Hyland is hiring a Customer Success Manager to help customers derive maximum value from our products and services. This role owns the customer journey after implementation, managing relationships, ensuring adoption, reducing risk, and creating growth opportunities as the primary customer point of contact.

What You'll Do

Drive retention and growth among assigned customers by understanding their business objectives to maximize product value.
Collaborate and consult with customers to analyze existing ROI models and present findings based on their goals.
Act as the customer advocate by sharing best practices and routing inquiries to the appropriate team members.
Identify and partner with resources across departments to support customer needs.
Partner with customer executive stakeholders (C-Suite) on renewal and expansion needs.
Identify and monitor risk in customers not achieving objectives and develop mitigation plans.
Assist in client issue resolution and be accountable for client experience and satisfaction.
Represent the voice of the customer to inform company marketing, sales, and product strategy.

What We're Looking For

Bachelor's degree or equivalent experience.
Experience in a customer advocacy role.
Experience managing or participating in projects.
Experience selling or delivering IT Products/Services.
Proficiency with Microsoft Windows and Office.
Good oral and written communication skills demonstrating a professional demeanor.
Good organizational, multi-tasking, and time management skills.
Good collaboration skills, applied successfully within teams and across departments.
Good interpersonal skills; able to maintain solid rapport with team members.
Self-motivated with ability to manage projects to completion with oversight.
Able to thrive in a fast paced, deadline driven environment.
Demonstrated ability to influence, motivate, and mobilize team members and business partners.
Good ability to establish rapport, gain trust, and achieve consensus.
Good ability to handle sensitive information with discretion and tact.
Ability to use original thinking to translate goals into implementation of new ideas.
Good knowledge of Microsoft Operating systems and products.
Good business and technology acumen.
Good company software technology knowledge.
Up to 25% travel time required.