Job Description

The Customer Success Manager is responsible for ensuring that the customers are satisfied and achieving the outcomes with client`s products as intended. Furthermore, the Customer Success Manager is responsible for presenting client’s performance on SLA’s with key customers and maintains the relationship with them after the initial sale and project delivery has taken place. Feedback is brought back into the Service team and larger Battery organization to enable product and service improvements to guarantee our customers have a great experience and great operational outcomes from client’s products. In the end, the Customer Success Manager achieves both opportunities for product development, service offerings and potential new sales leads.

Customer & Site On boarding

• communication matrix’ and periodic meetings
• clear expectations early in the on boarding phase on what customers may expect from client’s Service team
• yourself as point of contact for customers with SLA`s for all Service related matters (non-operational).
• new customers receive adequate training from client`s personnel related to their products functionality
• new customers are equipped with all the relevant documents, manuals and self-service capabilities as contractually agreed.
• together with Contract Manager to ensure the Service team is aligned and informed on requirements for new customers or sites going live.

Customer Management

• regular meetings and calls to understand opportunities, risks and future developments from a customer’ perspective
• success plans for key customers
• regularly meetings with customers to understand whether they are using client’s services optimally to ensure a satisfied customer or whether additional support & training is required.
• regularly meetings with the Sales team to understand where opportunities might arise and what strategic partners the Service Team should focus efforts on.
• trust and provide reliable support to key customers with issues or escalations they might raise.

Quarterly Business Reviews

The Battery Service team is responsible for holding quarterly business reviews with key customers who have purchased SLA’s. These QBR’s should be attended by multiple internal stakeholders such as representatives from Service Management, Sales and Product Management. The Customer Success Manager is responsible for initiating and preparing these QBR’s.

Cross Functional Responsibilities

• closely work with Contract Manager & Service Manager to review contract renewal requirements
• approach customers to collect information on their current and future needs to feedback into internal contract renewal efforts
• work together with the larger Service Team to identify what risks there are for customer churn and what improvements to make to address issues customers may face
• closely work with Contract Manager & Service Manager in analyzing data and understanding which contracts are commercially attractive and which are not.
• work with other teams within the Service Team in continuous improvement to achieve better outcomes for customers.

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