Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Client Success Manager supporting clients using Jonas Software’s InReach continuing education platform. Managing implementations, relationships, issue resolution, and revenue growth remotely in the USA or Canada.
Responsibilities
- Offer support for high touch accounts servicing legal, medical, and other industries and organizations
- Manage tasks tied to the pre-, post-, and sustaining implementation of the InReach platform
- Ensure the success of Clients’ continuing education programs
- Maintain positive and meaningful Client relationships by demonstrating integrity and building trust
- Identify ideas for improvements related to increased efficiencies, improved processes, and overall team success
- Document and track all Client interactions in an organized way
- Provide proactive service, solutions, and root cause analysis
- Manage Special Projects as necessary
- Identify and communicate threats, obligations, and opportunities to the Manager and Team
- Collaborate with product management and engineering teams to enhance and fix bugs in the InReach platform
- Drive revenue growth through organic growth and Back to Base sales
- Perform other duties as assigned by the Manager
Requirements
- High school or equivalent
- Client Success Management experience: 3 years or more
- Data entry: 1 year (preferred)
- Sales experience: 1 year (preferred)
- Experience mentoring client service representatives or peers
- Personal and professional commitment management experience including break and lunch schedule administration
- Experience in a priority setting, being able to effectively prioritize tasks and handle multiple tasks simultaneously
- Excellent organizing abilities, effective and clear written and verbal communication along with highly developed listening skills to clients and colleagues
- Strong client focus orientation and critical thinking skills to resolve complex client concerns/issues on their own, solution-oriented mindset
- Proven ability to maintain patience, composure, and have compassion to de-escalate difficult situations to resolve conflicts by both email and over the phone
- Demonstrated interpersonal savvy, relates well to all kinds of people, able work effectively with client admins and all teams in the company
- Understanding of the importance of informing clients and colleagues of time sensitive information
- Demonstrated ability to apply critical thinking skills to identify and provide ideas for improvements that are related to increased efficiencies, improved process, and the overall success of the Team
- Ability to understand the clients' business objectives and to identify opportunities to expand value through thoughtful recommendations
- Desire to learn and grow, and collaborate with other members of the Team
- Exemplary attendance record
- Must demonstrate strong integrity and trust
- Possesses a drive for exceeding revenue targets and goals
- Intermediate to advanced Microsoft Office skills
- Familiarity with HTML and CSS preferred, but not required
Benefits
- Remote/work from home setup
- Health benefits
- 401K / Stock opportunities
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