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Customer Success Manager

| Austin
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Customer Success Manager

Everyware is making payments smarter, faster and easier for all our clients, by utilizing text messaging. We provide text payment solutions for the hospitality industry as well as many other businesses. Our two-way text messaging platform makes purchases more convenient for customers, improves customer service and reduces refunds to mitigate risk for businesses.

The Customer Success Manager will be responsible for driving adoption of the Everyware platform to new and existing customers. This role is the primary point of contact for all duties related to customer account success. The main responsibilities will include training, on-boarding, implementation, customer retention, problem solving and ensuring customer longevity. This role will report directly to the VP of Customer Success and will collaborate with other account managers who all share the same passion and commitment for delivering an exceptional customer experience.

What we are looking for

The ideal candidate is a self-starter, enthusiastic about joining a fast growing tech company. If you have a passion for technology, problem solving, providing the highest level of customer satisfaction, collaborating with fun and passionate co-workers and have ability to multi-task while maintaining a positive can do attitude, come join our team and accelerate your career. Unlimited growth potential for the right individual.

Responsibilities and Duties

  • Deliver a positive customer service experience
  • Drive customer engagement and retention
  • Ability to adapt quickly to new technology
  • Manage customer lifecycle from the initial call to proper onboarding and implementation
  • Provide product demonstrations and support current users
  • Manage confidential customer documents, perform periodic audits
  • Build and maintain strong, long-lasting customer relationships
  • Ensure timely and successful delivery of our communication engagement platform according to customer needs and objectives
  • Communicate status of weekly initiatives to internal team
  • Ensure deliverables are met and that all customers adhere to company quality standards
  • Forecast and track key account metrics to ensure overall success
  • Work closely with sales team to find additional ways to capture growth opportunities
  • Collaborate closely with cross-functional teams including sales, marketing, IT, and finance

Qualifications and Skills

  • Bachelor’s Degree is preferred with 1- 3 years experience managing customers at a SaaS organization
  • Demonstrate ability to communicate, present and influence credibility at all levels of the organization, including executive and C-level
  • Solid experience with CRM software and MS Office (particularly MS Excel)
  • Track record of delivering solutions based on each individual customers needs
  • Proven ability to manage multiple projects at a time while paying strict attention to detail
  • Ability to work independently, under pressure and to meet constant deadlines
  • Excellent listening, negotiation and web presentation skills
  • Outstanding verbal and written communications skills
  • Self-motivated and self-directed; Fast learner
  • Passion for customer success & excellence

 

 

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