Associate Customer Delivery Success Manager

Role Overview

We are seeking a Associate Customer Success Manager to join our team. This role will involve overseeing and coordinating end-to-end operational delivery across their customer delivery journey (quote to collect), collaborating with account managers on overall account health and growth within established guidelines. The Customer Success Manager will play a key role in the customer experience by acting as a single point of contact for the customer.

Roles & Responsibilities

• Oversees and coordinates end-to-end delivery across their customer delivery journey (quote to collect) in alignment with the Delivery team.
• Supports the Account Managers in Sales by collaborating with them on the overall account health and growth
• Acts as the single point of contact for account manager and customer, supporting their day-by-day delivery and overseeing customer experience
• Coordinates with the relevant Licensing Specialists to provide licence knowledge and support during the sales process.
• Works in conjunction with the back office during the quotation, order and billing process.
• Responsible for brand new publisher and deal registration inclusive of local programme management and setup.
• Supports Sales and Services in identifying up-sell / cross-sell and renewal opportunities.
• Supports the customer satisfaction in conjunction with the account manager over the total contract duration by understanding their business needs, managing customer expectations and helping Sales succeed.
• Enables customers to self-serve where applicable.
• Focuses on resolution times and output instead of tasks performed for the customer.