Customer Success Manager

The Customer Success Manager is responsible for the management of Annual Recurring Revenue (ARR) strategy associated with designated service contracts within the Werner Electric Supply portfolio. The Customer Success Manager collaborates and consults with customers to ensure the customer is maximizing the value of their service contracts to achieve their desired business outcomes.

• Consistently achieve contract retention goals by reducing churn and contraction through early risk identification, intervention and escalation, and mitigation in partnership with the broader Werner team.
• Lead team of Associate Customer Success Managers.
• Drive customer expansion and upsell opportunities by leveraging customer data in conjunction with account managers.
• Guide the customer and Werner team to develop customer Success Plans, including Business Reviews, Executive Business Reviews and strategic planning sessions at an appropriate cadence.
• Develop and execute adoption strategies targeting high value accounts including onboarding, expansion, and renewal motions relevant to each account in portfolio.
• Develop a trusted advisor relationship with customers at the C-suite, executive, and leadership levels, driving success and ensuring they receive maximum value through their lifecycle.
• Translate available customer data with a structured set of metrics/analytics to consistently communicate mutual key performance indicators with the customer to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service.
• Collaborate with team members to ensure an optimal and consistent customer experience.
• Foster a cohesive team environment with sales, delivery and partner sales team members on behalf of the customer.

While performing the duties of this job, the employee is frequently required to remain in a stationary position for up to eight hours. The employee occasionally is required to move to access people or workspaces. Constantly operates a computer and other office equipment, such as a calculator, copy machine and computer printer. The ability to effectively communicate is required. The employee may occasionally move up to 15 pounds.

• 3 years of related experience in a customer-facing customer success role.
• Experience with Annual Recurring Revenue (ARR) and ability to communicate the value.
• Experience with SaaS business models and ability to support strategic and complex customer needs.
• Experience with customer success management and customer relationship management software and tools.
• Maintain a valid driver’s license.
• Experience using Success Plans to ensure goals are aligned and success metrics are identified.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Bachelor’s Degree in related field.
• Demonstrate growth within existing accounts for both Annual Recurring Revenue (AAR) and general Werner Electric Supply business.
• Demonstrated consultative selling offering solutions to meet customer business outcomes.

• Identity Theft Protection
• Medical, Dental, and Vision Insurance
• Tuition Reimbursement
• Life and AD&D Insurance
• Accident Insurance & Critical Illness Coverage
• 401(k) Retirement Plan with company match
• Paid Parental Leave
• Paid holidays, vacation, personal, and sick days
• Wellness Programs
• Career Development & Leadership Training
• Short & Long-Term Disability Insurance
• Pet Insurance
• Annual bonuses and merit increases based on performance
• Employee Assistance Program (EAP)