Strategic Customer Success Manager

As a Strategic Customer Success Manager at Greenlight Guru, your key responsibilities include managing a portfolio of strategic customers, building and nurturing relationships with executives, developing strategic plans for value delivery, conducting business reviews, resolving escalations, and collaborating with cross-functional teams to support account growth.

To be a Strategic Customer Success Manager at Greenlight Guru, you'll need a Bachelor’s degree in a relevant field, at least 5 years of experience in strategic account management or a similar role within a technology organization, and outstanding communication and problem-solving skills. Familiarity with CRM systems and medical device technologies is preferred.

At Greenlight Guru, the Strategic Customer Success Manager ensures customer satisfaction by building trusted relationships with decision-makers, understanding their specific needs, providing tailored solutions, and tracking account health metrics to proactively address potential challenges and ensure the effective use of our platform.

Essential skills for a Strategic Customer Success Manager at Greenlight Guru include excellent communication and presentation abilities, strong organizational and multitasking skills, a problem-solving mindset, and the capability to collaborate across various teams while influencing key stakeholders to achieve customer success.

The Strategic Customer Success Manager role at Greenlight Guru requires a willingness to travel up to 25% of the time to engage with customers and meet business objectives, ensuring meaningful interactions and deeper relationships.

When building relationships with C-suite executives, emphasize the importance of understanding their business goals, communicating value propositions clearly, and maintaining regular touchpoints to ensure alignment. Be prepared to share specific examples of how you've successfully engaged with executives in previous roles.

In handling escalated customer issues, I prioritize active listening and empathy to fully understand the customer's concerns. I communicate transparently about the action plan, collaborate with internal teams to resolve the bug quickly, and follow up to ensure satisfaction with the resolution.

For effective business reviews, I focus on preparation, setting clear objectives, and using data to drive the conversation. Engage clients by highlighting successes, discussing areas for improvement, and proposing actionable strategies that align with their goals.

To ensure customers are leveraging the full potential of Greenlight Guru's solutions, I provide tailored onboarding, regular check-ins, educational resources, and proactive outreach. I also monitor usage metrics to identify opportunities for further engagement and value realization.

Navigating a complex organizational landscape requires understanding the stakeholders involved and their interests. I once worked with a large enterprise where I mapped out the internal structure, identified key decision-makers, and tailored my communication to each audience, leading to successful adoption of our solutions.

My experience with CRM systems includes using tools like Salesforce to track customer interactions and performance metrics. Additionally, I have worked with quality management systems that ensure compliance in the medical field, enhancing my understanding of crucial industry standards and practices.

My approach to strategic planning for customer success involves setting clear, measurable objectives in collaboration with the customer, aligning our offerings to meet their unique challenges, and regularly reviewing progress against goals. Flexibility to adapt the plan is also crucial based on the evolving needs of the customer.

I keep myself organized by using project management tools to track tasks and timelines, setting priorities based on customer urgency and potential impact, and scheduling regular check-ins with each account to ensure consistent progress and avoid falling behind on commitments.

To measure customer satisfaction, I utilize surveys to gather feedback, track Net Promoter Scores (NPS), and analyze support ticket resolutions. Additionally, I conduct quarterly business reviews to solicit direct feedback from customers about their experiences and areas for improvement.

When negotiating with difficult customers, I focus on understanding their pain points and objectives. I approach the conversation with empathy, keeping communication open, and aiming for a win-win outcome by exploring various solutions that align with both their needs and our capabilities.