Customer Success Manager, Scaled, Resi

Pushpay • Allen, TX

8d • Hybrid

About The Position

Resi Media, LLC, a Pushpay company, is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations over a standard internet connection. Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.
The Customer Success Manager - Scaled plays a key role in driving customer success primarily through technology-driven engagement strategies utilizing tools and platforms to monitor customer behavior and reactively deliver customer responses. The Customer Success Manager - Scaled will ensure our customers are successful in their deployment, adoption, and usage of Resi while still maintaining a balance with personalized interactions when needed, while managing a large volume of accounts with a “tech-touch” approach. Your goals will include net expansion (upsell & downsell), churn mitigation and renewals.

Requirements

• Project Management
• Sales
• Teachability
• Operational efficiency
• Experienced. You have at least 2 years of inside sales, account management, high volume support, customer success management or renewal team management experience. You’ve used and have working knowledge of Salesforce.com or a similar CRM system.
• Excellent Communicator. Strong written and verbal communication skills. You can communicate complex technology and problems, in a simple way. You are comfortable speaking in small groups, or leading presentations in front of large groups.
• Problem Solver. You love identifying and tackling the most difficult of challenges and know how to work with a team to get to the best solution. You go the extra mile with a strong work ethic; self-directed and resourceful. Many would describe you as a “self- starter” or “driven”.
• Multi-Tasking. The ability to deal with a transactional work environment. You will have to be able to excel at time management and prioritization among many demands. You thrive when you are busy with lots of things to accomplish during the day. You feel a sense of satisfaction when you are able to accomplish a full day of work.
• Business Minded. You love learning technology, and have impeccable business acumen.
• Detail Oriented. You handle details accurately and in a timely manner. You can effectively manage opportunities, customer interactions, and key projects checkpoints with attention to accuracy and detail.
• People Person. You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, both over the phone and in email. You see no problem with building relationships with all types of people at all levels within an organization.
• Performer. You love to set goals and see those goals through to success. You want to achieve your metrics monthly, quarterly, and annually. You don’t settle for the status quo. You love to “over” perform and can show your successes.
• Naturally Curious. You love to learn about why and how things work. Your favorite question as a child was “Why?”. You like to spend time understanding your customer’s needs in detail, and how you can help. You look for ways to be better every day.
• Fun and Fast Paced . You like the startup world. You enjoy fast-paced roles, with lots to do. You are ok with change and ambiguity as we grow. You want to work with other fun people, who enjoy learning and helping each other. You know that great teams are made of great people.
• Bachelor’s Degree or additional equivalent years of experience.
• Proven track record with quota/ target attainment.
• Managed 1000+ accounts in prior roles.

Nice To Haves

• Experience with Not-for-Profit, Education, or Faith verticals and/or background in software preferred.

Responsibilities

• Revenue Retention: You will have targets and goals that ensure our customers stay customers.
• Adoption Target: We are here to help our organizations deploy and use Resi, but the work doesn’t stop there. We help them engage with their givers and drive adoption beyond the organization.
• Upsell: We are building the most powerful engagement platform in the market. You will be responsible for selling additional products and features.
• High Sales Activities: You will have the opportunity to work with thousands of customers, and with that come a responsibility to respond to and make a large volume of calls and emails.
• Resi Product Training and Assistance: You will be an expert in Resi’s products so you are able to help with training, deployment, and giver adoption. This knowledge will help us ensure our successes, which drives both retention and upsell.
• Support Partner: Partner with Technical Support Team to provide customers a timely and efficient response
• Other related duties as assigned.

Benefits

• 100% employer-paid premiums for Medical HDHP Plan, Dental, and Vision for employee
• 70% employer-paid premiums for Medical PPO Plan for employees, and Medical, Dental, and Vision for dependents
• 401K match
• Hybrid work model - 3 days in the office / 2 days remote each week
• 12 paid Company Holidays
• 2 paid Volunteer Time Off days
• 15 days PTO, to start, increases with tenure and seniority.
• Paid parental and adoption leave
• Compensation Range: $60k base + $10k variable = $70k OTE

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level