Customer Success Manager

🕒 Julho 23

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The Access Group

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

💼 Consultoria

🏥 Saúde

🏨 Hospitalidade

Consulting • Healthcare • Hospitality

O Access Group é um provedor de software e serviços de gestão empresarial em nuvem, focado em setores industriais. A empresa oferece soluções SaaS modulares — incluindo finanças e contabilidade, RH e folha de pagamento, aprendizagem e conformidade, CRM, ERP, pagamentos e TI gerenciada — adaptadas a setores como instituições de caridade, educação, construção, saúde, hospitalidade, recrutamento, armazenagem e atacado. A companhia atende outras organizações com ferramentas integradas de nível empresarial, suportadas por serviços profissionais, sucesso do cliente e operações globais para ajudar seus clientes a otimizar operações e atender às necessidades regulatórias e específicas de cada setor.

Descrição

• Build strong, trusted relationships with customers while serving as their primary point of contact throughout their Paytronix lifecycle. • Partner with customers to define and measure success outcomes through strategic business reviews (QBRs), providing advice, thought leadership, feature recommendations and best practices that maximize the value of their investment, including Professional Services offerings such as Flexpoints. • Conduct onboarding and kickoff sessions that establish strong customer relationships, define engagement expectations and ensure customers understand the goals and benefits of their Customer Success Plan. • Research account history, onboarding progress, customer data and project details in Salesforce to prepare for customer engagements and coordinate kickoff meetings with the appropriate stakeholders. • Organize and lead ongoing customer engagements to review outcomes, refresh customer objectives, answer questions, and monitor product adoption and engagement while maintaining alignment with evolving customer priorities. • Proactively identify customer risks, coordinate internal action plans, facilitate engagement with subject matter experts as needed, and partner with cross-functional teams to strengthen customer relationships and support long-term retention. • Collaborate closely with Account Managers, Technical Success Managers, Technical Support Engineers, Product and other internal teams to deliver an exceptional customer experience while ensuring the voice of the customer is represented internally.

🎯 Requisitos

• 5+ years of Customer Success, Account Management or other post-sales customer relationship management experience supporting SaaS products. • Proven ability to build credibility and influence with executive stakeholders, including C-level customer contacts. • Strong communication, presentation and interpersonal skills, including experience leading strategic customer business reviews. • Strong listening skills with the ability to ask thoughtful questions, understand customer priorities and anticipate customer needs. • Ability to quickly build rapport, foster trusted relationships and identify opportunities to simplify processes and improve the customer experience. • Empathy, curiosity and a genuine desire to help customers succeed. • Comfort with ambiguity and a creative, solutions-oriented approach to problem solving. • Experience advocating for customers' needs across an organization and driving solutions through cross-functional collaboration.

🏖️ Benefícios

• 22 days paid time off • 11 company paid holidays • Medical, dental & vision insurance • 5% 401(k) company match • A range of other benefits to choose from