customer satisfaction.
• Ability to identify customer needs and recognize cross-sell, upsell, product adoption, and revenue growth opportunities.
• Work alongside Key Account Manager or Regional Account Manager on overall account strategy and exection
• Communicate clearly and effectively with customers and collaborates with internal teams ensuring resolution.
• Identify and resolve order/expereince trends and risks as well a priority jobs and trouble tickets.
• E stablish and maintain effective working relationships within assigned accounts.
• Use proactive communication, and orchestrate internal resources as needed.
• Monitor customer health, satisfaction, risk, and revenue growth monthly. Understand performance metrics and their impact on customer satisfaction and revenue performance.
• Participate in Quarterly Business Reports and regular account reviews between KAM/RAM within portfolio of assigned accounts.
• Coordinate on-boarding and training as dictated by customer needs with Sales team input.
• Establish inter-personal relationships with 4over departments.
• Identify and resolve order/ experience trends and risks as well as priority jobs and trouble tickets.
• Coordinate communication and action plans with KAM/RAM on new releases including product, pricing, shipping.
• Coordinate resources and meetings within Technology and Sales for successful API and PrinterBridge integrations within assigned accounts.
• Ensure successful implementation of cross-sell/up-sell opportunities with Sales, Product Development, and Marketing.
• Communicate with KAM/RAM, Customer Experience and Sales Leadership to mitigate negative impact to 4over revenue.
• Work with Customer Experience and Quality Assurance to help resolve customer priority tickets.

Skills

Customer relations

Upsell opportunities

Account management

Communication

Time management

Education

High school diploma or equivalent

College degree preferred

Job description

4over is seeking a Customer Success Manager to build and nurture relationships within high-value, Enterprise-level accounts. You will handle day-to-day customer satisfaction, order management, and problem resolution, and report revenue opportunities to the assigned KAM/RAM.

The role emphasizes proactive communication, collaboration with Sales, Product Development, and Marketing, and coordinating onboarding and training to ensure successful implementations and ongoing customer health.