Customer Success Account Manager

August 18

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Manufacturing Work Instructions • Continuous Improvement • Standard Work • Technical Writing • Lean Manufacturing

51 - 200 employees

🏢 Enterprise

⚡ Productivity

☁️ SaaS

💰 Private Equity Round on 2021-09

Description

• Build and maintain strong, long-lasting relationships with clients. • Serve as the primary point of contact for customer inquiries, issues, and escalations. • Conduct regular check-ins and quarterly business reviews with clients to ensure they are maximizing the value of our software. • Develop and execute customer success plans tailored to individual client needs. • Monitor customer health and proactively identify opportunities for growth and improvement. • Collaborate with internal teams to ensure customer needs are met and expectations are exceeded. • Create return on investment (ROI) analysis for customers. • Monitor customer satisfaction and work to resolve any issues that may impact retention. • Identify and develop customer advocates who can provide testimonials and referrals. • Gather customer feedback and relay it to the product development team to drive continuous improvement. • Track and report on key customer success metrics, including customer satisfaction, retention, and product usage. • Provide regular updates to the leadership team on customer health and success initiatives.

Requirements

• Bachelor's degree in Business, Computer Science, Marketing, Communications, or a related field. • 3-5 years of experience in a customer success, account management, or related role within the software industry. • Proven track record of managing and growing customer relationships. • Experience leading and managing customer success teams. • Strong understanding of SaaS (Software as a Service) business models and technology. • Manufacturing industry knowledge is a plus. • Excellent communication and interpersonal skills. • Ability to work independently and as part of a team. • Strong problem-solving skills and a proactive approach to customer issues. • Proficiency with CRM (salesforce) software and customer success tools. • Proficiency in the Microsoft and Google Suite of products. • Ability to travel 25-40%

Benefits

• Competitive salary and performance-based bonuses. • Comprehensive health, dental, and vision insurance. • Retirement savings plan with company match. • Generous paid time off and holidays. • Opportunities for professional development and growth. • A collaborative and supportive work environment. • Remote-friendly environment • Monthly stipend for gym membership • Home office set-up stipend