Customer Success Manager
RemoteMidNAPaymentsCustomer Success ManagerAccount ManagementCustomer SuccessTeam LeadershipProspectingProduct Marketing
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Requirements
- 2+ years in Sales, Customer Success or Account Management
- Preferred experience working at a high-growth B2B startup
- Excellent written and verbal communication skills
Responsibilities
- To drive customer success for our products through personalized engagement strategies tailored to individual client needs.
- Developing a comprehensive understanding of the product and its features in order to effectively communicate value propositions to customers.
- Identifying opportunities within existing accounts that can be leveraged, as well as prospects outside current customer base for expansion or retention efforts.
- Collaborating with cross-functional teams such as sales, marketing, engineering, and product management to ensure a unified approach towards delivering exceptional service experiences.
- Monitoring key performance indicators (KPIs) related to account health, customer satisfaction scores, renewals/upgrades rates, etc., in order to assess the effectiveness of strategies implemented for driving success.
- Providing ongoing support and guidance to customers through various touchpoints such as phone calls, emails, live chats or scheduled meetings with sales representatives when necessary.
- Actively seeking feedback from clients regarding their experience working with our company in order to identify areas of improvement that can be addressed promptly for better customer satisfaction levels.
- Developing and maintaining strong relationships with key stakeholders within the organization, including senior management members who may provide valuable insights into business objectives or challenges faced by customers at scale across different regions/markets globally where applicable based on company needs as well as internal departments like finance which often interacts directly during contract negotiations etc..
- Attending regular meetings with leadership team and other relevant parties within the organization to stay informed about changes in business direction or strategy that may impact customer success efforts.
- Participating actively at industry events such conferences/seminars where networking opportunities exist alongside learning new trends related directly back into improving service delivery processes for better results overall across all touchpoints between clientele and our company representatives alike globally wherever applicable based on organizational requirements as well.
- Managing a team of Customer Success Specialists who report directly to this position, providing guidance/mentorship when needed while ensuring they are equipped with necessary resources required for delivering high quality service experiences consistently across all touchpoints between clientele and our company representatives alike globally wherever applicable based on organizational requirements as well.
- Overseeing the implementation of customer success programs, including but not limited to account health assessments using various tools/technologies available within organization's ecosystem such as CRM systems etc., ensuring timely identification and resolution any issues arising during these processes promptly before they escalate further leading potentially damaging impact on client relationships overall globally wherever applicable based upon organizational requirements too.
- Developing strategies for upselling/cross-selling additional services or products offered by our company which align with customer needs while maintaining high levels of satisfaction
Benefits
- You'll work at a company growing quickly yet sustainably. We’re profitable with plenty more opportunity ahead.
- Competitive pay, equity and benefits. The base salary for this role is $80,000 - $120,000.
- We're a remote company. Work from wherever you want in the Americas.
- Smart people and a great culture. See our company handbook.
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