Customer Success Manager

NexGen Solutions is a leading provider of Autodesk design and engineering solutions to the design and manufacturing industries. The Customer Success Manager will focus on retaining and supporting the customer base by managing contract renewals, conducting customer health checks, and acting as a liaison between customers and the technical support team. This role also involves coordinating post-sales implementation and fostering communication between sales, marketing, and technical teams.

Responsibilities:

• Software contract renewals - Sending out communication a minimum of 90 days in advance of the contract end date and ensuring customers renew on-time
• Customer Health Checks - CS Team members are responsible for coordinating and leading customer health check meetings to gain feedback and understand the customers goals for the next period
• CS Team members will act as a liaison between the customer and the technical support team.  They will log support cases and coordinate with the appropriate PMT Support person to ensure the case is resolved in a timely manner
• New Customer Kickoff Meetings - Within 30 days after the sale of a new product or service, the CS team will contact the customer to ensure proper implementation, licensing and adoption of the product or service purchased in a virtual WEB environment
• Implementation support - The CS team will be a point of contact between PMT Sales and Technical Teams to make sure that there is proper alignment of resources for post sales training and implementation services
• Maintain customer service phone line for light inbound calls
• Participate in coordination between the sales and marketing teams
• Liaison from Sales to Order management Team for quoting and invoicing
• Organic Lead Generation - CS members are responsible for identifying opportunities during customer health checks for new products or services that align with the customers needs and send them to either Inside Sales or the Outside Sales Team

Requirements:

• Bachelor's Degree or equivalent experience
• 2-3+ years of experience as a customer success professional
• Proven track record of high level customer service
• Understanding use of CRM systems for quoting, order management, and customer engagements
• Strong communication skills
• Experience using MS Suite, GSuite
• Experience developing and maintaining Standard Operating Procedures
• Ability to work and function well in a team environment