Our success is in the success of our customers. Only you can make that happen.
A Senior Customer Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Responsibilities
Partnering with Sales team and execute effective product demonstrations, emphasizing product features and advantages with focus on the value of the solution
Provide robust account management to existing clients, offering support and keeping them abreast of new products and services that could be of value to their business
Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices
Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
Coach customers to be product experts and train their teams on best practices so they become increasingly self-sufficient
Be responsible for billing, upselling and renewals, and increase the revenue per customer
Help drive customer references and case studies and produce reports and presentations to explain insights and results to marketing professionals
Provide quantitative/qualitative analysis to the product team on how FA can better serve our customers.
Who we're looking for
At least 5+ years relevant work experience in a customer-facing role (customer success or account management).
Previous experience collaborating with different internal functions within a rapid-growing SaaS company; operating at the intersection of product, sales, and delivery
Experience in CRM/ERP (e.g. Salesforce, Pipedrive) or B2B Enterprise level software
Familiarity with Supply Chain data and workflow experience preferred
Basic Knowledge of web technologies like HTML, SQL, API, JSON, iOS and Android platforms
Proficient in Micros