Customer Success Manager

Software Guidance & Assistance, Inc., (SGA), is searching for a Customer Success Manager for a contract assignment with one of our premier SaaS clients in Chicago, IL or New York, NY. Also open to remote candidates in EST or CST.

Responsibilities :

• Accountable for Customer's overall success, including planning, customer health, multi-solution adoption, and measurable impact through the lens of industry specialization
• Act as the central point of contact throughout the Customer's lifecycle, define measurable success plans with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels.
• Network within accounts in order to achieve successful execution of client's strategy and roadmap
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business goals
• Drive adoption of Adobe Experience Cloud products - using data to provide insights and progress from baseline through the maturity curve
• Champion innovation by sharing industry thought leadership and new ways your customers can use thes solutions to advance their digital maturity
• Identify Customer risk, and collaborate with the extended team to build and activate "get well " plans
• Be the voice of the customer internally - sharing strategic use-cases, process improvements and asks back into the internal ecosystem
• Participate in ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success

Required Skills :

• 10+ years of Customer Success experience in Software as a Service, Digital Marketing
• Passion for driving customer success and measurable outcomes with and demonstrated success advising customers to deliver business value
• Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and cultivate joint partnership
• Strong consulting skills
• Ability to prioritize, multi-task, and perform under pressure
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Existing knowledge of software in digital marketing and/or digital media space, including data platforms, content management and customer journeys
• Skilled at Program Management within large organizations, helping to effectively inspire change across groups by engaging key partners
• Validated experience with account planning & customer success plans, including leading and facilitating executive meetings and workshops
• Effective at leading executive C-level discussions and presentations
• Flexibility to travel (approx. 20%)

SGA is a technology and resource solutions provider driven to stand out. We are a women-owned business. Our mission: to solve big IT problems with a more personal, boutique approach. Each year, we match consultants like you to more than 1,000 engagements. When we say let's work better together, we mean it. You'll join a diverse team built on these core values: customer service, employee development, and quality and integrity in everything we do.

Be yourself, love what you do and find your passion ase find us at .

SGA is an Equal Opportunity Employer and does not discriminate on the basis of Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status. We are committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, and our services, programs, and activities.

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