Customer Success Project Manager

  • SilverCloud Inc.
  • 135 Commerce Way, Portsmouth, New Hampshire 03801, USA
  • Apr 04, 2019
Full time Customer Support

Job Description

This position is responsible for the successful implementation, adoption, and ongoing management of SilverCloud solutions with our customers. Successful candidates are particularly skilled at managing Web-based technology solutions, customer relationship and risk management, and managing a team in a matrix environment.

Project Management and Client Relationship

  • Responsible for consistent client engagement and communication via regular check-ins and project status and account updates
  • Project and operations management for clients of SilverCloud’s SaaS Digital Enablement suite of solutions
  • Effective project scheduling and expectation setting, ability to prioritize project tasks and delegate task execution
  • Schedule and conduct regular Customer status calls and reporting
  • Primary point of contact for the customer and escalation point for system transactional questions, critical project dates, billing, project personnel, software pushes and feature / function related questions
  • Maintain a cadence of governance with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement through monthly check-ins and Quarterly Engagement Reviews with Sales Execs
  • Monitor and gauge customers’ levels of engagement with SilverCloud’s products and services and provide feedback to cross functional groups
  • Collaborate closely with cross functional group members to support renewals and expansion opportunities

Consulting

  • Individual contributor who leverages SaaS, IT and/or knowledge base administration experience to deliver high-impact results
  • Drive retention and growth among our customers by understanding their business needs and helping them succeed
  • Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback
  • Provide data driven insights to our customers to help maximize the value of SilverCloud’s solutions and drive the growth of our customer base
  • Development and implementation of client-specific workflow procedures related to content analyses, business problem solving, loading, etc.
  • Work with product team to deliver customized solutions and services to customers
  • Represent the voice of the customer and help influence every core product, marketing and sales process
  • Partnering with Sales on strategic account initiatives