Client Success Manager Liaison Technologies
The client success manager (CSM) creates and maintains high levels of customer satisfaction for his strategic account. The CSM will build and maintain strong relationships throughout the customer organization through meetings and events both on-site and teleconference. The primary goals of the CSM are to promote customer engagement(s) success both internally and with the client, identify and articulate the customer satisfaction level and, identify areas for growth and expansion of Liaison services within the account.
Recurring satisfaction reports will be communicated to client and Liaison executive management in the form of quantitative scorecards and overall perception feedback acting as a voice of the customer. As a change agent, the CSM will identify and promote tangible ideas and approaches to progress overall health of the account through improved project delivery, operational support, and sales delivery.
Developing trusted advisor relationships with key business and technical leaders.
Works with Sales, Service Delivery, Contracts and Business operations to initiate, approve, monitor/ensure compliance of and govern internal SOPs to promote the highest level of quality and customer satisfaction.
Partner with Sales to develop a comprehensive growth plan for the designated account that includes growth of existing engagements and identify adjacent new engagements, on-going customer support and discovery of major new business opportunities.
Implement tools and processes that capture and disseminate critical client information to Liaison personnel in Service Delivery, Technical Operations, Support, Sales, and Product Development.
Promote increased accountability and solidify the communication between the customer and our client facing teams.
Capture, measure and report on customer engagement satisfaction.
Developing and executing formal customer success plans, and tracking and reporting on key metrics for adoption and success.
Collecting and documenting findings from customer experiences and communicating them to various department teams and executive teams inside Liaison.
Driving advocacy for customer needs within Liaison with the authority to provide leadership in process changes to make client engagements more successful.
Promoting an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts.
Strategic visionary - can create a compelling vision as to how Liaison?s products and services will fulfill client needs
Executive customer relationship building - can develop an understanding of multiple stakeholders views and the overall account strategy necessary to influence positive outcomes for Liaison and the client
Collaboration - bring together individuals from sales, service delivery and marketing to solve client problems
Influencing - able to articulate sound business reasons for win-win client/Liaison outcomes ?Business development
Financial acumen: Ability to develop short and long-term financial perspectives
Application of Liaison solutions to solve business problems
Competitive insight - knowledge of how various competitors? products and services meet industry vertical needs and compare to Liaison
Communication - strong interpersonal communication skill and ability to read people well.
||3157 Royal Drive |
Atlanta, GA 30022
Proven in production around the world, Liaison Technologies software and services readily scale across
heterogeneous enterprise environments, including legacy systems, and offer unified visibility for
improved analysis, decision support and operational efficiency.
Our solutions and support have established a new standard of quality for the industry, and are trusted
by the world's most demanding organizations to exchange and protect billions of payment card
transactions, all manner of sensitive and regulated data and business-critical file transfers.
Profitable Investors: Noro-Moseley Partners
, UPS Strategic Enterprise Fund All Jobs: at Liaison Technologies
|Headquarters:||3157 Royal Drive|
Atlanta, GA 30022
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