Customer Migration Manager ODT

Role Overview

The Customer Migration Manager will work closely with our existing customer base to support customers to migrate to our new PipeFlo Connect Product. You will be responsible for promoting the new software, completing contractual processing in our systems, assisting with product onboarding, and gaining feedback on product adoption.

Responsibilities:

• Support customer inquiries and product evaluation to support successful recontracting to PipeFlo Connect.
  • Become familiar with functionality, key features, and value proposition of the new functionality to accurately position PipeFlo Connect compared to the current version
  • Support technical evaluation, coordinate with Sales Engineering to facilitate technical demonstrations
  • Price and quote customer subscriptions for PipeFlo Connect
  • Process migration opportunities within SFDC, accurately executing needed steps and successfully securing needed customer contract commitments
  • Work cross functionally with Sales, CS, and Product to support growth and long-term retention
  • Manage customer migration to the new platform on the new product
• Facilitate a successful onboarding for the customer to PipeFlo Connect
• Conduct target outreach cadences to support Onboarding; manage set follow-ups via email and phone tracking activities and outcomes in SFDC
  • Facilitate a warm hand off to the Training Team for training on the new product version
  • Gather feedback on adoption of new product, organize and provide the voice of customer internally to support process improvement
  • Identify add-on services, products, and changes to their subscriptions, effectively partnering internally to address the customer need
  • Manage At Risk situations and collaborate closely with other internal teams to support customer requests, issues, and feedback

Qualifications:

• Strong English verbal and written communication skills are mandatory
• 3+ years of experience in Customer Success or Account Management roles
• 1+ years of Software experience converting commercial models or supporting upsells to new product versions
• Experience managing new sales, renewal, and/or negotiation conversations
• Experience with migrating existing customers to a new product or platform
• Highly organized
• Passion for delivering an excellent customer experience
• Professional presence with ability to listen to, understand and present to customers via email and phone
• Proactive problem solver with experience developing creative solutions for customers and the business
• Experience with Microsoft suite and Salesforce
• Bachelor's degree preferred