Monitor and analyze customer's usage of our product
Update job knowledge by participating in educational opportunities reading professional publications maintaining personal networks participating in professional organizations Communicate clearly the progress of monthly/quarterly initiatives to stakeholders Ensure the timely and successful delivery of our solutions to meet the business needs of each customer Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors Identify and close new business opportunities with customers, building long term partnerships Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis Simply – retain and grow revenue with customers while ensuring they are delighted with the relationship In addition to the responsibilities above, the CSM will need to communicate the benefits of the new platform (along with features) and guide customers to migrate as soon as practical. RocketDocs recently launched a new version of our platform and our current customers are actively migrating or will in 2022. The CSM will ultimately be measured on retention, expanding business with their assigned customers and customer satisfaction. The CSM will “own” a subset of our existing customers and will be responsible for deeply understanding their needs, ensuring reliable delivery of our platform products and services, seeking revenue growth opportunities, expanding our footprint more broadly in the enterprise, annual renewal process, and ensuring customer satisfaction. Ideally located near Baltimore Maryland, though working remotely is an option for the right candidate. RocketDocs – Customer Services Manager (CSM)