Customer Success Manager
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Job Description
Customer Success Manager for EverCommerce managing Security and Alarm customers in a SaaS environment. Focused on onboarding and maintaining exceptional customer relationships while driving growth and retention.
Responsibilities:
- Responsible for a portfolio of key customers
- Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
- Driving incremental revenue from up-selling additional solutions
- Work with our customers to ensure they maximize their potential using our software
- As part of the onboarding team, ensure the customers have a seamless experience
- Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
- Internal stakeholder management, to ensure complete business support
- Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
- Measure, monitor, and report internally and externally to Customer Stakeholders
- Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
- Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
- Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
- Work transparently to surface customer problems and allow others to participate in solving them
Requirements:
- 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
- Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
- Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
- Advanced project management experience & skills
- Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers
- Ability to manage executive relationships and discussions
- Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
- Understand customer health scoring and predictive risk management to prevent and resolve risk
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving abilities
- Customer-centric approach with a focus on building relationships
- Ability to flex and adapt to changing customer needs and priorities
- Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events.
Benefits:
- Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
- Robust wellness benefits, including an annual wellness stipend
- 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you
- Employee Stock Purchase Program
- Registered Retirement Savings Plan (RRSP) with 4% company match
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