Senior Customer Success Manager
Naviga Inc. delivers the broadest range of technology solutions for the global news media industry, including content management, digital advertising, circulation, and audience relationship management. The company's innovative solutions and professional services help media organizations engage audiences through web, print, mobile, and social media channels.
Naviga is building its very own Customer Success Team that will support each solution of the business to drive product adoption, retention, mitigation of at-risk customers, and migration of customers to Naviga’s cloud-native solutions.
Naviga’s Ideal Customer Success Manager (CSM) will:
Be passionate about building relationships with their customers as well as using data and metrics to support customer success related tactics.
Recognize the full adoption lifecycle, can assess their book of customers, and create tailored plans for each customer from onboarding to solution maturity.
Understand the solution ROI, how to identify customer business outcomes, and engage in detailed domain-specific conversations.
Be naturally inquisitive to learn our products in depth in order to teach their customers how to use the solution to drive business outcomes and identify product issues as needed.
Naviga’s Customer Success Team will work cross-functionally across many teams such as: Retention, Professional Services, Product, Support, Sales and Marketing in order to help drive customer success.
Essential Job Duties and Responsibilities
Objectively evaluate all customers on standard health criteria to determine which customers are at-risk or need additional product adoption related assistance
Develop and execute on custom “get well” plan for customers at risk
Deliver value / feature adoption training to customers at risk
Work with the Marketing team to identify customers for customer advocacy program
Deliver Product Roadmap presentations to Executive level and end user level to further drive adoption of new features and solutions
Deliver Executive business reviews highlighting ROI and TCO of Naviga’s cloud-based solutions for targeted set of customers each quarter
Perform ROI assessment / Feature and adoption gap assessment on a quarterly basis against targeted set of customers
Prioritize customers and appropriately place in migration categories based on a variety of predetermined health scores and likelihood to migrate
Develop custom migration plan by customer and coordinate migration activities with Professional Services team to prioritize cross functional activities appropriately
Educate / inform customers on best practices for rapid deployment and time-to-value
Troubleshoot reasons for implementation delay, while escalating with key functional stakeholders including: Support, Product, Sales or Professional Services to manage mitigation plan
Train customers on high value use cases and features
Measure ROI attainment and TCO for customers looking to migrate to a modern Naviga solution
Manage user group presentations and conferences
Work with the Retention team to help drive renewals of Naviga solutions
Education and Experience
Education: Bachelor’s Degree required
Minimum of three to five years of Customer Success Manager experience; some software industry experience required.
Strong analytical skills, problem solving skills, and metrics driven
Exceptional written and oral communications skills
Excellent organizational skills with the ability to multi-task and meet deadlines
Strong project management skills
Understanding of sales environments and negotiation skills
Must be very detail oriented
Be a self-starter, a highly motivated person able to work in a fast-paced environment that is continually changing
Disclaimer: This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be required.
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Naviga Inc. is an Equal Opportunity Affirmative Action Employer