Customer Success Operations Specialist at Grata optimizing processes for Customer Success team and supporting revenue growth through operational effectiveness.
About the role
- Client Success Manager responsible for retention and relationship management with customers at Blackline Safety. Driving growth opportunities and ensuring clients maximize product value.
Responsibilities
- Renew customers service contracts through our distribution networks, preparing renewal quotes and following through to completion
- Effectively manage account renewal negotiations including creating appropriate quotations, resulting in the completion of greater than 90% of renewals within the designated quarter
- Establish productive professional relationships with key personnel in assigned customer accounts, ensuring long term client retention and growth
- Identify and drive growth opportunities inside accounts, working with sales management to work as a team and help drive results
- Plan and execute annual, quarterly and other types of business reviews to ensure customers are deriving optimum value from their Blackline solution.
- Interpret customer concerns and mobilize the necessary internal resources in such a way that not only customer satisfaction is assured but our product offering is continuously improving
- Develop customer account plans in partnership with other Blackline teams and distribution partners
- Work as an ambassador to help clients realize the full benefit of available Blackline products and services
- Provide feedback to product management team on long term trends that may affect customer satisfaction or retention.
- Actively look for ways to improve process efficiencies and effectiveness
- Other duties as assigned
Requirements
- Fluency in French and English, with additional European languages a plus
- Proven experience managing customer relationships
- Minimum 3 years of B2B sales, or account management
- Excellent customer service skills, a desire to understand each customer’s needs, and help find the right solution for them.
- Clear communication, both written and verbal with strong interpersonal skills
- Post-secondary degree in business or marketing is an asset
- Proficient with MS Excel and an Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) application
- Functional in using MS Office and other corporate administration tools
- Ability to travel up to 25%
Job title
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