Job Description

The Role

Your mission is to deliver high quality customer service to our mid-market accounts. In this role, you will work with our customers to build strong partnerships, drive adoption of our products/solutions, and ultimately ensure they realize value from their Record360 subscription. In addition to this, you can expect to work closely with a cross-functional Record360 ecosystem including Account Executives, Marketing, Support and Product specialists to develop new value propositions, build awareness and reveal new growth opportunities. The Junior Customer Success Manager serves as the trusted point of contact across the customer lifecycle; on-boarding, adoption, advocacy and renewal.

This role reports directly to the Director of Customer Success.

Responsibilities

Develop and maintain long-term relationships with stakeholders within assigned accounts
Educate and train users on using the Record360 platform, this could include sharing best practices on how to use their subscription in their day to day workflows, customizing email preferences, and providing updates on new functionalities
Conduct on-going account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicate new feature releases (Product Roadmaps & QBRs)
Closely manage and nurture accounts to identify and eliminate risk attribution
Analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed
Take on responsibility of ad hoc projects or roles
Engage directly with clients on technical requests and identifying common client challenges and suggesting solutions
Work cross-functionally with sales, marketing, engineering, and product teams
Work closely & harmoniously with fellow CSM to develop new CX processes, troubleshoot customer needs, identify upsell opportunities and mitigate churn/contraction

Qualifications

1-2 years of B2B SaaS customer support, customer success, account management or consulting experience working with accounts of various sizes
1+ years experience with ChurnZero
Superb written and verbal communication skills
Strong customer-facing and presentation skills with the ability to establish credibility with customers
Positive attitude, empathy, and high energy (High EQ. You're an empathetic, self-aware leader of people)
Ability to take initiative
Adaptable. You’re constantly learning and can flex between rolling up your sleeves or delegating responsibilities and empowering your team
Competence with G Suite applications (e.g., Gmail, Google Drive, etc.) required
CRM experience with Salesforce.com preferred
API/Integration competence preferred
Technical Writing experience preferred

Compensation