Customer Success Manager
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Job Description
Customer Success Manager leading strategic accounts at GoLinks. Focused on driving customer adoption, renewals, and advocacy across enterprise customers.
Responsibilities:
- Coach, onboard, and launch new clients while continuously maintaining and managing a book of business. Preemptively identify problems or barriers and proactively collaborate with the team to determine solutions for clients.
- Test playbooks, program ideas and track results based on defined customer goals.
- Develop an extensive working knowledge of GoLinks’ products, services, and best practices. Be the trusted partner and expert for customers at scale on use-case and product functionality
- Successfully identify barriers to renewal and, at times, negotiate pricing details and help expand accounts when opportunities arise.
- Advocate for the customer; provide updates to internal cross-functional partners (Product, Engineering, Marketing, Sales) on customer perspectives, risks, strategic insights, issue resolution activities, executive briefings, and requests.
- Identify key changes in customers’ business which impacts the delivery of GoLinks’ products and services
- Ensure customers are maximizing Company’s technology solutions and service offerings to maximize their own effectiveness and productivity; help customers understand gaps and the benefit of engaging fee-based resources to help further their businesses
Requirements:
- 2+ years in a customer relationship role, including managing a book of business made up of SMB and Mid-market customers
- Demonstrated skills in customer adoption and managing relationships to ensure client satisfaction for managed services and / or a SaaS organization
- Strong oral and written communication skills with the ability to conduct presentations to Executives and large groups
- Organized with exceptional follow-through
- Experience with Salesforce and/or customer management analytics software preferred
- Bachelor’s degree or equivalent experience
Benefits:
- Top-tier Medical, Dental, and Vision benefits, including FSA
- Life Insurance, AD&D, STD, and LTD benefits
- EAP and monthly wellness stipend for your physical and mental health
- 401(k) retirement plan to save for your future
- Paid Holidays, including a Winter Break for your rest and relaxation
- New hire stipend to cultivate a better work environment
- All expenses paid company off-sites and free lunch biweekly at Company meetings
- Learning & Development benefits for continuous learning
- MacBook Pro or equivalent laptop for your productivity
- Hybrid schedule to manage your personal obligations
- Flexible remote work environment
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