EverPro - Customer Success Manager (Remote, US)

EverCommerce

3d • $70,000 - $78,000 • Remote

About The Position

EverCommerce is seeking a Customer Success Manager to focus on their Security and Alarm customers for Bold Group. The primary role is to be the main point of contact for key customers, resolving issues and questions, escalating complex problems for quick resolution, and efficiently onboarding new customers. The Customer Success Manager is responsible for building and maintaining customer relationships, requiring exceptional communication skills and a natural ability to deliver superior customer experiences. Previous experience managing a diverse customer portfolio in a SaaS business is highly advantageous.

Requirements

• 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role
• Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider
• Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs
• Advanced project management experience & skills
• Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to customers
• Ability to manage executive relationships and discussions
• Strong knowledge of Customer Success best practices, with experience defining processes to promote adoption
• Understand customer health scoring and predictive risk management to prevent and resolve risk
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Customer-centric approach with a focus on building relationships
• Ability to flex and adapt to changing customer needs and priorities
• Ability to travel, as needed, for client visits, conferences, networking events, or other work-related events
• Must be eligible to work without sponsorship

Nice To Haves

• Previous experience managing a diverse customer portfolio in a SaaS business would be highly advantageous.

Responsibilities

• Responsible for a portfolio of key customers
• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
• Driving incremental revenue from up-selling additional solutions
• Work with our customers to ensure they maximize their potential using our software
• As part of the onboarding team, ensure the customers have a seamless experience
• Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
• Internal stakeholder management, to ensure complete business support
• Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
• Measure, monitor, and report internally and externally to Customer Stakeholders
• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development
• Day 1 access to a robust health and wellness benefits package, including an annual wellness stipend.
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed