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Relay customer feedback to the Product team.Coordinate cross-functional processes that help deliver on customers’ needs such as:.Leverage and effectively communicate Minitab’s solutions within the accounts to broaden Minitab’s footprint and create new opportunities by challenging the customer with tailoring for resonance and teaching for differentiation.
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Continuously gather knowledge of how to effectively position Minitab solutions.Routinely discuss and communicate account strategy and appropriate action items with other members of the virtual account team.Position Minitab to win new business within the account by developing, communicating, and supporting effective strategies that are based on well-defined customer-specific value propositions.Identify potential customer up-sell and cross-sell opportunities and partner with sales to help close new business.Support enterprise sales team in proactive discovery and assessment of new sales opportunities through the successful execution of CEL.Opportunity Identification and Account Management: Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.Partner closely with other cross-functional team members (e.g., sales, services, support) to advocate for customer needs and to ensure an exceptional customer experience.Work with sales and marketing in identifying potential case studies, customer testimonials, references, etc.
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Identify potential account risks for downgrade or termination and create path to help save the account including appropriate cross functional partnerships and/or escalations.Prepare strategies with customers based on objectives and key results that will help drive continued growth.Determine how to define, drive, and demonstrate quantifiable value (ROI) for assigned customers.Conduct Quarterly Business Reviews to determine critical goals and establish opportunities to increase adoption.Execute on Customer Engagement Lifecycle (CEL) by driving programs and initiative to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.Be a dedicated partner for our customers while discovering their business needs and challenges to help them better adopt the portfolio of Minitab solutions.
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These duties range from utilizing Customer Health tracking models, execution of Quarterly Business Reviews (QBR), Customer Success Playbooks, and other day to day activities as needed to support our customers. The Customer Success Manager will be responsible for execution of the Customer Engagement Lifecyle (CEL) post sale within their assigned customer base. The CSM will proactively build relationships, identify, and mitigate account risks, and expand product adoption. The Customer Success Manager (CSM), under general supervision from the Manager of Customer Success, will work closely with our customers to help them discover their business needs and partner with them on the best way to maximize the value they receive from Minitab.