Customer Success Manager
About The Position
We are looking for a Customer Success Manager to work with our loyal customers. One of the significant ways we differentiate ourselves from our competitors is by providing an amazing customer experience. You are the expert of the solutions Quadient Accounts Payable by Beanworks offers. Your primary mission is to drive customer value by ensuring successful adoption of our solutions, leading to high retention and expansion opportunities. You will build strong relationships, proactively address customer needs, and identify upsell opportunities to maximize account growth. Your goal is to enhance customer satisfaction, drive product adoption, and secure long-term renewals.
Requirements
- Bachelor's degree ideally in technology, business administration or finance
- 1-2 years of customer success, account management and implementations experience
- Basic knowledge of accounting
- You have passion for working with customers
- You have strong organizational and planning skills
- You possess exceptional written and verbal communication skills and outstanding phone presence with the ability to remain calm under pressure.
- You apply your strong interpersonal skills and ability to establish rapport to both customers and colleagues while maintaining integrity and honesty
- Apply effective listening skills to understand needs beyond the question of the customer
- Critical thinking and ability to resolve complex situations are key to the success in this role
- You are not a developer but you are able to discuss and give your input on technical issues, the same way you are able to explain technical issues to non-technical people
Nice To Haves
- Experience working for a SaaS company or a start-up would be considered an asset
- You have used an accounting software, such as Sage Intacct, Netsuite, Quickbooks, etc.
- Knowledge of the software development cycle and basic computer troubleshooting
- Experience with support software (Freshdesk) and CRM (Salesforce)
- Have a CPA designation
Responsibilities
- Lead renewal discussions to secure long-term customer commitments.
- Build and maintain value-rich relationships with customers
- Ensure fast time-to-value for new customers and drive product adoption
- Work cross-functionally with support and engineers to resolve customer issues
- Manage expansion of products/services in customer base
- Drive internal continuous improvement project
- Identify upsell and expansion opportunities to drive account growth.
- Monitor customer health and usage metrics to identify risks and opportunities.
- Serve as a trusted advisor, providing strategic guidance to help customers achieve their goals.
Benefits
- Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
- Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
- Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
- Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
- Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
