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: SalesforceMicrosoft 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
Self-starter with strong organizational and time management skills
Willingness and ability to work flexible hours
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
Salesforce and Gainsight experience is a plus
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
Other relevant projects as needed

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