at George Jon, Inc. in Chicago, Illinois, United States
Job Description
POSITION OVERVIEW
The Customer Success Manager is responsible for building strong relationships and a communication outlet with GeorgeJon customers to drive retention, increase recurring revenue, and proactively deliver a superior customer experience. This role serves as the main point of contact of accountability, escalation support, and relationship for their set of customers. A successful individual will have a customer-first mindset, be detail-oriented, demonstrate exceptional organizational and communication skills, act tactically, write effectively, and display strong strategic and critical thinking skills. This role acts as a leader with their customers and as the key point person to ensure an elevated experience is capitalized on throughout the customer lifecycle. RESPONSIBILITIES Customer Relationship Management+ Create and nurture strategic partnerships
+ Develop growth and retention strategy that aligns with the customer business needs
Account Planning and Opportunity Management+ Proactively manage retention activities to mitigate churn across client base
+ Bring customer and industry insights to the customer to provide partnership value
+ Drive partnership with the internal cross functional teams to identify, create and support growth opportunities for the customer
CX Execution+ Anticipate, identify, and mitigate blockers to CS goals with internal and external stakeholders to accelerate customer value realization and customer satisfaction
+ Track and manage client renewals to limit churn an d identify upsell opportunities
QUALIFICATIONS+ 6+ years of customer-facing experience in the technology industry, preferable within eDiscovery
+ Proficient with CRM tools such as SalesForce and Microsoft Office Suite
+ Advanced business acumen required; must be able to communicate customer business requirements and act as the customer voice internally
+ Excellent history of quarterly business review (QBR) and account planning/pulse experience
+ Experience and comfort interacting with C-level executives
+ Strong analytical and problem-solving skills with the ability to produce quality work with little oversight
ABOUT THE COMPANY GeorgeJon is the backbone of the eDiscovery industry. We plan, design, manage, support, and secure cost-effective, performance-optimized data platforms with 24/7/365 management and support for a seamless user experience and peace of mind. Our vision is to be the foundation that supports every eDiscovery journey. Our team of tech wizards, customer champions and business-savvy experts is grounded in a set of shared values:+ Ingenuity is the driving force behind our innovation and growth. We encourage creativity, problem-solving, and the pursuit of new ideas.
+ Respect is the cornerstone of every interaction. We treat each other with dignity and celebrate the unique perspectives of all individuals.
+ Integrity is our moral compass. We do what’s right, deliver on promises, and embrace honesty and ethical conduct in all our endeavors.
+ Collaboration is what fuels our success. Team members work in harmony, leveraging diverse skills to achieve common goals.
Some of the perks of working for GeorgeJon include a remote-first work environment, a high-value, low-cost BCBS health insurance plan, 401(k) with company match, ample time off including a full week in December, paid parental leave for primary and secondary caregivers, a wellness reimbursement program, and much more. GeorgeJon is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or veteran status. It is our intent to comply with our duty to provide reasonable accommodations for qualified employees and applicants as required by law. All requests for accommodations should be made in writing to hr@georgejon.com.Powered by JazzHR
To view full details and how to apply, please login or create a Job Seeker account