Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As a key member of the Customer Success team, this role is technically savvy, highly organized, and excels at client relations. You will manage the full customer lifecycle, demonstrating best practices and driving value by increasing adoption, growing revenue, and enabling customer advocacy with a focus on retention.

Responsibilities

• Set the strategic tone, direction, and supervision of client engagement, including client needs, staffing, strategy, and quality of work.
• Manage customer expectations and serve as a focal point for customer service issues.
• Support the customer success team to ensure quality execution that drives towards client business objectives and key metrics.
• Increase ARR across existing accounts through the execution of growth/upsell strategies.
• Drive retention for each account through customer advocacy, increased usage, and adoption strategies.
• Provide ongoing post-implementation support and account management.
• Ensure all projects are delivered on time, within scope, and within budget.
• Develop and run a detailed project plan to track progress.
• Manage changes in project scope, schedule, and costs using appropriate verification techniques.
• Manage the relationship with the client and all stakeholders.
• Establish and maintain relationships with third parties/vendors.
• Align client and vendor goals for mutually beneficial outcomes through relationship-focused client management.
• Coordinate with various internal teams to build effective strategies for the existing customer base.
• Implement strategies that decrease churn and increase upsell opportunities.
• Focus on customer intimacy by understanding customers' key business issues and opportunities to deliver business impact and innovative improvements.

Requirements

• Self-starter with the ability to handle ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively.
• Ability to influence through persuasion, negotiation, and consensus-building with senior leaders, customers, and internal stakeholders.
• Knowledge of managing in a SaaS environment.
• Strong empathy for customers and their business challenges.
• Proven track record in the management of global service delivery operations.
• Experience with Salesforce.com, JIRA, and other engagement tools is a strong plus.
• Excellent communication skills with customers and key executives.
• Ability to identify risks and dependencies and implement mitigation plans.

Skills

• Client-facing communication
• Internal communication
• Written communication
• Verbal communication
• Problem-solving
• Negotiation
• Consensus-building
• Project management
• Customer relationship management
• Business process management

Work Type

• Occasional international travel

Experience Level

• At least 3 years experience in a similar role

Salary/Compensations

• Good base salary and outstanding commission scheme

Benefits

• Many of the perks you would expect in a bigger business

About the Company

• Integreon is a trusted, global provider of award-winning legal and business solutions to leading law firms, corporations and professional services firms.
• Our highly trained, experienced staff of over 3,000 employees globally service a comprehensive range of client needs that require scale and expertise, enabling clients to become more operationally efficient.
• Integreon works with corporations and law firms who rely on our team’s experience and expertise in documents, administrative and business services.
• With delivery centres on three continents, Integreon offers multi-lingual, around-the-clock support, as well as onshore, offshore and onsite delivery of our award-winning services.