Customer Success Manager - Fresno, CA
Posted on: March 26, 2020
About FocusVision:FocusVision is a full-spectrum, research
technology solutions provider, servicing professional research
agencies, and client enterprises directly. Our technology allows
our clients to gather, analyze and share data for various purposes,
including: customer satisfaction surveys, brand tracking, live
remote focus groups, building and engaging with online communities,
communications testing, market segmentation, NPS, product testing
and so on. We operate globally, with over 400 employees, and
offices in the US, UK, Bulgaria, and Singapore.
JOB DESCRIPTION:The Customer Success Manager (CSM) will be chiefly
responsible for driving post-sales customer adoption and success on
the various FocusVision SaaS platforms. This individual should be
comfortable at consulting with a tenured audience and have a strong
understanding of their business objectives. The key to this role is
being able to articulate value, inspire and sell the FocusVision
SaaS products to encourage adoption and expansion. The CSM provides
our customers' continuity throughout the entire customer lifecycle,
from onboarding, implementation, training, education, support, and
software updates. Our mission is to ensure our customers' success
through building strong customer relationships and ensuring ongoing
solution value by driving product adoption and usage in order to
promote overall customer satisfaction and renewals.
By acting as an internal advocate to help drive change where
necessary, CSM's listen for product feedback, ensure support issues
are resolved effectively and act as the primary liaison to provide
not only support but be available to assist the client throughout
the duration of the business relationship.
--Act as a primary point of contact for the assigned accounts and
provide account and customer relationship management.
--Manage a portfolio of accounts ranging from Small to
--Serve as an escalation point for issues that impact the
--Act as a liaison between internal teams to ensure customers'
needs are being met; coordinating with sales, training,
implementation, technical support, engineering, and software
development team as necessary.
--Understand and explain features and benefits of the product lines
as they relate to customer needs.
--Regular health check meetings with large key accounts.
--Conduct regular business reviews to identify new opportunities to
grow an account.
--Educating customers on upcoming product releases and
--Develop and maintain strong relationships with key stakeholders
in an organization to ensure they remain FocusVision
--Evaluate and analyse business objectives and challenges and
present a solution for customers to become successful with our
--Demonstrate best practices in market research across a variety of
use cases and industry verticals.
--Escalation point for critical customer concerns and mobilize
resources/trainings to resolve their issues.
--Some travel may be required.
REQUIRED SKILLS AND ABILITIES:
--BA/BS in Business Management, Information Systems, Information
Technology, or another relevant discipline.
--Experience in SaaS account management, customer service, or
strategy consulting a plus.
--Experience in Market Research and/or software technologies
--3-5 years of account management experience preferred.
--You have a track record of success in building customer
relationships at multiple levels of a clients' organization, from
day-to-day project managers to senior stakeholders.
--You are comfortable under pressure and are adept at creative
problem solving, setting and maintaining appropriate expectations,
and communicating complex concepts.
--Establish and oversee the customer's adoption, training and
development of best practices to continually drive incremental
value and return on the customer's investment.
--You have experience working in enterprise or SaaS professional
services, and/or you embrace opportunities to learn new technical
concepts, and/or you have a passion for software/IT.
--You bring enthusiasm, a strong work ethic and a positive
--You are action oriented, capable of independently solving complex
workflow problems, and able to communicate clearly and effectively
to internal and external stakeholders.
--Excellent knowledge of FocusVision software platforms is a
--Ability to build strong, lasting relationships with
customers/stakeholders inside an organization.
--Interest in learning everything there is to know about
FocusVision and market research.
--Contagious enthusiasm for FocusVision Products.
Keywords: FocusVision, Fresno , Customer Success Manager - Fresno, CA, Executive , Fresno, California
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