EverPro - Customer Success Manager (Remote, US)

EverCommerce

1d • $65,000 - $75,000 • Remote

About The Position

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 725,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Wellness industries. We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. We are seeking a talented Customer Success Manager for Service Fusion, to own our renewal and engagement customer account lifecycle. The ideal candidate will have 4+ years of experience within an organization that delivers B2B SaaS products. This person should be passionate about enabling our customers success & health, in addition to driving customer loyalty and advocacy through the adoption of our software and services.

Requirements

• 4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers.
• Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
• Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.
• Able to identify risks and opportunities and understands what actions to take in these scenarios.
• Successfully identifies and catalogs champions within customer accounts.
• Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
• Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat
• Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
• Track record in driving customer engagement and loyalty.
• Innovative thinking and bias for action balanced with a strong customer and quality focus.
• Persuasive communicator with both clients and internal company teams and staff.
• Intellectually robust and agile, with the ability to make quick decisions as needed.
• Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
• Exceptional communication, presentation, and relationship management skills – deep cross- functional collaboration is required.
• Must be eligible to work without sponsorship.
• May require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Nice To Haves

• Zendesk/Jira customer support methods
• Salesforce
• Planhat

Responsibilities

• Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage.
• Develop strong product knowledge to implement advanced and varied types of use cases.
• Manage accounts using applicable analytic tools and prioritization methods.
• Collaborate with internal teams to act as the voice of the customer and champion their needs.
• Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers.
• Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received.
• Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
• Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
• Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.
• Empowers customers to own their own solutions.
• Understands partnership software functionality and able to speak to benefits of adoption.
• Contributes to enablement resources that empower the entire Customer Success team to scale.

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