Premium Relationship Manager North America

1 month ago

Philadelphia, United States Phorest Full time
Job DescriptionJob DescriptionWe are accepting applications from candidates in the following locations for this exciting opportunity:

Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah.


The Opportunity

Phorest powers over 9,000 hair and beauty salons using our software across the globe. Our aim is to capture 25% of the market globally – that’s one million salons and a billion-dollar company.

This is an exciting time for Phorest in North America, our fastest-growing market, and as a key player in the North American operation, you will play a pivotal role in shaping and executing the company's strategic vision in the region.

As a Premium Relationship Manager, you will be responsible for ensuring the success and satisfaction of our premium customers in the North American market as well as developing and nurturing relationships with key industry stakeholders and organizations.

You will play a pivotal role in building strong, long-term relationships with our high-value clients, driving customer retention, expansion, and advocating for their needs within Phorest. This position offers an exciting opportunity to work closely with our premium clients, understand their business objectives, and provide strategic guidance to help them maximize the value of our salon software.


What you will do

  • Customer Success Metrics: Track and analyze customer success metrics, such as customer satisfaction, product adoption, and retention rates, providing regular reports to the management team.

  • Customer Onboarding: Collaborate with the Phorest onboarding team to ensure a seamless onboarding experience for premium customers, understanding their unique needs and goals.

  • Adoption and Engagement: Proactively monitor customer usage and adoption of Phorest's software, providing guidance and best practices to optimize their experience and drive value.

  • Success Planning: Develop and execute success plans for each premium customer, aligning their business objectives with the capabilities of Phorest's software.

  • Customer Training: Conduct product training sessions and workshops for premium customers, ensuring they have a deep understanding of the software's features and functionality.

  • Issue Resolution: Act as the escalation point for premium customer issues, coordinating with internal teams to provide timely and effective resolutions.

  • Upsell and Expansion: Identify upsell and cross-sell opportunities within the premium customer base, collaborating with the sales team to drive revenue growth.

  • Customer Advocacy: Serve as the Voice of the Customer within Phorest, providing feedback and insights to help shape product enhancements and improvements for premium clients.

  • Renewals and Retention: Drive customer retention by proactively monitoring contract renewals, identifying risks, and developing strategies to mitigate churn.

  • Relationship Management: Build and own strong relationships with premium customers, serving as their primary point of contact and trusted advisor.


What you bring 
  • Minimum of 5+ years of experience in customer success, account management, or a related client-facing role within the SaaS industry, preferably working with premium or enterprise-level customers.
  • Strong understanding of the salon, beauty, or related industries, with knowledge of the challenges and opportunities faced by premium salons and spas. 
  • Excellent interpersonal and relationship management skills, with the ability to build trust and credibility with premium customers.
  • Ownership and bias to action. You can identify issues and problems, and find a way to solve them.
  • A consultative approach and a demonstrated ability to understand customer needs, develop tailored solutions, and provide strategic guidance to drive customer success.
  • Technical Aptitude. You are comfortable learning and navigating software platforms, with the ability to provide training and troubleshoot technical issues.
  • Exceptional verbal and written communication skills, with the ability to effectively articulate complex concepts and instructions.
  • Proven track record of meeting or exceeding customer retention and expansion targets, with a focus on driving customer satisfaction and success.
  • Strong analytical and problem-solving skills, with the ability to analyze customer data and metrics to identify trends and opportunities.
  • You are collaborative and able to work effectively with cross-functional teams, including sales, support, and product development, to ensure customer success.


Benefits

🧘Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎We like to have fun, build camaraderie through regular social events. 

👯Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. 

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

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