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We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our clients, ensuring their satisfaction with our product and services, and driving revenue & retention. Very importantly, you will act as the key support and technical escalation point.
Responsibilities
* Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
* Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
* Act as the key point of technical and support escalation
* Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business
* Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
* Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
* Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
* Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements
Requirements
* Bachelor's degree in business, marketing, or related field
* 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
* Outstanding execution and product demonstration abilities
* Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
* Excellent problem-solving skills, with the ability to identify and resolve complex issues
* Demonstrated ability to manage multiple projects and customers simultaneously
* Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
* Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
* Previous experience working with timesheet, payroll, or accounting software a bonus
* Ability to work independently and remotely, with a strong work ethic and time management skills
* Familiarity with our industry is a plus
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
IT Services and IT Consulting
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