#Minneapolis, !Minnesota

Customer Success Manager will serve as the primary point of contact for a defined customer base and will proactively work with accounts to ensure customer satisfaction. Customer Success Managers will assist customers during the solution implementation and with all post sale related activity and support. Focus is on ensuring a managed and successful implementation into the customers’ business environment that will translate into increased revenue and customer loyalty. Customer Success managers will work with accounts to renew contracts, participate in the customer reference program, develop migration plans and identify additional service needs. Customer Success Managers will team with Account Executives to build the overall Customer relationship, including identifying additional solution sales. They will coordinate and communicate with other departments within the organization to ensure customer loyalty and profitability. This position will work closely with all internal departments for account maintenance and will help identify and drive upsell and cross sell activities.

Essential Functions

Act with integrity in all activities
Create and maintain a strategic relationship with customers
Direct point of contact for all implementation-related issues, and resource requirements
Manage all resources that may go on site, which will include writing the customer success plan (Blueprint) and implementation summaries
Serve as the primary agent in helping assigned Perfecto customers achieve the agreed implementation goals, including a positive business relationship with Perfecto, and to become and remain a satisfied customer of Perfecto’s solutions and services
Identify risks on the project and escalate to management as needed
Understanding Perfecto’s technology, solutions and strategic directions
Introduce customers to new features and functionality available in Perfecto Solutions
Identify up sell and cross sell opportunities within assigned customer base
Work with sales to drive up sell and cross sell
Renew customer contracts to meet and exceed corporate goals
Develop reference accounts within the assigned customer base
Prepare quotes and legal documents for approval by applicable manager using Perfecto proposal templates
Assist to resolve and help eliminate account receivable issues
Understand company sales processes and utilize sales automation system(s)
Utilize all company resources effectively
Participate in preparation and recruitment for User Conference(s)
Complete all required reports on a timely basis. Submit expenses on a timely basis
Coordinate with others to ensure customer satisfaction
Monitor, follow up, and report on competitive activities, market conditions and opportunities


Required Education and Skills

Bachelor Degree in Business or related field or equivalent work experience
5 – 7 years’ experience in software implementation, Customer Success management, support, sales or related experience
Minimum 1 year software or related sales experience
Prior experience working with coordinating the efforts of multiple parties to meet project goals
Proven ability to develop and maintain effective internal and external business relationships
Excellent planning, time management, communication, decision-making, presentation and organization skills
Proven ability to learn and comprehend technologies and their impact on business
Ability and aptitude for continuous learning and knowledge building on key customer industry issues
Excellent oral and written communication and strong interpersonal skills
Self-motivated, goal-oriented team player
Working experience with software, including: Word, Excel, Project, Outlook, PowerPoint, NetSuite, SalesForce.com, etc.
Professional appearance and business maturity
Customer Success Management (Client Management) experience preferred
Knowledge of Dev OP’s Fundamentals preferred