Follett Software is hiring a Customer Success Manager

The Customer Success Manager at Follett Software is responsible for ensuring strong partnerships with key customers across an assigned geographic territory, driving customer satisfaction, retention, and lifetime value. This role serves as the primary strategic contact, supporting customers in maximizing the value of AccessIt Library and other Follett software solutions.

What You'll Do

• Support one of the portfolio products, AccessIt Library
• Ensure strong partnerships with key Follett Software customers
• Build strong relationships with key customer stakeholders to increase customer satisfaction, retention, and lifetime value
• Serve as the strategic resource and main point of contact for customers in an assigned geographic territory (book of business)
• Provide best practices and drive the adoption and renewal of Follett Software solutions
• Manage the renewal transaction with the customer
• Establish post-sale customer relationships to drive satisfaction, retention, advocacy, referrals, and upsell opportunities
• Proactively manage accounts to ensure customers maximize the value of AccessIt and Follett solutions
• Oversee renewals for all assigned accounts in their book of business
• Own the end-to-end renewal process for assigned customers in their book of business
• Ensure the creation, accuracy, and timely submission of renewal quotes and invoices
• Work closely with Renewal Operations and Finance to minimize customer attrition and ensure customers renew on time
• Utilize Salesforce CRM to record all customer touch points and manage the renewal opportunity/order for each customer
• Build cross-functional relationships with key functions within Follett (Sales, Professional Services, Support, Software Development, and Marketing) in support of the Customer
• Build and maintain strong relationships with key stakeholders from each Customer account to ensure they see value in their investment and have intent to renew and/or expand their relationship with Follett
• Act as a trusted advisor, providing best practice guidance on how to best achieve their goals using the software that they purchased
• Stay informed of all customer escalations and support issues
• When directly engaged, conduct initial problem assessment, gather relevant context and business impact, de-escalate where needed
• Work with other functional areas to ensure issues are clearly defined and prioritized and the customer is getting the support they need to have issues resolved and to be successful
• Understand market challenges and trends and ensure Follett solutions are best positioned to support the needs of the Customer
• Have regular cadence calls with key Customers to assess usage and customer needs
• Uncover any barriers to adoption and work with cross-functional teams to address any outstanding issues that may exist
• Identify upsell/cross-sell opportunities and provide those leads to Sales for follow up
• Attend user groups, roadshows, and other customer-facing events as-needed to drive deeper engagement and partnership with customers in assigned geography
• Execute targeted outreach programs to drive customer engagement and satisfaction
• Share best practices and thought leadership both internally and externally
• Serve as a customer advocate by sharing customer feedback with the Product organization to influence product roadmap and initiatives
• Collaborate with other Customer Success Managers to develop and refine strategies for customer engagement and retention
• Attend training sessions to enhance product and process knowledge and engage in ongoing professional development
• Perform other duties and tasks as assigned

What We're Looking For

• 3-5 years’ experience in customer success/account management in support of revenue clients
• Proven successful experience in customer success/account management in support of large revenue clients
• Exercises independent judgment and empowered to implement solutions to service the customer
• Proven experience communicating to C-level executives effectively
• Self-starter, positive, creative problem solver
• Ability to manage multiple customers' demands with excellent time management and interpersonal skills
• Strong decision-making abilities
• Strong organizational and project management skills
• Adaptable problem solver: Thrives in fast-paced environments, embraces challenges with a 'can-do' attitude, is independent and demonstrates proactive strong problem-solving skills
• Customer-centric: Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles
• Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers
• Team player: Can build strong relationships with others across the organization, preferably in a global matrix environment
• Proven experience collaborating with diverse stakeholders
• Proficient PC and technical/software skills

Nice to Have

• Bachelor’s degree or equivalent in Business, Library/Information Science, Education, or related field, or equivalent work experience
• Experience working in a school or the education market
• Experience working with Salesforce CRM

Technical Stack

• Salesforce CRM

Benefits & Compensation

• Hybrid work environment (in office and remote)
• Minimal travel requirements (less than 10%)
• Equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability
• Reasonable accommodations available for individuals with disabilities

Work Mode

• Hybrid work model with locations in Australia and New Zealand
• Requires a suitable space that provides a private and quiet workplace. Work hours and schedules are set to accommodate the requirements of the position and may be adjusted as needed.

Follett Software provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We are committed to providing reasonable accommodations to, among others, individuals with disabilities and disabled veterans.