As a CSM you will be part of a global team whose mission is to enable our customers prevent fraud more effectively and win customers more efficiently.
- Establish an excellent rapport with customer contacts to become a trusted advisor.
- Understand the business of our customers, internal processes, the business needs, technical requirements, and deadline scheduling in order to deliver value.
- Be the voice of the customer internally and ensure customer satisfaction by proving extraordinary value.
- Partner with sales and be the technical expert while in pre-sale activities to bring opportunities to a closure.
- Establish and maintain customer satisfaction across named accounts from the on-boarding stage throughout their lifetime as a customer.
- Monitor usage and product adoption, proactively contact clients upon low usage and deliver coaching/training to improve their utilization and adoption of new services.
- Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met, and measure the value of the solution to their organizations.
- Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management, and account planning sessions
- Address customer problems directly, when possible, and educate them on how to do so themselves going forward.
- Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes
