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Customer Relationship Manager

4 months ago

Red Bank, United States SysCloud Full time

Job Title: Customer Relationship Manager


Location: Onsite


Preferred Start Date: Immediate


Company Overview:

SysCloud offers IT administrators of cloud-native businesses a single pane of glass to back up SaaS data, perform eDiscovery, recover from ransomware attacks, and identify data compliance gaps. The platform supports backups of critical SaaS applications such as Google Workspace, Microsoft 365, Salesforce, Slack, HubSpot, QuickBooks Online, and Box with plans to add support for dozens of other SaaS applications in the coming months.

Position Overview:

We are seeking a highly skilled Customer Relationship Manager with a background in finance or business to join our team. The ideal candidate will have a minimum of 2 years of overall experience, with at least 1 year in a SaaS company. The role will involve managing customer communications, overseeing renewal management, and providing exceptional support to our clients. Additionally, the candidate should possess strong problem-solving abilities, attention to detail, and excellent communication skills.


Responsibilities:

  • Manage customer relationships and ensure satisfaction through effective communication via phone and email.
  • Utilize CRM platforms such as Salesforce and HubSpot to track interactions and drive sales initiatives.
  • Oversee renewal management processes to ensure timely contract renewals.
  • Collaborate with the Customer Support Services (CSS) team to address customer inquiries and concerns.
  • Provide support to the finance function by identifying and rectifying billing discrepancies.
  • Actively participate in interviews to assess candidates' abilities to solve real-time scenarios and role-play customer interactions.
  • Demonstrate a willingness to work with overseas teams, particularly the India team, and possess experience in effectively collaborating with international colleagues.
  • Exhibit tolerance for colleagues' mistakes and demonstrate an ability to foster a collaborative work environment.


Requirements:

  • Bachelor's degree in business or finance is a must.
  • Minimum of 2 years of overall experience, with at least 1 year in a SaaS company.
  • Proficiency in business analytics and experience with custom licensing solutions.
  • Strong familiarity with CRM platforms, particularly Salesforce and HubSpot.
  • Excellent communication skills with the ability to effectively communicate both good and bad news to customers.
  • Demonstrated problem-solving abilities and attention to detail.
  • Experience working in a technology company is preferred.
  • Ability to manage the CSS team, including overseeing finance-related functions.