Customer Success Manager

As a Customer Success Manager at FORM, your main responsibility is to advocate for and empower our customers in utilizing the GoSpotCheck platform effectively. You will guide clients from onboarding to go-live, provide ongoing training, and support their engagement throughout the customer lifecycle.

To qualify for the Customer Success Manager position at FORM, you should have 2-3 years of experience managing B2B customers, ideally with a focus on Enterprise clients. Proficiency in data analysis, advanced Excel skills, and knowledge of SQL are highly beneficial. A bachelor's degree is also required.

In your role as a Customer Success Manager at FORM, you’ll engage directly with clients, building authentic relationships. You'll conduct training sessions, consult on best practices, and regularly communicate via Executive Business Reviews, ensuring clients feel supported and valued.

Essential skills for the Customer Success Manager role at FORM include excellent communication abilities, both written and verbal, exceptional data analysis proficiency, and the capacity to manage multiple projects effectively. Familiarity with the beer/wine/spirits industry is a plus.

In the role of Customer Success Manager at FORM, you will manage various customer projects focused on enhancing user experience, resolving pain points, and maximizing platform utilization. Your ability to prioritize high-value initiatives will significantly impact customer satisfaction and retention.

When prioritizing tasks, I focus on customer needs first, assessing which client requires immediate attention based on their engagement levels and pain points. I often utilize a triage system and keep a checklist to ensure that high-value projects are addressed promptly.

During my previous role, I worked closely with a client struggling with data adoption. I developed a tailored training program that improved their user engagement by 60% in just three months, showcasing the value of proactive customer support.

Building relationships involves consistent communication, understanding the individual needs of stakeholders, and demonstrating a commitment to their success. I often set up regular check-ins to discuss progress and gather feedback, which fosters trust and collaboration.

When faced with difficult customer interactions, I remain calm and listen actively to understand their concerns. My priority is to empathize with their situation and work collaboratively on a solution, which often diffuses tension and strengthens the relationship.

Data is a crucial component of my approach as a Customer Success Manager. I analyze user data to identify trends, diagnose issues, and recommend tailored solutions that enhance customer satisfaction and platform utilization.

To ensure full adoption, I provide comprehensive training and create a tailored success plan for each customer. Regular follow-ups and feedback sessions help me understand their challenges and make necessary adjustments to their usage of the platform.

The most important aspect of customer success is building trust and ensuring that customers feel supported throughout their journey. Establishing clear communication and delivering consistent value through our solutions is essential for long-term partnership.

I actively gather and analyze customer feedback to identify areas for improvement. Using this feedback, I adjust my strategies to better meet their needs, ensuring that our platform evolves alongside customer expectations.

To track customer success metrics, I rely on CRM tools and create dashboards that monitor key performance indicators such as user engagement, renewal rates, and customer satisfaction scores. This data allows me to proactively address any concerns.

I am excited about the opportunity to work at FORM because I'm passionate about using data to empower businesses. I believe the GoSpotCheck platform has immense potential to drive customer success, and I am eager to contribute my skills to fostering meaningful relationships with clients.