Customer Success Mgr

POSITION PROFILE

Our Customer Success team is critical to our success and mission. As part of this team, you enable customer success by providing support to clients after they have purchased subscription, services-based products. Partner with customers to help them achieve a declared state of success with their Ricoh Services. You will do so by leveraging success plans, product expertise, and a deep understanding of the customer's business to provide confident, expert-driven leadership to your assigned customers.

JOB DUTIES AND RESPONSIBILITIES
  • Act as a trusted advisor that continuously builds confidence through clear communication and by delivering on commitments.
  • Establish relationships with customer sponsors, speaking on a frequent cadence to strengthen relationships while uncovering new opportunities
  • Monitor and manage key performance metrics like customer satisfaction, renewal rate, upsell/cross-sell lead identification, reference-ability, renewal likelihood, adoption, consumption, and customer engagement
  • Prepare Success Plans for each customer based on inputs including current entitlement and usage data, relevant product and customer updates or highlights, and clear recommendations and next steps for the next stage of the success journey.
  • Analyze current product usage and other success indicators to identify specific improvement opportunities for each customer based on a prescribed success plan.
  • Lead structured Success Meetings to show customers where they currently stand and provide confident, clear success goals and next steps for them to grow their usage and value towards best practice.
  • Utilize strong project management skills to implement Success Plans, and ensure that both the customer and internal teams are working towards mutually agreed objectives.
  • Invest in self-directed and other forms of learning to build expertise in the assigned products and customers.
  • Identify and escalate risks to the customer and support team to achieve client success
  • Identify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concerns
  • Assist the sales team in demand generation in current customers that would find value in our product offerings.
  • Monitor customer health and engage extended Ricoh teams to execute "get well" plans.
  • Performs other duties as assigned


QUALIFICATIONS (Education, Experience, and Certifications)
  • Experience in customer-facing roles including customer success, customer support, project management, presales, professional services, training, or consulting -- 2+ years strongly preferred.
  • Bachelors degree or equivalent experience
  • Self-motivated and self-disciplined to work successfully in an office or virtual environment.
  • Excellent written and verbal English communication skills.

 

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