Customer Success Manager – Stonebranch – Alpharetta, GA

Stonebranch builds dynamic IT automation solutions that transform business IT environments from simple IT task automation into sophisticated, real-time business…From Stonebranch – Thu, 06 Feb 2020 21:45:22 GMT – View all Alpharetta, GA jobs …

Stonebranch builds dynamic IT automation solutions that transform business IT environments from simple IT task automation into sophisticated, real-time business service automation, helping organizations achieve the highest possible Return on Automation. No matter the degree of automation, Stonebranch software is simple, modern and secure. Using its universal automation platform, enterprises can seamlessly orchestrate workloads and data across technology ecosystems and silos. Headquartered in Alpharetta, Georgia with points of contact and support throughout the Americas, Europe, and Asia, Stonebranch serves some of the world’s largest financial, manufacturing, healthcare, travel, transportation, energy, and technology institutions.

Your Part in this Growth Story:

Stonebranch is searching for a Customer Success Manager who’s interested in playing in the explosive IT automation market.

A Customer Success Manager at Stonebranch is a senior resource that engages with global and enterprise customers to drive Stonebranch’ s products adoption and demonstrate ongoing value. You are responsible for the complete post-sales lifecycle and need to maximize the success of our customers and have the responsibility to coordinate all Customer Success activities (Onboarding, Adoption, Consumption and Retention) resulting in securing and expanding the Stonebranch footprint in customers environment. The CSM supports customers in their journey to create value out of their investments returning into (over)achieving their objectives and desired business outcomes.


Your Impact on The Organization:

  • Develop and maintain long-term strong customer relationships and be a trusted advisor to them
  • Prepare and execute a Customer Success Plan (CSP) based on a structured programmatic approach
  • Translate customer strategy and needs into usage of Stonebranch solutions
  • Take full responsibility to secure annual renewals, increase renewal rates, drive upsell and reduce churn
  • Guide customers in their journey to discover full value out of Stonebranch solutions
  • Ensure that the customer experiences an easy onboarding process of our solutions as well as to provide strategic guidance on how customers can maximize the adoption and usage of our solutions to their benefit
  • Collaboration with cross functional groups across the organization to further develop customer relationship
  • Collaborate very closely with Stonebranch Sales Managers to ensure growth and increased footprint including the identification of cross- and upsell opportunities
  • Collaborate with consulting, support and service team to maximize customer satisfaction for example ensuring products & solutions are smoothly implemented, deployed and support tickets solved effectively
  • Support Stonebranch Services team to establish a collaboration model between customer and engineering to create a closed loop between Stonebranch product capabilities and customer needs
  • Regular collaboration with the Stonebranch Training & Enablement team to develop advanced competence of customers about Stonebranch’s portfolio
  • Influence lifetime value through higher product adoption, customer satisfaction
  • Pro-active Customer Health monitoring and gaining real-time business insights
  • Schedule and lead regular Business Reviews in which overall status is measured in close collaboration with customers
  • Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
  • Being the main point of contact between Stonebranch and several named global and/or enterprise accounts. This could be in support of a Sales Manager where one has been assigned to the account
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Establish management level relationships between customers and Stonebranch

What You Will Bring to the Team:

  • 4+ years’ experience in client facing role
  • Have significant experience collaborating with senior IT and business leaders as well as a variety of internal stakeholders from different departments
  • Direct customer advocacy and engagement experiences in post-sales functions
  • Successfully managed customer journeys and engagements to completion and customer satisfaction
  • Strong presentation, communication and cross-functional collaboration skills across all levels
  • Excellent analytical and problem-solving skills
  • Demonstrate success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention
  • Knowledge of IT technology and preferably IT Infrastructure and Operations
  • Proven track record of achieving targets and goals
  • B2B Tech company background highly preferred
  • Bachelor’s degree or higher


Why You’ll Love Stonebranch:

  • Competitive compensation
  • Workforce fitness program / gym reimbursement
  • Excellent health benefits
  • 401k to help you save for your future
  • Regular social events
  • Paid holidays and generous time off policy to rest and recharge
  • Convenient North-Atlanta location

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