Customer Success Manager
Company: Shiftboard
Location: Seattle
Posted on: October 4, 2024
Job Description:
We are looking for a dynamic, high-volume Customer Success
Manager to join our outstanding customer success team! In this
role, you will manage an extensive portfolio of accounts, focusing
on customer retention, satisfaction, and engagement. You aim to
ensure customers maximize the value of their Shiftboard's workforce
management solutions through proactive support, guidance, and the
efficient use of internal resources.Customer Success Managers
collaborate with Account Management (part of Sales), Marketing,
Product Management, Implementation, and Customer Support to deliver
value-added solutions, tools, and advice to delight users, retain
and increase customer adoption, promote brand loyalty, and increase
revenues.Your duties will include proactively checking in with
existing clients at scheduled intervals, answering technical and
non-technical customer inquiries, providing coaching on user
adoption, consulting on best practices, providing advice on
corporate change management, providing additional training,
communicating system improvements, and managing customer feedback.
You will collect and respond to user feedback, and coach Shiftboard
advocates at your customers. You will also ensure all internal
stakeholders are current on your customers' key activities and
product feature needs. You will contribute to documentation, help
expand our social media presence, and may write articles for our
blog.Who we're looking forYou want to maximize the value of
Shiftboard solutions to our customers. You understand that SaaS
businesses sell a solution, not just a product, and that the
solutions we provide are for the customers who use them. You are
passionate about delighting users and are eager to coach and guide
them on how they can best leverage our solutions. You look for ways
to maximize value and optimize our service offerings throughout the
customer lifecycle, from sale to post-launch.You are social and
analytical, possess an aptitude for learning and using new
software, and can communicate clearly and effectively. You have the
ability and interpersonal skills to build relationships and trust
with new customers and see yourself as an advocate for customers
within Shiftboard. You are ready and willing to navigate the
Shiftboard organization on a customer's behalf to ensure we gather
the correct requirements, configure appropriate solutions for their
needs, deliver the complete solution into users' hands, and leave
them confident and successful in using the software. You know
there's no perfect solution, but you feel pretty good when you've
come close!What you'll do
- Manage a large portfolio of accounts, ensuring high customer
satisfaction and retention by promoting product value, cultivating
brand ambassadors, and addressing customer needs proactively
- Collaborate with Account Managers, Implementation, Product
Management, Customer Support teams, and other colleagues to
maximize the value of Shiftboard solutions to our customers, drive
user adoption, and address any customer concerns that could impact
annual renewal
- Establish clear retention goals with related process milestones
for both you and your customers
- Utilize data-driven insights to proactively engage with
customers, promoting product value and identifying upsell and
cross-sell opportunities for Account Managers to drive additional
revenue
- Review system usage and alert/activate Shiftboard teams to
address concerns that may indicate renewal issues or churn
threats
- Uncover, analyze, and comprehend a variety of business
requirements, including consideration of customer priorities
- Implement templates, processes, and routines of engagement
strategies to manage high volumes of accounts efficiently
- Advise customers on solution features, configuration and
integration options, and system processes and procedures
- Identify, prioritize, and resolve client issues/concerns;
coordinate with appropriate internal departments to provide
responses and/or solutions that improve all aspects of the customer
experience with Shiftboard
- Develop and maintain strong cross-functional relationships with
colleagues in Sales, Product Management, Customer Success, and
Customer Experience
- Provide internal feedback and suggestions to improve customer's
overall product, implementation, and training experience
- Understand and promote the features and benefits of
Shiftboard's solutions
- Support the vision and values of the company
- Participate in various company initiatives and projects as
requestedSkills you'll need
- Bachelor's degree in business, communications, or
technology
- 4+ years of experience in customer service or customer success
position that includes promoting solution value through user
experience
- Ability to manage a large volume of customers effectively
- Ability to prioritize and pivot priorities based on customer
needs
- Strong ability to communicate and foster positive business
relationships, understand customer goals, and explain how software
solutions can meet those goals
- Leverage a process improvement mindset to identify
inefficiencies, redundancies, and opportunities for enhancement and
implement scalable solutions that drive operational efficiency and
customer satisfaction
- Technical skills explaining and fostering the use of software
solutions with the ability to troubleshoot as needed
- Excellent communication and presentation skills, including
experience in user and process documentation
- Must be personable and enjoy working with people in an entirely
customer-facing role
- Ability to establish goals, engage, and effectively manage
cross-functional teams to deliver customer value
- Organized, detail-oriented, and able to support many client
stakeholders at once
- Ability to deal with ambiguityandstructure the
unstructured
- Accountability and personal organization and self-driven to
meet performance objectives
- Demonstrated ability to work both collaboratively as part of a
team and independently with minimal supervision
- Strong problem-resolution skills and proven ability to engage
and interact with internal teams to resolve client issues
- Can work logically to diagnose and resolve
basic-to-intermediate issues and recognize circumstances that
require escalation
- Experience in the Workforce Management or Human Capital
Management domains and/or the Energy and/or Manufacturing industry
verticals preferred
- Experience with Salesforce (or other CRM or CSP)
- Ability to travel (job requires up to 15% travel)
- Comfortable working in a remote environment with
video-conferencing toolsWhat you'll get
- Competitive compensation
- ESPO (employee stock option program)
- Medical/dental/vision/LTD coverage
- 401(k)
- Parental leave and support
- Flexible hours and unlimited time off
- 12 paid holidays per year
- Flexible/hybrid work environment (fully remote may be
considered for the right candidate, but must be a resident of
Arizona, Idaho, Michigan, North Carolina, Oregon, Pennsylvania,
Tennessee, Texas, Virginia, or Washington)
- $1,200 per year for home office expenses
- Employee wellness program
- Charitable donation match
- Career advancement opportunitiesThe U.S. total annual
compensation range for this full-time position is between $75,000
and $100,000 per year. This range represents a combination of
annual base pay and bonus opportunities.Actual offers may be higher
or lower than this range based on various factors, including, but
not limited to, the candidate's job-related skills, experience, and
education. A salary higher or lower than this range may be
appropriate for a candidate whose qualifications differ
meaningfully from those listed in the job description.Who we
areShiftboard is proud to provide workforce scheduling solutions
for mission-critical operations that make the world go round.
Leading manufacturing, energy, healthcare, and public services
companies rely on our award-winning technology to keep their
operations running smoothly, business goals on track, and employees
happy.Backed by innovative technology and an award-winning team,
Shiftboard has supported over 500 million scheduled shifts for
thousands of customers, including Fortune 500 companies, providing
the employment pipeline for more than $45 billion in wages
earned.In our constant pursuit to better serve our customers, all
team members bring creativity, pragmatism, and intellectual rigor
to their responsibilities. We have high expectations of each other
and work as a team to continually improve our industry-leading
platform. Our growth mindset, coupled with execution, has allowed
Shiftboard to create revolutionary workplace solutions.Shiftboard
seeks to make every employee feel appreciated and welcomed. We are
an Equal Opportunity Employer and prohibit discrimination and
harassment of any kind. We are committed to the principle of equal
opportunity for all employees and to providing a work environment
that makes everyone feel an integral part of the team.In addition
to a competitive salary and benefits package, we offer an employee
stock option program, an employee perks and wellness program, and
an open communication policy. If you appreciate being challenged to
do your best work, making a difference every day through innovation
and commitment to customers, please take the time to send us your
resume
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Keywords: Shiftboard, Lakewood , Customer Success Manager, Executive , Seattle, Washington
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