The CSM will define, quantify and analyze relationships with strategic customers so that their success is not left up to chance.
The CSM shall have regular contact with multiple key customers and work internally with cross functional departments in representing the voice of the customer, to actively resolve concerns and accommodate reasonable requests.
To be successful in this role, all customer communication, both oral and written, with key stakeholders at strategic customers will be accurate and informative.
Additionally, as the main point of contact for a customer, the CSM will understand the customer's business and needs and will focus efforts on tasks that result in higher customer satisfaction and retention.
What You'll Do: Work directly with a portfolio of customers to define success and drive adoption and value Help our customers identify, frame and realize value out of using Billtrust Develop a deep understanding of customer needs, use cases, and objectives to ensure that the Billtrust platform is properly leveraged to achieve them Assist customers in driving user adoption and change management within their organization Build and maintain strong relationships with all key customer stakeholders Monitor and report on the overall well-being of customers, tracking key health and usage indicators Serve as a point of escalation for key customer issues and ensure swift resolution Drive customer advocacy through case studies and references Ensure high customer satisfaction and retention Evangelize the capabilities of the Billtrust platform, identifying opportunities for further growth within customers while working collaboratively with the account team to position upsells Work with the services teams to facilitate the onboarding of n.