Customer Success Manager, US REMOTE

Samsung SDS America is currently seeking a Customer Success Manager with a passion for technology and strong customer-facing skills to join our Solution Sales Team. In this role, you will be responsible for ensuring the successful adoption, retention, and satisfaction of our enterprise customers.

As a Customer Success Manager, you will build strong relationships with customers, understanding their business needs and providing strategic guidance to help them achieve their goals. You will develop account plans, identify new opportunities, and act as a trusted advisor to our customers.

This position specifically supports our Federal & Healthcare team. This role is critical in ensuring that our customers in these sensitive and highly regulated industries receive exceptional support and service, tailored to their unique needs. As a Customer Success Manager, you will play a key role in guiding our clients through their digital transformation journey, ensuring the successful adoption and optimization of our solutions, and fostering long-term relationships.

Check our website for more information about our EMM offerings.

This is a 100% remote role that can be based anywhere in the US. The Team is based in Eastern Time Zone.

Samsung SDS is the digital arm of the Samsung group and a global provider of cloud and digital transformation innovations. Samsung SDS delivers enterprise-grade solutions and services in cloud, secure mobility, analytics / AI, digital marketing and digital workspace. We enable our customers in government, financial services, healthcare, and other industries to drive business in a hyper-connected economy helping them to increase productivity, safeguard assets, and make smarter decisions.

Responsibilities:

• Strategic Account Management: Build and maintain strategic relationships with key stakeholders within assigned organizations, understanding their objectives, challenges, and regulatory environments.
• Sales Support and Project Management: Proactively identify opportunities to add value to our customers to help them achieve their goals. Conduct business reviews, identify satisfaction, identify improvements, and uncover upselling and cross-selling opportunities. Provide ad-hoc support to Sales team on different projects.
• Customer Advocacy and Feedback Loop: Serve as the voice of the customer within Samsung SDS, providing critical feedback to internal teams to address customer requirements and advocate for customer needs.
• Customer Education and Support: Provide ongoing support to our customers to resolve any issues swiftly and efficiently, ensuring successful adoption and utilization of our solutions.
• Industry Expertise: Stay updated on industry trends, regulatory changes, and technological advancements to provide insightful, consultative support to clients and internal stakeholders.

• Performance Analysis and Reporting: Regularly analyze and report on customer health metrics, identifying areas for improvement and implementing strategies to enhance customer satisfaction and loyalty. Collaborate with internal teams to ensure operational excellence.

Requirements

• Bachelor’s Degree preferred.
• 4+ years of B2B SaaS experience in Customer Success or Account Management roles.
• Strong customer-facing and presentation skills, with the ability to engage with customers at all levels of the organization.
• Strong problem-solving and analytical skills, with the ability to interpret data and leverage insights to optimize customer success.
• Proven experience in time management, with the ability to prioritize tasks effectively.
• Strong interpersonal and communication skills, with a focus on delivering excellent customer service.

Preferred:

• 6+ years of B2B SaaS experience in Customer Success or Account Management roles.
• Knowledge in mobility solutions, mobile security and enterprise mobility management.  
• Familiarity with ServiceNow.

Benefits

Samsung SDSA offers a comprehensive suite of programs to support our employees:

• Top-notch medical, dental, vision and prescription coverage
• Wellness program
• Parental leave
• 401K match and savings plan
• Flexible spending accounts
• Life insurance
• Paid Holidays
• Paid Time off
• Additional benefits

Samsung SDS America, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, status as a protected veteran, marital status, genetic information, medical condition, or any other characteristic protected by law.

We are committed to providing reasonable accommodations to participate in the job application or interview process for candidates with disabilities. If you need assistance and/or a reasonable accommodation, please send your request to this e-mail.