Customer Success Manager

April 8

Appspace

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Discover the easiest way to reach your workforce - at work, at home, or on the go.

IPTV • video walls • kiosks • room booking • dashboards

201 - 500

💰 Private Equity Round on 2019-12

Description

• Own the customer experience: adoption and value of Appspace, customer satisfaction and retention • Conduct frequent check-in meetings with assigned customers as prescribed to ensure smooth operation of our software and identify challenges, if applicable • Drive subscription renewal and/or expansion process following prescribed process and utilizing appropriate tools and resources as needed • Collaborate with fellow team members in sales and marketing as needed for larger expansion opportunities and leveraging select customers as sales reference and/or case studies. • Promote customer awareness of new releases and features, provide insight through other use cases, and offer insightful reporting and analytics to continuously ensure maximum adoption and delight with Appspace platform • Serve as the customer advocate, facilitating open discussions at all times • Help resolve customer questions and/or find the answer working with internal teams strive to continuously learn and improve knowledge base • Escalate support tickets as needed to ensure timely resolution of technical problems and until resolved, provide timely updates/communication back to the customer • Deliver or arrange training sessions as needed for technical and non-technical users • Communicate effectively and contribute to the broader CSM team best practices • Product setup or configuration assistance

Requirements

• Ideal candidates will have at least 3-5 years of professional work experience (preferred experience in the software (SaaS) industry.) in a business development, account management or sales capacity with a particular emphasis on customer support, satisfaction, retention and sales. • Excellent communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously • Self-motivated, proactive with innovative ideas to inspire customer loyalty and adoption • A collaborator who can quickly identify the correct internal resource and work closely with them to ensure customer’s needs are addressed quickly and completely. • Familiarity with Salesforce • Technically inclined and able to quickly pick up and train customers on software changes • Degree in Business, Computer Science/Information Technology or related discipline is preferred

Benefits

• Generous PTO • Personal/Carer’s leave • Flexible work schedules • Remote work opportunities • Paid company holidays • 1/2 Day Fridays • Appspace Quiet Fridays (No non-essential internal meetings scheduled) • A casual dress work environment