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Customer Success Manager

Job Title: Customer Success Manager
Contract Type: Permanent
Location: New York
Industry:
Salary: $120K
Start Date: ASAP
Contact Name: Theodore Rayden
Contact Email: theodore@intelletec.com
Job Published: 9 months ago

Job Description

Starting with user onboarding, Customer Success Managers will manage all elements of the post-sale business relationship with customers (including renewals and customer growth), and drive customer usage within our software. You’ll work with the sales, product and management teams to drive event success for our customers.

 

 

 

Customer Success Managers are trusted advisers on how to use the product and map it to the customer's specific business needs. Your role will be to serve as customer advocates by delivering product feedback and feature requests to the entire team.

 

 

 

Responsibilities

  • Manage customer onboarding to make sure that customers are set up for maximum success

  • Taking ownership of accounts and managing their onboarding, success, retention, and renewal processes

  • Build strong relationships with customers

  • Consult regularly with clients to fully understand their needs and actively solve pain points.

  • Respond quickly to customer-submitted questions and requests

  • Maintain portfolio and monitoring analytics, reports and KPIs

  • Solicit references, referrals, and testimonials from customers

  • Collaborate with product, marketing, and sales teams to communicate customer needs to design ideal offering/features

  • manage the customer renewal process and identify upsell opportunities

 

Requirements

  • Previous experience in customer success is a big bonus (even better if in a SaaS startup)

  • A proven track record of successfully building rapport and relationships with all levels

  • Excellent writer and communicator

  • Internet savvy with a strong interest in startups

  • At least a year of experience in sales or customer success in a software company

  • Strong knowledge of online software (SaaS) products and services, broadly defined

  • Account management, project management and problem-solving skills

  • Passion for building relationships with people

  • High level of organization and a great attention to detail

  • Strong presentation skills via phone, online and in person

  • Ability to learn new concepts quickly

  • Data driven with appreciation of organization and process

 

OTE- Up to $120K depending on experience