Customer Success Manager

1 month ago

Saint Paul, Minnesota, United States Vivacity Tech PBC Full time

The Customer Success Manager (CSM) works with existing Vivacity customers to drive retention, customer satisfaction, and growth. This is a customer facing role requiring outstanding relationship management skills and technical acumen. The CSM will work with district and school leadership to understand their needs and map Vivacity best practices to customer business requirements. In addition, the role requires the ability to coordinate cross functional teams and to ensure a successful transition from onboarding through ongoing operations, providing high level support to customers as they transition from sales prospects to active users of products and services.
This is a hybrid position in St. Paul, MN. You must be located in or willing to relocate to the St. Paul, MN area. This position is NOT remote.

What will we give you for your hard work:

  • 70-75k Salary, depending on experience
  • Commission
  • 401(k) with generous company match and immediate vesting
  • Excellent Paid Time Off policy
  • up to 80 hours Sick Time per year
  • 96 hours off per year for volunteer opportunities
  • 11 paid holidays per year
  • Award winning work environment
  • Development Reimbursement of $1000 per year
  • Medical, Dental, Vision, and Voluntary Benefits

Our Values drive everything we do:

  • Carry passion.
  • Desire excellence.
  • Keep dreaming.
  • Build community.
  • Be Vivacious.

While no day will be completely the same, you will execute daily responsibilities in these various functions:

  • Manage a portfolio of customers post sale, beginning with onboarding, to foster long term relationships that achieve early value for our customers and revenue growth for Vivacity.
  • Partner with Territory Manager to identify buyer personas and key stakeholders at each customer, and keep regular meetings with Territory Manager to review open pipeline and customer health.
  • Develop effective Success Plans based on customers' business objectives, priorities and use cases and deliver them through proactive customer service and a high level of ownership that ensures high adoption of products and services, and revenue growth.
  • Take a lead in the organizing and running of customer-facing sessions and interactions such as Quarterly Business Reviews, etc.
  • Proactively identify and mitigate any risks to long-term relationships with customers.
  • Act as the first point of contact and escalation point for the customer and internal teams and drive resolutions and escalations in a timely, proactive manner.
  • Monitor customer health and value confirmation by tracking product usage, and customer satisfaction and by collecting and encouraging customer feedback.
  • Communicate the status of assigned accounts to all relevant parties within Vivacity on a need- to-know-basis.
  • Act as a customer's voice and represent their needs and priorities with cross-functional teams.
  • Assist Territory Manager with booking travel for customer onsite meetings.

Knowledge, Skills & Abilities:

  • Minimum of 3 years customer facing experience in a services or sales role.
  • Track record of delivering results above expectations with customers.
  • Excellent executive-level communication and presentation skills.
  • Demonstrable empathy with customers with a clear understanding of the value and a strong sense of urgency when servicing customers' needs.
  • Ability to develop strong product/technology/industry knowledge and effectively present and demonstrate products and services to a wide range of buying influences.
  • Expert technical skills with the ability to troubleshoot and assist and train others.
  • Excellent time management and prioritization: balance time between post sales follow up, account development, and ongoing support.
  • Ability to concentrate on tasks, make decisions and work calmly and effectively in a high-pressure, deadline oriented environment.
  • Effectively use technology (Google Suite, HubSpot) to communicate, manage data, record and retrieve customer contacts, and access essential information about our business.

In alignment with our goal of continuing to create a diverse team, we are strongly encouraging candidates of color to apply.

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