The Customer Success Manager (CSM) is responsible for ensuring the success of OpenTech's products and services within a designated group of accounts. This role focuses on customer retention, understanding client needs, and promoting product best practices. Key responsibilities include identifying and addressing customer challenges, building strong relationships, and introducing tailored solutions to enhance customer satisfaction and drive product adoption. The CSM is pivotal in fostering long-term client partnerships and ensuring overall customer success.

Essential Job Functions

Maintaining and balancing the workload of the inbound call and email queue.

Assisting with accurate and on-time weekly report generation for KPI Metrics

Coordinates with other departments to understand and meet their requirements.

Create and retain customer loyalty through proactive customer partnerships

Oversee onboarding with sales, accounting, setup, support, development

Advocate, connect, and marshal resources to troubleshoot and solve challenges

Understand and define what success looks like for each customer

Coordinate data collection and reporting for proactive engagement

Understand and communicate value-added solutions, cross-selling and up-selling

Use advanced CRM engagement tools to manage the customer experience

Assist with and delegate escalations of difficult issues from other team members

Managing and delegating the workload of backlogged tickets

Ensure system updates (CRM) with all interaction; operational, personnel & success metrics for customers

Ability to multi-task, understanding how to prioritize competing duties

Proactively contacts, educates, and develops relationships (i.e. network) with employees of other companies in the self-storage industry

Proactively identifies unmet needs within our customer base

Some travel is required for this role

Characteristics

Accountable, a self-starter who works well independently and collaboratively

Organized, with attention to detail and the ability to prioritize tasks

Empathetic, a good listener with a desire to help customers succeed

Flexible and able to operate effectively in a culture of change

Positive, with a can-do attitude and willingness to put in effort to meet goals

Lifelong learner, open to new information and processes

Professional, looking for a long-term career and not just a job

Confident, welcoming of new ideas and feedback, and willing to contribute

Responsible, understanding the role is critical to company success