Strategic Customer Success Manager

Mission

To ensure continued revenue growth and customer satisfaction within LT’s existing strategic customer base by becoming a trusted advisor and helping them make a positive impact for their customers. In order to fulfill this mission, the Strategic CSM will need to have a strong knowledge of their customer’s business and technology objectives as well as understanding of how LT’s current and future service offerings can contribute to meeting those objectives.

Objectives

Strategic Account Growth - Increase revenues from existing strategic customers

• Increase same customer revenue by pre-established growth goals

• Identify and present cross sell/upsell opportunities within customer portfolio

• Responsible for closing growth opportunities within customer portfolio

Retain key accounts:

• In partnership with Service Delivery Organization attain a renewal rate of at least 95% for strategic accounts

• Effectively manage contract renewals.

• Build and implement a strategic growth strategy, assuring its aligned with your customers business strategy and desired outcomes.

Become an expert in your customers’ business. Have their best interest in mind.

• Identify and build influential relationships with key decision makers, influencers and stakeholders at your customer.

• Increase customer loyalty by becoming a trusted advisor and customer advocate.

• Identify and present opportunities for customer education.

• Become a part of your customers “speed dial” list.

• Be where your customers are, demonstrating interest in their success.

Deeply understand your customers’ problems and how we help solve them.

• Collaborate with customers to resolve issues quickly and effectively.

• Demonstrate working knowledge of all of LT’s product and service offerings, which requires a strong level of technical competency, and know when to call in support with SMEs.

• Demonstrate deep understanding of customers business and industry by sharing key feedback trends with internal stakeholders.

• Improve positioning with customers' executive leaders within your customer portfolio.

Foster strong customer experience:

• Achieve a minimum Customer Satisfaction (CSAT) score of 90% across managed accounts

• Conduct quarterly business reviews with customers to identify opportunities for value addition and ensure a Net Promoter Score (NPS) of 8 or higher.

• Collaborate with Service Delivery to ensure delivery team issues are resolved quickly and effectively.

• Work with client team(s) to proactively manage project to ensure customer satisfaction and prevent issues from arising.

• Continuous Improvement by constantly seeking opportunities to optimize L T’s customer success process.

• Provide best in class customer experience from onboarding to offboarding. Achieve 90% completion for onboarding within the first 30 days, and offboarding activities within 90 days of project termination.

Monitor and report on progress towards goals:

• Identify annual and quarterly OKRs for key accounts.

• Ensure CRM is updated with all client conversations.

• Deliver Quarterly Business Reviews to the leadership team.

Competencies

• Strategic Account Leadership: Demonstrated experience in thinking beyond immediate needs, proactively aligning account strategies with the customer’s long-term objectives. Understand the business landscape, anticipate market trends, and guide customers in ways that optimize both company and customer success.

• Proven Key Account Growth Ability to spot opportunities to expand the partnership by deeply understanding the customer’s needs. Suggest additional products or services that add value, and they support the expansion by fostering buy-in from key stakeholders.

• Problem-Solving Skills

  • Creative Solutions: Capability to develop innovative solutions to overcome challenges and address client needs effectively.

  • Conflict Resolution: Strong skills in resolving conflicts and handling objections to maintain positive client relationships and achieve sales outcomes.

  • Solution Oriented: Solution-oriented individuals approach challenges with a positive, proactive attitude, focusing on how to overcome obstacles rather than dwelling on problems. They consistently look for ways to add value by proposing actionable solutions that address the immediate need and prevent future issues.

• Teamwork

  • Strives to be a valued team member: Works effectively with others to achieve shared goals by fostering open communication, mutual respect, and teamwork. Actively seek input, value diverse perspectives, and build strong relationships across teams. Striving to achieve a ‘5’ on ‘Do you choose to work with this person as much as you possibly can?’

  • Collaborative: Work well with others including marketing, service delivery, and other departments to align strategies and drive joint initiatives.

• Customer Relationship Management

  • Client Engagement: Proficiency in building and maintaining strong relationships with clients, understanding their needs, and ensuring high levels of satisfaction.

  • Feedback Integration: Skills in gathering, interpreting, and acting on customer feedback to inform service improvements and drive business development.

  • Skilled relationship builders invest in getting to know customers personally and professionally, creating bonds that foster loyalty and trust. They show empathy, engage proactively, and look for ways to add value to the relationship, often becoming trusted advisors and advocates for their clients.

• Adaptability and Learning Agility

  • Drive: Desire to work in a fast paced sales environment with large growth objectives

  • Flexibility: Ability to adapt to changing market conditions and adjust strategies as needed to meet business objectives.

• Deliver Results

  • Proactivity: Acts without being told what to do

  • Attention to detail: Doesn’t let details fall through the cracks or derail a project

  • Responsive: Responsive team members prioritize timely follow-up, often anticipating questions or needs before they’re expressed. They respond promptly to inquiries, make themselves available to assist, and set clear expectations for response times, creating a sense of reliability and support.

  • Consistently achieves or surpasses goals. This competency involves a commitment to high performance and responsibility to ensure timely and quality outcomes. Striving to achieve a ‘5’ on ‘Do you always go to this person when you need extraordinary results?’