Customer Success Manager

Ascent Cloud•Detroit, MI

14d

About The Position

"Customer Success" is the lifeblood of our business. We make software applications that are intended to make the lives of our sales and customer-facing teams easier and more productive. We are only successful if our customers are successful. We are looking for people that want to help our customers apply our technology to their business processes and do so in a collaborative, helpful, and enjoyable way. The Customer Success Manager (CSM) is a primary point of contact for our customers. They onboard our customers, check in throughout the year, work to increase user adoption, and aim for high levels of customer satisfaction in order to have them be a customer-for-life. This position requires excellent customer service skills and technical aptitude in troubleshooting software applications. We are looking to add a self-starter who loves helping teams solve challenges and is not afraid to go the extra mile to improve their skill set. An interest in enterprise software-as-a-service (SaaS) solutions (namely Salesforce), an obsession with providing the ultimate customer experience and the desire to be part of a fast-paced environment will make you an excellent addition to the Ascent Cloud family.

Requirements

2-4 years relevant work experience.
Salesforce experience is a MUST.
Customer Success or Account Management experience preferred.
Collaborative and positive team player.
Technical know-how and attention to detail are mandatory.
Excellent phone and teleconferencing (e.g. Zoom) presence.
Creative problem solver and robust critical thinking prowess.
Ability to develop relationships with our customers.
Strong sense of curiosity and willingness to learn new technical skills.
Exceptional verbal and written communication skills.
Excellent organizational and follow-through skills are mandatory.
Excitement and interest in the Force.com platform and the AppExchange.

Responsibilities

Onboard new customers (and sometimes prospects) by configuring their system and providing them with an understanding of how to administer the solutions they purchased.
Act as a primary point of contact for signed customers as their dedicated CSM.
Manage your customer portfolio year-round, providing guidance, working to improve adoption and managing the renewal process.
Act as a liaison between the customer and our sales organization as it pertains to licensing, working closely with that customer's Account Executive.
The right individual will define new responsibilities and grow within the organization.
Handle support requests from prospective and current customers.
Assist prospects and customers with installation and configuration.
Support other customer-facing teams (customer success, account management, sales) with technical backup as needed.
Facilitate support calls and screen-shares with clients.
Act as liaison between the development team and our customers.
Occasionally participate in trade shows (e.g. Dreamforce, local Salesforce events) as a company representative and attend on-site customer visits.