Customer Success Manager

April 26

Axuall

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The Future of Real-Time Workforce Intelligence

11 - 50

💰 $10.4M Series A on 2021-06

Description

• The Customer Success Manager owns client engagements and is responsible for growth and retention while working to maximize solution adoption and utilization, alleviate pain points, and meet digital transformation milestones. The CSM role also has an additional incentive compensation plan that rewards client growth and advocacy. • Candidates must be able to demonstrate a strong track record of performance within the past five years in the following duties and responsibilities: - Maintain ownership and accountability for large, complex, high revenue clients - Drive growth and retention through clearly documented digital transformation milestones - Secure new revenue expansion opportunities by upselling and aligning Axuall to organizational strategic priorities - Create demand by uncovering business problems and new stakeholders and matching them to our additional product offerings. - Demonstrated capacity to quickly learn relevant workforce intelligence and analytics information - Work cross-functionally (e.g., Implementation, Product, Sales) to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time - Build and maintain effective executive relationships which create a high level of trust to help facilitate identification of new growth and strategic alignment opportunities within assigned accounts. - Provide consistent, prioritized feedback to the Engineering and Product teams to assist in successfully launching new product features and provide insight into what our customers want and need from our product. - Develop and publish an in-depth knowledge of customer needs, trends, and competitive landscape. - Effectively align Axuall products according to customer objectives and help our customers understand their visions as it relates to the overall product roadmap. - Demonstrate proficiency in maintaining accurate records in internal technology tools including Salesforce and Airtable.

Requirements

• 5+ years of Account Management in a SaaS based product environment (within the Healthcare vertical preferred) • Excellent client service skills and ability to connect with healthcare professionals across a variety of roles (physicians, administrative care team members, executive leads, etc.) • Strong administrative skills and sophistication to manage business processes in complex environments • Highly organized and systematic with superb attention to detail • Possess a very positive attitude and an understanding of the dynamics involved with organizational growth and change • Strong experience in identifying growth opportunities and expanding revenue through existing business. • Can quantitatively articulate actions in response to analytical work to goals, plans, and trends. • Strong understanding of the client ecosystem and the decision-making processes therein. • Experience in product engagement and feature utilization with the ability to up-sell the product for the sustainable evolution of accounts. • Excellent written and verbal communication skills with the ability to educate, influence, negotiate, and make formal presentations with prospective or existing clients

Benefits

• comprehensive health insurance • unlimited PTO/vacation days • remote work flexibility • 401(k) with employer match • fitness stipend • travel-to-work stipend • continuous education support • paid family leave