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Customer Success Manager - Fresno, CA

Company: FocusVision
Location: Fresno
Posted on: March 26, 2020

Job Description:

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 Enterprise.

--Serve as an escalation point for issues that impact the customer's success.

--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 enhancements.

--Develop and maintain strong relationships with key stakeholders in an organization to ensure they remain FocusVision champions/adopters.

--Evaluate and analyse business objectives and challenges and present a solution for customers to become successful with our tools.

--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.


--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 preferred.

--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 attitude.

--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 plus.

--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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