Position Overview:
Job Summary
DocuPhase is thrilled to be expanding our Customer Success team! We are seeking experienced and enthusiastic CSMs who are passionate about empowering our customers to maximize the value of DocuPhase solutions.
At DocuPhase, a Customer Success Manager's primary responsibilities are fostering strong relationships with our customers and ensuring their successful utilization of our solutions. You will serve as their guide and advocate for success, addressing their needs, resolving issues, and guiding them through adoption, goal attainment, and expansion processes.
Key Responsibilities:
- Build and maintain strong, long-lasting relationships with customers.
- Understand customers' goals, challenges, and requirements to develop and execute customer success plans aligned with customers' business objectives.
- Regularly review customer success plans with stakeholders to adjust strategies as needed.
- Proactively engage with customers to ensure satisfaction and address any concerns.
- Act as a customer advocate within the company, providing feedback and insights to internal teams to drive product improvements and enhancements.
- Drive product adoption and usage among customers to maximize value realization.
- Identify opportunities for upselling or cross-selling additional products or services based on customers' needs and usage patterns.
- Work closely with the sales team to identify expansion opportunities and facilitate the renewal process.
- Represent the voice of the customer in strategic discussions and decision-making processes.
Qualifications:
- Experience in FinTech or Finance preferred.
- Bachelor's degree in business, or a related field (preferred).
- 2+ years proven experience in customer success, account management, or a similar customer-facing role.
- Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Excellent problem-solving and conflict resolution abilities.
- Detail-oriented with strong organizational skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Willingness to adapt to changing priorities and embrace new challenges.
- A passion for delivering exceptional customer experiences and driving customer success.
- Familiarity with CRM software and other relevant tools.