Customer Success Manager

April 3

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CrushBank

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CrushBank is an award-winning AI system designed to speed access to company and IT support information through a client-specific private data lake. Built with business-grade AI from IBM watsonx, CrushBank dramatically cuts the time spent searching for answers. Managed Service Providers (MSPs) and corporate service desks benefit from reduced escalations and enhanced data quality. Additionally, business users can get the answers they need quickly, and new employees get up to speed faster, all facilitated by CrushBank’s robust capabilities.

Cognitive Computing • IT Help-Desk Management • Artificial Intelligence • Managed Service Providers • ITSM

11 - 50 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

💰 Series A on 2022-07

📋 Description

• Retain and grow clients post sales. • Elicit prospects and customers’ business, functional and technical requirements. • Show the value of our market-leading search, data management and analytics systems. • Understand and address prospect / customer questions and objections. • Manage a growing list of current accounts and expand the product adoption and footprint within each customer. • Manage customer requests and action items to completion. • Customer Advocacy - help align internal processes to customer needs. • Be an authority on competitive offerings, using that knowledge consultatively with customers. • Travel on a limited basis as required. • Daily tasks include working with onboarding team to ensure the customer completes the required onboarding steps, train customers and their teams, and ensure they have the support needed for successful use of the platform. • Customer document management and improvement (synonym expansion, training). • Weekly meetings with customers to ensure that the first 60 days of CrushBank post initial onboarding. • Reporting - assisting with adoption by reviewing activity reports and performance impact to heavy and light users. • Consistent user interaction - assist directly with the use of CrushBank and identify constructive user feedback for product enhancement and adjustments. • Reviewing new features and uses of CrushBank across the customer organization. • Oversee additional use cases (work with onboarding). • Build a culture within each customer where Data inside CrushBank is as important and critical to their operation as any other system. • Analytics - training on the use of Insight and Power BI with our customers.

🎯 Requirements

• 3-5 years of experience in technology, preferably in Managed Services, SAAS, B2B software or related services, working in Customer Success or similar customer facing role. • Skilled at navigating complex and challenging organizational environments in a professional manner. • Proven multitasking, negotiation, and problem-solving skills. • Ability to work both independently and collaboratively. • BA/BS degree in a related discipline or equivalent experience. • Selling into a variety of verticals and horizontals is a bonus. • Experience with ITSM (Information Technology Service Management), ITIL operating models is a bonus. • Experience with ConnectWise, ServiceNow, ITSM platforms and/or engaging with MSPs (managed service providers) is a bonus.

🏖️ Benefits

• medical and dental insurance • 401(k) plan • disability insurances • employee bonus program