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National Customer Success Manager

| Austin

In this key role reporting to our Manager of the Customer Success National Team, your objectives are to maximize customer retention and success while driving operational excellence to ensure that your portfolio of customers are realizing the full value of their investment throughout the customer life cycle. This role requires working alongside Sales, Product, Professional Services and Senior Management to constantly represent the voice of the customer and to drive the highest possible return on investment. Key focus areas will include revenue retention, revenue expansion through renewals and lead generation and execution of business reviews with C-level presence.

As a SaaS company, HotSchedules is looking for a candidate that is able to connect with and understand our customer’s needs and create effective growth and retention strategies that can scale across an enterprise portfolio of accounts. You will be responsible to ensure customers are getting the most value out of the product(s) with widespread adoption. In addition, you will develop strong customer relationships with C-level contacts, serve as a customer advocate, identify upsell opportunities that align with the customer needs, facilitate problem resolution between customer and company technical support, and be knowledgeable about the product and able to assist in training.

In this role you will have responsibility for owning a portfolio of enterprise accounts, retaining and growing the revenue from these accounts via contract renewals and lead generation. The essential qualities for success in this role include entrepreneurial disposition, self-starter, tenacious, organized, focused, responsible and accountable.
 

Responsibilities​ ​as​ ​a​ National ​Customer​ ​Success​ ​Manager:

  • Responsible for overall revenue retention within your portfolio of accounts
  • Attain/Exceed revenue goals through contract renewals and identifying/qualifying upsell/cross sell opportunities within your portfolio
  • Establish and maintain executive level relationships within your portfolio
  • Develop and execute account objectives including negotiation of contract pricing and terms & conditions that align with HotSchedules standards
  • Manage all aspects of the customer success process typically beginning prior to contract signature for enterprise accounts. This will require a level of project management experience to ensure successful rollouts of the full suite of HotSchedules’ products.
  • Be a Customer advocate. Communicate customer feedback and product requirements back to key stakeholders
  • Conduct Frequent Business Reviews, often to a C-level audience.
  • Support marketing efforts including soliciting customer testimonials and securing customer participation in company events
  • Handle support escalations as needed

Desired​ ​Skills​ ​and​ ​Experience:

  • Ability to effectively implement account management and customer success strategies
  • Proven track record of consistently exceeding subscription revenue targets and renewal negotiation experience
  • Experience working with C level executives
  • Strong presentation, communication, prioritization and negotiation skills
  • Excellent interpersonal and leadership skills
  • Proven team player
  • Strongly prefer experience in sales, operations and/or support for either the Entertainment, Restaurant or Retail Technology Space

Qualifications:

  • Bachelor's s degree strongly preferred
  • 5+ years’ experience working in sales, support and account management for a SaaS Company
  • 3+ recent years of experience as a hands-on Customer Success Manager for a SaaS company
  • Strong analytical skills, critical thinking and problem solving skills
  • Energetic, creative, organized, and self-motivated
  • Proven ability to effectively communicate with senior leaders internally and with customer
  • Position may require travel and face time with customers
  • Travel required: 10% average

 

 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDatabases
    • S3Databases

Location

Our office overlooks the 360/Pennybacker Bridge in scenic Northwest Austin. From our rooftop deck you can see Lake Austin and beautiful downtown.
Employees say you'll join HotSchedules for the tech and stay for the people
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An Insider's view of HotSchedules

What are some social events your company does?

We have Culture Day, where everyone cooks something to eat and drink from different cultures, we also build out a booth and dress like that culture. Then we give everyone a passport that has to be stamped at all the different cultures. It's so fun and our teams really get into it, even making up cultures like The Shire and StarWars.

DeeDee

Sr. Technical Recruiter

What does your typical day look like?

Write some code for a new feature, bug fix, or dev/test tool. Attend a daily stand-up meeting. Sometimes attend a meeting or two. Review code pull requests. Answer questions and help somebody else out with a problem. Oh, and I open a lot of doors on the way to my desk in the morning!

Brandon

Software Engineer

What makes someone successful on your team?

To be successful at HotSchedules, you have to have an open mind, be self-driven, and willing to go the extra mile. Humility I think is what measures my success. Being able to own your mistakes, figuring out what you can do to improve yourself, and do it.

Jadyn

Project Manager

What kinds of technical challenges do you and your team face?

Every customer is unique and requires their own set of solutions to a wide range of challenges. No two days are alike. I love hearing about these challenges directly from our customers and diving deep to help them find the best path forward.

Vince

Solutions Architect

What are HotSchedules Perks + Benefits

Culture
Volunteer in local community
We give everyone 4 community service days per year to go and give back to the charity of their choice. We also have one day that we close the entire company down and give back together as a company.
Friends outside of work
Eat lunch together
Intracompany committees
We have a team that is responsible for our office culture. It's called the Torch Team. They plan all of our fun events throughout the year.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $3500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
3 different health insurance plans from United Healthcare. The HDHP premium is covered by the company for you and very small cost for dependents.
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
We match .50 on the 1.00 up to 6%, so if you put in 6%, we'll match 3%.
Performance Bonus
We have an annual cash bonus that is based on both company and individual performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
HotSchedules offers 2 weeks of maternity and paternity leave.
Flexible Work Schedule
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We give everyone 4 community service days per year to go and give back to their favorite charity.
Paid Holidays
Paid Sick Days
Employees receive 40 hours per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Acme Co. hosts company outings Quarterly.
Game Room
Pool table, foosball table, ping pong table, Xbox and PlayStation.
Stocked Kitchen
Some Meals Provided
We cater in lunch every other Friday.
Happy Hours
Parking
We have free covered parking for everyone.
Fitness Subsidies
We actually have a free gym onsite.
Professional Development Benefits
Diversity Program
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Beautiful 2222/360 location with rooftop deck and outdoor patio.

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