Senior Customer Success Manager

<p></p> <p><strong><span data-contrast="auto">Position Overview: </span></strong><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto"><span data-ccp-parastyle="No Spacing">The Senior Customer Success Manager is a highly commercial minded and motivated individual that</span><span data-ccp-parastyle="No Spacing"> c</span><span data-ccp-parastyle="No Spacing">oordinates successful end to end customer lifecycle management to ensure long-term satisfaction,</span> <span data-ccp-parastyle="No Spacing">accelerated net retention,</span> <span data-ccp-parastyle="No Spacing">NPS, product usage and referrals. The Senior Customer Success Manager is a</span> <span data-ccp-parastyle="No Spacing">naturally, collaborative individual who thrives in a customer focused environment and has had proven</span> <span data-ccp-parastyle="No Spacing">success in partnering directly with leaders of large multi-national companies in solving their governance</span> <span data-ccp-parastyle="No Spacing">challenges using our product offerings.</span></span><span data-ccp-props="{"201341983":0,"335559739":0,"335559740":240}">&nbsp;</span></p> <p><strong><span data-contrast="auto">Key Responsibilities&nbsp;</span></strong><span data-ccp-props="{}">&nbsp;</span></p> <ul> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Seamless project management through all phases of the customer relationship, including managing the users of Brianloop's &nbsp;applications; the Board Directors and Corporate Executives. </span><span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Brianloop's products and services to then be passed to the Expansion Sales team. </li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations. <span data-ccp-props="{"201341983":0,"335551550":6,"335551620":6,"335559739":0,"335559740":240}">&nbsp;</span></li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines. </li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products </li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ability to successfully manage multiple clients and products in an organized and meticulous manner </li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Ability to step in and assist with Director, Customer Success responsibilities when needed to assist the team and to report up to the management </li> <li data-leveltext="" data-font="Symbol" data-listid="14" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Act as liaison between multiple internal teams (services, sales operations,