Job Details

ACDI - Access Control Devices, Inc. | Full time

In our tiered distribution model, Customer Success Managers (CSMs) play a pivotal role in enabling our resellers to drive customer outcomes while maintaining strategic oversight of key end-user accounts. This role requires a blend of partner enablement, customer advocacy, cross-functional collaboration, and operational excellence to deliver value across all tiers of our customer ecosystem.

As a Customer Success Manager, you will be managing relationships with many of our fastest-growing clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Your strength as a natural communicator will propel you into incredible relationships with our clients and colleagues to deliver success for all! When you are not managing client outcomes, you will be sharing your experiences, learning from others, devising innovative approaches for success, and much more.

You will be responsible for working hand in hand with multiple teams throughout the organization and will work along with Leadership to promote the goals and process milestones by focusing on the best practices that result in the continued improvement of customer performance metrics. To be successful in this role, you must aspire to understand the underlying challenges the industry is facing and remain optimistic in identifying the best practices resulting in overall customer success for ACDI. This is a new role and will be subject to change as further developed.

TOP PRIORITIES

1. Enable resellers to deliver customer success at scale through training, guidance, and shared resources.
2. Maintain visibility and engagement with key end-customers, especially those at risk or in high-growth segments.
3. Drive adoption, retention, and expansion by aligning CS efforts with both partner and internal account teams.
4. Use data and telemetry to proactively identify churn risk and expansion opportunities across the partner channel.
5. Turn both partners and end-customers into advocates through strong outcomes and value realization.

KEY RESPONSIBILITIES

1. Work closely with clients to understand their business goals and objectives, ensuring ACDI's solutions are being adopted into their teams' daily workflow and growing lifetime customer value for ACDI.
2. Be the trusted partner for the client on use-case and product functionality.
3. Create client deliverables (presentations, business process enhancements, strategy recommendations, reporting, and updates) suitable for a diverse set of constituents, from senior executives to application end users.
4. Establish strong relationships with decision-makers and key influencers within each account in your book of business.
5. Develop, execute, and maintain strategic account plans and QBRs to drive business value.
6. Forecast, identify risk, maintain a strong client renewal rate, and drive expansion in partnership with the Account Owner.
7. Clearly communicate and manage risk, proactively helping resolve issues promptly while minimizing client churn.
8. Work closely with clients and internal teams to maintain visibility into product performance and client feedback.
9. Build client advocates who will speak on behalf of ACDI as a reference and share success stories in ACDI events and content.
10. Responsible for ensuring an internal closed loop process for all client projects & inquiries, along with ensuring support and quoted timelines are abided by.
11. Establish clear goals and objectives to forecast a plan of action by communicating with appropriate team members.
12. Collect, analyze, and understand data-driven metrics related to customer experience and satisfaction as well as proactively seek to find value in services provided.
13. Track customer satisfaction metrics to better understand trends within the market.
14. Maintains a complete understanding of and adheres to all ACDI policies, procedures, and processes.
15. Contributes to team effort by accomplishing related results as needed.
16. Own a portfolio of reseller partners and key end-customers, maintaining high levels of satisfaction and engagement.
17. Train and enable reseller teams with customer journey playbooks, adoption strategies, and QBR toolkits.
18. Conduct business reviews with strategic partners and participate in joint customer-facing reviews when appropriate.
19. Develop success plans with both partners and end customers that drive measurable business outcomes.
20. Monitor partner and customer health scores and take action based on risk or growth indicators.
21. Collaborate with internal teams (sales, product, support, etc) to ensure consistent customer experiences.
22. Leverage tools such as Gainsight, Totango, or internal dashboards for tracking adoption and outcomes.

EXPERIENCE, EDUCATION, & SKILLS REQUIREMENTS

1. 5+ Years of Customer Success Manager or similar experience.
2. A bachelor's degree in a relevant field is preferred.
3. Familiarity with Google and Zoho applications sets you apart.
4. Strong professional communication (via phone, email, and in-person), problem-solving, highly organized, collaborative, and detail-oriented.
5. Strong interpersonal and customer service skills.
6. Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
7. Deep understanding of Client Success concepts, best practices, and execution strategies.
8. Possesses the ability to interface with C-level executives to drive program strategy.
9. Ability to create structure in ambiguous situations.
10. Empathetic, positive attitude with a desire to help our Partners reach their goals.
11. Proven elevated level of attention to detail and accuracy.
12. Flexible approach, able to operate effectively with uncertainty and change.
13. Ability to comprehend and uphold brand style guidelines, to produce work in a successful manner.
14. Ability to solve an array of challenges through customer success.
15. Must be able to mediate customer problems to arrive at the best solution.
16. Manage time effectively with the ability to multitask and meet deadlines.
17. Self-starter with the ability to work independently and collaborate with cross-functional teams.
18. Professional demeanor with a high degree of comfort speaking with all levels of the organization.
19. Deep understanding of customers' concerns and thoughts regarding the use of products and the ability to troubleshoot as needed.

PHYSICAL REQUIREMENTS

1. Must be able to stand or sit for prolonged periods of time.
2. Must be able to lift 15 pounds.

SUPERVISORY RESPONSIBILITY

This position will not have supervisory responsibility at this time; however, it may be subject to change depending on the growth of the company.

WORK ENVIRONMENT

1. Moderate noise level, bullpen environment located at HQ in Benton, Arkansas, is preferred.
2. Fast-paced, encouraging, and extremely positive.
3. Employees may be required to furnish adequate internet services, mobile services, and devices necessary to receive business communications on a continual basis.
4. May be required to furnish a passport or other identity documents for international travel, if traveling is required.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.