Job details
Job type full-time
Full job description
The customer success team is responsible for ensuring the success of valant?s customers and maximizing revenue within side the customer baseValant is seeking a manager of customer success to own driving, scaling, and inspiring a team of talented individuals focused on customer success and implementationYou will have a deep background in building customer success programs that deliver resultsThis role requires strategic skills, strong relationship-building skills, creativity, exceptional communication skills and a customer first attitude.
Attributes:
Reduce customer loss, increase renewal rates, upsell, cross sell and expansion of product and services with the existing customer base
Design and implement a customer satisfaction process through delivery of a customer journey that delivers value outcomes for valant customers and assure early adoption of the product
Provide guidance, training, and education for all activities related to the customer success teams, including strategy and tactics for proactive csm engagement with customers to ensure retention, drive customer optimization and adoption while providing a positive customer experience
Tracking and reporting on key customer success metrics including satisfaction metrics, both informal and formal, both proactive and reactive; renewal rates; after action review growth/decline; customer retention rate; upsell rate; cross sell rate; and customer behavior patterns
Serve as escalation point for customer issues to ensure they are resolved quickly and drive toward anticipating issues and resolving them in advance
Design, manage and present quantitative and qualitative analysis to drive operational excellence in the areas of customer engagement
Monitor and report on team activities, including providing data to the executive leadership team for managing growth and hiring plans
Recruit and train new team members
Establish organizational goals and objectives, and monitor performance to planAdjusts resources, organization structure, and personnel to achieve attainment of overall goals.
Assess the current structure, offerings, tools, policies and procedures regarding effectiveness, responsiveness and strategic importance in achieve desired business outcomes
Conceive strategies, offerings, policies and processes that improve delivery of customer success, customer satisfaction, profitability, employee satisfaction, and which support customer retention and renewal
Create and distribute metric reports that summarize department activity, productivity, and efficiency
Monitor, document, and share customer trends that potentially warrant further analysis and action by the company with management, sales, marketing and support.
Must haves:
Be obsessed with customer satisfaction, including the ability to identify business needs and opportunities for upsell, expansion and service improvement
Passionate about reaching out to and engaging with customers to ensure satisfaction of valant product experience
Agile thinker
Strong empathy for customers and passion for revenue and growth
Ability to manage a customer success and implementation teams toward achieving business goals
Ability to develop clear understandings of customers’ needs and the ability to incorporate them into a solution
Highly self-motivated and self-directed
Ability to effectively prioritize and execute tasks
An experienced manager able to motivate their team to achieve the strategic objectives and goals of the customer success organization
Build and foster strong relationships with peers, cross functionally and with partners outside of team
Fast learner and able work ethically, effectively, and professionally under pressure
Creates a learning environment, open to suggestions and experimentation for improvement.
Ability to challenge the status quo, conceive, get buy-in, and implement innovative ideas that can benefit the company and customers
Embraces the ideas of others and nurture innovation and operation excellence
Strong interpersonal and oral and written communications skills with ability to effectively interact with customers at all levels of customers’ and internal organization
Continually strive to improve inter-personal, management, functional, and technical skills set.
Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations
What we offer:
Competitive compensation package, including 100% employer-paid medical, dental, vision premiums and hsa contributions
Generous paid time off policy
Bonus plans
401k
Company-paid orca pass (for seattle-based employees)
Currently 100% remotePosition can be 100% remote long-term, but employee must reside in ca, fl, ga, nj, or, or wa.
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