Description
Position at SBM Management
The
Customer Success
Specialist
will
be responsible for
developingclientrelationships that promote retention and loyalty. The individual will work closely withour clientsto ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
Requirements:
Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
Understand customer outcomes by communicating with customers, analyze customer use metrics, and gather other feedback as necessary
Enable successful roll-out of product features to customers, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in-person
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Identify
opportunities for customers to act as product advocates (e.g., testimonials, case studies)
Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
Marshall necessary resources across the org as needed to support customers' needs
Represent the voice of the customer to
provide
input into the core product, marketing, and sales process
Collaborate closely with team members.
Support renewals and expansion opportunities
Collaborate with the Product Team to
identify
opportunities for platform enhancement per customers' needs
Gauge customers' levels of engagement with the company and
provide
feedback to the other teams
regarding
product and service improvements
Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
Develop
expertise
in all products and solutions that Network for Good
provides
and be able to train and clearly explain the benefits and functionality of each solution
Build and train a team of skilled Customer Success Specialists (train the trainers)
Qualifications:
5+ years in a Customer Success, Relationship Management, Account Management, or similar role for a software product
May
be required
to have a valid driver's license.
Exceptional communication skills, highly organized, collaborative and detail oriented
Experience building and
maintaining
relationships, while working to mitigate churn and drive engagement and renewals
Empathetic, positive attitude with a desire to help our customers reach their goals
Compensation: $70,000 - $80,000 per year
Shift: Regular full-time
SBM Management Services, LP and its affiliates are proud to be equal opportunity workplaces. We are committed to equal employment opportunity regardless of race, sex, color, ancestry, religion, national origin, sexual orientation, citizenship, age, marital status, disability, gender identity, Veteran status, or other legally protected status.
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