Customer Success Manager (West Coast)
New
West Coast of the United States. We prefer candidates in the following states: California, Arizona, New Mexico, Colorado, Nevada or Utah.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 3 years
- Required Skills
- Microsoft ExcelPowerPoint
Requirements
- At least 3 years of experience in a Customer Success Manager role in a SaaS company
- Outstanding relationship and rapport building abilities
- Excellent verbal and written communication, presentation, and problem-solving skills
- High degree of professionalism, dependable, and customer centric attitude
- Self-starter with strong organizational and time management skills
- Willingness and ability to work flexible hours
- Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
- Skilled at troubleshooting with a logical, systematic approach
- Willing to travel up to 25% to visit clients
- Located in either California, Arizona, New Mexico, Nevada, Utah or Colorado
Responsibilities
- Drive customer success as the first point of contact for customers in named accounts
- Monitor overall client utilization and success
- Provides ongoing service and support while managing the customers' expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress towards resolution
- Track and improve on churn rate and satisfaction scores in assigned accounts
- Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
- Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis
- Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities
- Maintains in-depth knowledge of our products and stays up to date with ongoing product releases
- Protect business with current partners to ensure they won't be tempted to use a competitor
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