WHAT YOU'LL DO
The Customer Success Manager (CSM) works closely with new and existing customers to ensure they are supremely successful with and delighted by BCG solutions.
The primary goal of the CSM team is to ensure our customers derive maximum value and utilization from our technology and services such that they renew, expand and become advocates for us in the marketplace.
You will be responsible for effectively onboarding these accounts onto our products, spurring usage in the early stages and ongoing, and building high customer satisfaction.
You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at BCG.
Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with BCG.
You can manage numerous customers at different stages of the customer lifecycle with ease.
YOU'RE GOOD AT
Act as the primary point of contact for the client and manage any escalated service issues to ensure that SLA’s are consistently met
Establish yourself as a trusted advisor to the client, providing guidance on how to best utilize the BCG solution to meet their business needs
Function as the customer advocate and provide internal feedback on how BCG can better serve our customers
Develop strong understanding of the clients’ business in general, and with the client’s specific issues and objectives in particular
Align on metrics to measure adoption, influence, and impact of the tool
Possess a thorough understanding of the product and speak with customers about the most relevant features / functionality for their specific business needs
Ensure change management and adoption programs are in place for each customer
Increase customer retention through frequent check-ins and quarterly business reviews
Track the health of customers and implement formal improvement plans when needed
Track accounts to identify churn risk and work actively to eliminate that risk
Oversee the configuration and implementation of BCG solutions with our clients
Work closely with Engineering to identify and track product improvement requests and bug fixes
Develop broad network across BCG so you can bring the right resources to the right decision makers in the organization to drive success
Provide guidance to consulting teams on how to effectively work with Omnia products
Evangelize Customer Success across BCG and work to continually improve the function
Expected to travel 30% of the time on average
YOU BRING (EXPERIENCE & QUALIFICATIONS)
Bachelors’ degree required in a related field; advanced degree preferred
5+ years in Customer Success or technical discipline desired
Service Management, Professional Services or Consulting backgrounds preferred
Prior experience in analytics-based software environment is strongly preferred
World class customer-facing and interpersonal skills : professional, insightful, value-driven
Thrives in a fast paced, currently loosely defined and constantly evolving environment
Enjoys working with customers to ensure complete satisfaction and achieve exceptional results
Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
Ability to respond quickly to changing demands and market conditions
Commitment to teamwork and ability to operate in a matrix management environment
Intuitive listener with ability to translate and communicate customers priorities, business objectives, process and operational challenges into proposed solutions using Omnia solutions
Clear understanding of value drivers in recurring revenue business models
Strong communication skills and technical aptitude
Excellent communication skills in English and German is a must
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Experience with dashboard and visualization software (Tableau, Google Analytics, etc.)
YOU'LL WORK WITH
Our product managers and business builders work with our clients and colleagues in developing new digital ventures and products from planning to launch.
We are a mix of business leaders, corporate strategists, and product specialists.
YOUR EMPLOYEE TYPE IS
WHO WE ARE
BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world’s best talent to have a real impact on business and society.
As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next.
We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible and unlocking your potential to advance the world.
BCG Omnia works with Boston Consulting Group’s practice areas specific industries and capabilities in order to transform the firm’s unique intellectual property into professional, scalable products to support our client service efforts.
BCG Omnia employs leading-edge technologies and specialized experts in product design and development, visualization, benchmarking, and custom analysis to provide world-class solutions.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, protected veteran status, or any other characteristic protected under federal, state or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.