Promenade - Customer Success Manager (CSM)
RemoteJuniorAPACSoftwareCustomer Success ManagerCustomer SuccessCSMProspectingProduct MarketingReporting
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Responsibilities
- To drive customer success and retention for our SaaS products through personalized engagement strategies.
- Developing a deep understanding of the product to effectively communicate its value proposition to customers at all stages of their journey with us.
- Identifying opportunities within existing relationships that can be leveraged or new ones identified, which aligns well with customer needs and business goals for growth.
- Collaborating closely with sales teams to ensure a seamless handoff from prospecting to closing deals while maintaining strong ongoing support post-purchase.
- Monitoring key performance indicators (KPIs) related to retention, upsell/cross-sell opportunities and customer satisfaction levels; providing regular reports with insights for continuous improvement of the CSM program.
- Actively engaging in proactive outreach efforts such as check-ins or personalized emails based on triggers identified through data analysis tools provided by our AI recruitment process, to ensure customers are aware and satisfied with their experience when needed.
- Providing exceptional customer service that goes beyond the call of duty; resolving issues quickly and effectively while maintaining a positive relationship between both parties even in challenging situations where resolution may not be immediately possible or desirable for either party involved.
- Building strong relationships within our organization by working closely with other departments such as sales, marketing, product development etc., to ensure alignment of goals across the customer journey and facilitate effective communication channels when needed between these teams members themselves; this includes attending regular meetings where relevant information is shared amongst all parties involved.
- Actively participating in industry events or webinars related directly back into our business interests as well providing feedback on best practices being implemented by other companies within similar verticals which could potentially benefit us too if adopted internally here at Promenade; this helps keep up with trends while also expanding professional networks outside company walls when appropriate opportunities arise during these engagements.
- Maintaining an active presence across various communication channels including email, phone calls etc., where customers may reach out directly seeking assistance or guidance regarding their experience using our products/services which requires prompt response times coupled with empathy towards customer concerns raised throughout interactions; this includes providing timely updates on any changes made internally that could impact user experiences going forward too if applicable situations arise during these engagements.
- Continuously learning about new developments within the industry related back directly into our business interests while also staying abreast of emerging trends which may affect customer needs/preferences over time; this includes attending relevant training sessions offered internally or externally when available so as not fall behind on knowledge gaps potentially present amongst team members themselves due lack thereof regarding certain aspects relating directly back into our business interests here at Promenade.
- To drive growth and revenue for the company by
Benefits
- Personal career development that focuses on where you want to grow, not just the needs of the company
- Equity/Stock options in a profitable and rapidly growing company
- Great Medical/Dental/Vision coverage
- Fully-remote role with MacBook Pro and home-office supplies provided
- Ability to mold your career and make an immediate impact
- Work in a fast-paced, fun environment with an eclectic group of people from all over the world
- If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.
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