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Customer Success Manager
4 months ago
At Investorlift, the success of our clients is paramount to the continued success of our data driven SaaS platform, and every interaction with our clients will lead to a greater depth of understanding of the tools available to them to leverage the power of our platform. As a Customer Success Manager, you will be the first point of contact for any issues that may arise, and are ultimately responsible for ensuring our clients are utilizing Investorlift to their greatest potential. The focus of the role will encompass client onboarding, adoption, relationship building, as well as communicating the needs of the customers across multiple teams and internal stakeholders across the organization.
The ideal candidate for the Customer Success Manager possesses a comprehensive skill set to ensure a smooth and consistent source of information and support for our top clients on our SaaS platform. You must be technically proficient, demonstrating a deep understanding of the platform's features and the capability to troubleshoot common issues. Your ability to communicate both verbally and in writing must be stellar, conveying complex technical information in a simplified manner, catering to clients with varying degrees of tech-savviness.
Responsibilities
- Developing and managing value based relationships with a portfolio of Investorlift’s clients, prioritizing tiers of clients based on the needs of the business;
- Providing in depth and thorough product demonstrations to onboard new clients and drive additional growth opportunities for existing clients;
- Maintaining high levels of customer engagement and satisfaction with a focus on customer adoption and technical proficiency to optimize usability of our SaaS platform;
- Develop excellent interpersonal relationships with our customers to deliver an exceptional customer experience and support predictable growth for our business by acting as a trusted business partner;
- Maintain a deep understanding client needs and how our product solutions not only fit in but enhance their experience;
- Managing an effective feedback loop for customer needs through cross-functional interactions with Sales, Product, and Support teams.
- Managing and de-escalating customer issues with strong problem-solving skills and adaptability to various customer needs;
- Develop Customer Success processes, working collaboratively with Product, Marketing, and Sales teams to establish and refine customer materials and solutions;
Requirements
- Self-motivation, collaboration skills, and passion for exceeding customer expectations;
- Strong communication and relationship building skills and ability to prioritize, multi-task, and perform optimally in a fast paced environment;
- Impeccable follow-up skills to drive customers to achieve key milestones;
- Proactive customer management and sales instincts with a drive to promote revenue and growth;
- Highly effective at leading and facilitating client meetings and workshops;
- Experience with account planning, managing and executing customer success plans within an agile project management framework;
- Adaptable and growth oriented mindset open to delivering and receiving feedback;
- 3+ years of customer-facing experience in a B2B/Enterprise SaaS environment as a Customer Success Manager, Account Executive/Manager, Sales Engineer.
remote work
