The Sr. Customer Success Manager (CSM) works with our most strategic customers along with internal Tungsten Automation groups to build long term relationships and drive customer success and satisfaction with Tungsten Automation Solutions, ensuring customers realize the full value of Tungsten Automation Solutions.
The ultimate objectives of the Sr. CSM position is a positive, unqualified, reference from the customer and continual growth of the customers Tungsten Automation solutions footprint.
The Sr. CSM will achieve this outcome by developing and maintaining a clear understanding of the customer’s key objectives and success outcomes for Tungsten Automation solutions. The Sr. CSM will have the ability to link those outcomes to the detailed success plan and will monitor and communicate to ensure the outcomes are aligned to the goals, and parties are aligned. Sr. CSMs will identify issues or conflicts and act as an advocate for the customer in their resolution.
The Sr. CSM is not intended to replace any other role or position that would normally be involved from Professional Services, Technical Support, Products, Marketing or Sales. This position will interact with all these groups to assure the Tungsten Automation team is operating in lockstep and achieves the goal of a satisfied and referenceable customer.
They will also help manage customer expectations relative to timing, deliverables, functionality, and a variety of issues that often arise in complex solutions that involve multiple growth products.
Sr. Customer Success Managers are responsible for becoming experts in customer use cases, needs, and business outcomes to proactively identify how our products, services and value proposition can best drive and support our customers’ journey. You will develop an understanding of Tungsten Automation products, solutions, and services to provide high-value-add advice to customer stakeholders at all levels. You will drive the adoption of Tungsten Automation solutions at all stages of the customer journey while building high customer satisfaction, maximizing the value of customer investment, and converting them to Tungsten Automation promoters. You will also act as the voice of your customers internally at Tungsten Automation, providing feedback and insights on how Tungsten Automation can better serve our customers. Collaborate with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Tungsten Automation products. Create a joint success plan (JSP) with customers and internal Tungsten Automation account teams. Drive adoption of Tungsten Automation products, maximizing customer investment and accelerating time-to-value. Act as a trusted/strategic advisor to each customer helping to drive the continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.