![Paytronix Systems](https://media.trabajo.org/img/noimg.jpg)
Enterprise Customer Success Manager
1 week ago
The Customer Success Manager (CSM) serve as the holistic relationship manager and advocate for their assigned customers throughout their Paytronix lifecycle.
CSMs strive to be proactive and consultative in nature, and bring deep knowledge of client industry, product use cases, and best practices to their customers to maximize the value and benefit from the Paytronix platform.
CSMs are entrusted with empowering customers through advice and thought leadership to ensure long-term retention. The CSM strives to maintain alignment with dynamically shifting customer ecosystems and programs through regular, proactive communication.They will bring awareness to their customers about areas of the platform that are underutilized and drive adoption of features and tools to strengthen the customers reliance upon, and benefits from, the Paytronix platform.
The CSM will serve as an internal advocate for their customers to ensure that their needs are communicated to the appropriate departments and to facilitate interactions with subject-matter experts as needed.
In the event of risk being present or anticipated, the CSM will serve as an internal quarterback to align an appropriate action plan to ensure that Paytronix repairs and retains the customer relationship.
The CSM will monitor all listening posts and channels to maintain a holistic understanding and command of the customer's status and needs.
The CSM serves as the voice-of-the-customer to provide thematic feedback to the company.If you are local to our Newton, MA or Denver, CO locations, there is a hybrid (2-days per week) in-office requirement.
The kind of stuff you'll be doing:
Regular, proactive engagement, both in-person and remotely, with assigned customers to help them thrive at every step of their post-implementation lifecycle.
Serve as an internal advocate to amplify customer needs and trends across the portfolio and synthesize learnings back to Paytronix.
Build and manage strong relationships with account executive stakeholders (C-level), and day-to-day contacts
Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers.
Drive customer awareness of available resources, features, and tools to help them maximize the value from their solution.
Maintain accurate and up-to-date records of Account profile, key contacts, activities, and history in CRM.
Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources.
Identify reference accounts and help to develop Paytronix's library of references and case studies.
Guide client through successful growth and maturation of guest engagement programs
Maintain expertise inPaytronixfeatures, roadmap,and company vision
Understand industry trends, significant developments,and winning traits of successfulbusinesses to function as respected subject matter expert for owned accounts
Track KPIs with a focus on feature adoption, platform engagement, and retention
Measured by retention and net promoter scores
Some travel required
The kind of Skills/Experience you'll need:
Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
Comfort interacting with C-level account contacts
Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews
Strong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needs
The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier.
Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
5+ years of customer success or account management with a technical (SaaS) product
Comfort with ambiguity and capacity for creative problem solving
Experience with advocating for your customers' needs within our organization and driving to solutions
The extra stuff that would be nice:
Experience in the restaurant industry and/or with point-of-sale systems such as Micros or Toast
Experience with Convenience Stores or related technologies
Experience with client service including the delivery of training sessions.
Salary: 90-120K
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