Job Description

Job Description – Customer Success Manager

Role:

As Customer Success Manager at CrushBank, you are the quarterback for customer retention and growth. Customer Success Managers work directly with customers to understand their business goals, ensuring alignment between CrushBank services and customers to achieve those goals.  Most importantly Customer Success Managers at CrushBank own and nurture long-term customer relationship ensuring retention and renewals. Our Customer Success group works closely with Sales, Solutions and Software Development to ensure a smooth handoff from Sales to the Onboarding team through steady state operations. This position reports to the VP of Customer Success.

CrushBank Technology is an equal opportunity employer, and we value diversity in our company. 

We  do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Responsibilities:

• Retain and grow clients post sales.
• Elicit prospects and customers’ business, functional and technical requirements.
• Show the value of our market-leading search, data management and analytics systems.
• Understand and address prospect / customer questions and objections.
• Manage a growing list of current accounts and expand the product adoption and footprint within each customer.
• Manage customer requests and action items to completion
• Customer Advocacy - help align internal processes to customer needs.
• Be an authority on competitive offerings, using that knowledge consultatively with customers.
• Travel on a limited basis as required.

Daily tasks include but are not limited to:

1. Work with onboarding  team to ensure the customer completes the required onboarding steps, train customers and their teams and ensure they have the support needed for successful use of the platform.
2. Customer document management and improvement (synonym expansion, training).
3. Weekly meetings with customers to ensure that the first 60 days of CrushBank post initial onboarding.
4. Reporting- assisting with adoption by reviewing activity reports and performance impact to heavy and light users. arming customer managers with the data to reinforce the use of CrushBank
5. Consistent user interaction - assist directly with use of CrushBank and identify constructive user feedback for product enhancement and adjustments.
6. Reviewing new features and uses of CrushBank across the customer organization. Oversee additional use cases (work with on boarding)
7. Ensuring all integrations are being leveraged (including adding from the web). Build a culture within each customer where Data inside CrushBank is as  important and critical to their operation as any other system. 
8. Analytics- training on the use of Insight and Power BI with our customers.

Qualities:

• Intelligent: You are a clever, resilient, and resourceful problem solver.
• Collaborative: You work well in teams with staff, customers, and partners.
• Curious: You ask great questions and seek to understand why.
• Convincing: You are a concise and persuasive communicator.
• Accomplished: You can share a track record of past success in customer support and or sales.
• Humble: You listen actively and empathically while respecting others’ ideas.
• Reliable: You deliver results despite obstacles.
• Passionate: You learn and improve every day.

Skills:

• Strong verbal, written and visual communication (incl. whiteboard, PowerPoint)
• Excellent organizational skills across multiple tools (CRM, Outlook, CS management)
• Ability to connect teams, both internal and external, to resolve customer issues

Preferred Experience:

• 3-5 years of experience in technology, preferably in Managed Services, SAAS, B2B software or related services, working in Customer Success or similar customer facing role.
• Skilled at navigating complex and challenging organizational environments in a professional manner.
• Proven multitasking, negotiation, and problem-solving skills. Ability to work both independently and collaboratively.
• BA/BS degree in a related discipline or equivalent experience.

Any of these are bonus attributes, but not required:

• Selling into a variety of verticals and horizontals.
• Experience with ITSM (Information Technology Service Management), ITIL operating models
• Experience with ConnectWise, ServiceNow, ITSM platforms and/or engaging with MSPs (managed service providers).

Location:

This is a full-time remote position working from a self-sustained home office.

Application Process:

If this sounds like you, then CrushBank Technology might be your next home. As the company that leads its market space in power and innovation, we guarantee excitement, challenge, and an unlimited opportunity to contribute. Interested candidates should submit their resume and cover letter via our website with full confidence of complete confidentiality.

Candidates are expected to align with company's core values .

To attract and retain the best talent, CrushBank offers a competitive suite of benefits including medical and dental insurance, 401(k) plan, disability insurances, and an employee bonus program. CrushBank Technology, Inc. is headquartered in Syosset, NY.

Come join the white-hot space of AI in tech support!

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