**Job Title: Customer Success Manager - Work from Home**
**Company: Chevron**
**Location: Washington, D.C., US**
**Job Type: Full-time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 6+**
**Application Deadline: ******** **
**Job Overview:**
Chevron is seeking a dynamic and results-driven Customer Success Manager to join our remote team. In this role, you will be a vital advocate for our customers, ensuring they receive exceptional service and derive maximum value from our products and services. You will leverage your expertise and relationship-building skills to foster customer loyalty, drive engagement, and achieve key strategic goals while working from the comfort of your home.
**Key Responsibilities:**
- **Customer Engagement and Relationship Management:**
Develop and maintain strong relationships with key customer stakeholders. Act as the primary point of contact for assigned accounts, ensuring high levels of satisfaction, retention, and advocacy.
- **Onboarding and Training:**
Facilitate smooth onboarding processes for new customers, including conducting training sessions, providing resources, and ensuring they are equipped to use our products effectively.
- **Customer Health Monitoring:**
Proactively monitor customer usage, health scores, and engagement metrics to identify opportunities for additional value delivery through our offerings.
- **Problem Resolution:**
Address and resolve customer inquiries and issues in a timely and effective manner. Collaborate with cross-functional teams to escalate and tackle complex challenges.
- **Strategic Account Planning:**
Partner with customers to understand their business goals and objectives, crafting tailored success plans that ensure alignment with Chevron's products and solutions.
- **Renewals and Upselling:**
Drive contract renewals and identify upselling opportunities by understanding customer needs and demonstrating how our solutions can solve their evolving challenges.
- **Voice of the Customer:**
Capture customer feedback, insights, and anecdotes to drive continual improvement of products and services. Effectively communicate this feedback to internal teams to inform strategic decisions.
- **Metrics and Reporting:**
Prepare and analyze reports on customer engagement, satisfaction, retention, and overall account health. Provide regular updates to leadership on progress toward customer success goals.
- **Team Collaboration:**
Work closely with the sales, product, and support teams to facilitate a seamless customer experience and ensure that customer needs are met promptly and effectively.
- **Continuous Learning and Improvement:**
Stay updated on industry trends, best practices, and competitor analysis to continuously enhance customer experience and service delivery.
**Qualifications:**
- Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
- Minimum of 6 years of experience in customer success, account management, or a similar role.
- Proven track record of achieving customer satisfaction, retention, and upselling targets.
- Strong understanding of marketing concepts, customer relationship management (CRM) tools, and customer success metrics.
**Personality Traits:**
- Resilient: Ability to bounce back from setbacks and challenges with positivity and determination.
- Passionate: Deeply motivated to make a positive impact on customer experience and outcomes.
**Soft Skills:**
- **Research:** Capable of conducting thorough research to better understand customer industries, challenges, and opportunities.
- **Problem-solving:** Effective in analyzing issues and developing creative solutions to address customer needs and barriers to success.
**Benefits:**
- Gym membership to promote health and well-being.
- Comprehensive medical coverage for you and your family.
- Free food and snacks to enjoy while working from home.
**Working Environment:**
At Chevron, we empower our employees to take ownership of their roles and make impactful decisions that contribute to both our success and the satisfaction of our customers. We foster a collaborative and inclusive culture that values diverse perspectives and innovative thinking.
**Equal Opportunity Statement:**
Chevron is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sexual orientation, national origin, disability, or veteran status.
If you are passionate about driving customer success and possess the resilience to thrive in a dynamic work environment, we encourage you to apply and join our team!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
