Customer Success Manager - Remote

Baltimore, MD
Sep 25, 2021
Sep 27, 2021
Full Time
Successware, Inc., an affiliate of Authority Brands LLC is an industry leading, total business management software company for the contractor industry. We're looking for acreative, passionate and dedicatedCustomer Success Managerwho will serve as a primary contact and trusted partner for clients, managing all elements of the post-sales process.Responsibilities:Manage customer relationships within a portfolio of assigned accountsProactively engage and educate clients through regular meetings, dedicated phone and email communication and tailored support and training effortsWork collaboratively across Sales, Implementation, Customer Support, Tech Support and Product teams to lead the successful onboarding of new accounts, understand key client businessdrivers, and ensure extraordinary customer success and retentionIdentify and spearhead strategic opportunities for increased customer engagement, advocacy, and growthIdentify and recommend upsell opportunities to help customer grow their business using our products/services and work with sales to ensure customer needs are metBecome aSuccesswareproduct expert, leveraging this information to deepen client relationships and build continued trustIdentify risks to renewals with our clients on an ongoing basis and collaborate with internal teams to remediate client concernsBe a subject matter expert for the industry and maintain an understanding of the ongoing trends and events relevant toSuccesswareClientsQualifications:Bachelors Degree preferredA minimum of 1-3 years of professional experience, preferably in a proactive, customer-facing role (B2B and SaaS experience a plus)Proven experience in renewal and expansion success through exceeding retention goals and successfully identifying upsell opportunitiesExperience with account portfolio planning, management, and prioritizationSelf-motivation, intellectual curiosity, and the ability to adjust quickly to changing prioritiesAbility to work independently as well as in team settings, with a positive attitude and a team player mentalityAbility to work in a fast-paced, change oriented, 'start-up' like environmentExperience in home service industries such as HVAC/Plumbing/Electrical including back office applications as well as mobile products to support common business needs preferred.Experience leveraging various KPIs from Zendesk as a CRM preferred.Proficiency in MS Office applications, including SharePointWe believe our greatest asset are our employees, we offer competitive salaries and a full benefits package to include, PTO, paid holidays, 401(k) and more.Authority Brands LLC conducts drug screens and background checks on applicants who accept employment offers. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions however we do not sponsor Visas at this time.Authority Brands is an Equal Opportunity Jobble

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