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Customer Success Manager

Location : Chicago, IL
Job Type : Direct
Hours : Full Time
Required Years of Experience : 7+
Required Education : Bachelors Degree Required
Travel : No
Relocation : No

Job Description :

Responsibilities:


 



  • Develop and maintain relationships with existing customers and identify areas of Professional Services expansion

  • Hands on engagement with Customers and Project teams to provide oversight to existing projects

  • Understand the customer’s strategies and propose solutions to align to their goals

  • Develop proposals for solutions, present and develop SOWs to support the projects

  • Prepare sales forecasts and recommendations to enhance account growth and revenue potential

  • Become an escalation point for customers and internal teams

  • Participate in the development of new Service Offerings to expand existing customer accounts

  • Consistently manage client expectations to ensure the highest quality of service delivery, including conducting milestone or quarterly project reviews with business stakeholders

  • Identify, negotiate and document new opportunity proposals, including the creation and delivery of change requests, post implementation retainers and new projects

  • Manage new opportunity pipeline and provide timely and accurate opportunity forecast reports

  • Negotiate and close new opportunities – must be able to move new opportunities from inception to close

  • Lead the charge in creating happy, reference-able customers while promoting Bridgeline Digital’s value


Required Qualifications :

Experience Required: 



  • Bachelor’s degree with a least 7+ years working closely with customers and managing customer relationships

  • Be proficient on our services offerings and software capabilities

  • Strong customer management skills and experience managing multiple accounts simultaneously, including creating and managing project plans and documenting project requirements

  • Excellent communication, customer presentation and writing skills

  • Experience understanding the delivery of interactive web applications and software implementations

  • Understanding of web technologies and third party applications and platforms

  • You have strong discipline and are able to work independently

  • You have a strong work ethic

  • You like to work in a fast paced environment

  • You have high energy and a positive, winning attitude

  • Knowledge of Content Management, Web Analytics, eCommerce and eMarketing Systems


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