Customer Success Manager
3 weeks ago
We are seeking a passionate and self-motivated Customer Success Manager (CSM) to join our growing Customer Success organization at Bridgeway Benefit Technologies. As a Customer Success Manager, you will serve as the customer liaison, advocate, and advisor for Bridgeway's customers on our SaaS benefit administration platforms and related services. You will be responsible for fostering customer relationships and satisfaction, ensuring customer retention, positively affecting subscription renewal, identifying up-sell opportunities, and ensuring Sales and Service-related engagements are scoped and managed to customer satisfaction.
This position can be remote or on-site/hybrid in our Baltimore, MD or Maple Shade, NJ offices, with travel approximately 5-10% of the time within the U.S. and Canada. East coast candidates strongly preferred.
Responsibilities:
- Act as the primary contact for Bridgeway customers, as we seek to reduce the number of roles directly communicating to customers and focus the point of communication around the Customer Success Manager.
- Understand your customers' business goals and strategies and effectively communicate the value of Bridgeway solutions, showcasing our expertise.
- Collaborate across the Bridgeway enterprise to handle your customers' needs successfully, while acting as the internal orchestrator between and among many departments including, but not limited to, Sales, Services, Engineering, Executive and Business Leadership team, and more.
- Engage in the early lifecycle of the customer and Bridgeway relationship, to include pre-Sales in conjunction with the Sales team.
- Routinely document and update success strategies for customers that you lead. These include, but are not limited to, Annual and Quarterly Planning and Review Sessions, both internally and externally, such as MBR and QBRs.
- Plan, lead, and direct Quarterly Business Reviews (QBRs) and other customer check-ins to ensure our existing customers are getting value from Bridgeway products and solutions, through proactive, metrics-based engagement.
- Work with Support, Services, Project Management, and other internal functions, to aid in timelines and expectation-setting with customers.
- Grow software adoption and build customer success plans, through working with internal teams and establishing a regular cadence with each assigned customer, providing recommendations, solutions, and best practices.
- Ensure renewals and identify and escalate at-risk customers early-on to senior leadership, to develop a plan for retention.
- Map out large accounts, identifying key players, and establish relationships across the customer base.
- Serve as the escalation point for issues regarding service level agreements, projects, upgrades, or open support tickets.
- Using internal systems and in collaboration with internal teams, actively and thoroughly document all important strategic and technical matters and history relating to customers that you manage.
- Represent Bridgeway at industry events and meetings.
Requirements
- Minimum of 3 years of experience in a customer-facing role focused on SaaS platform customers
- Experience in the Taft-Hartley industry, preferred
- Highly proactive, self-motivated, organized, reliable, outgoing, and fearless in tackling challenges
- Excellent written and verbal communication, presentation, and problem-solving skills, with the ability to engage with individuals at all levels of an organization
- Experience understanding complex business problems, developing strategies, and working with technology and services teams to deliver software solutions
- Strong relationship-building skills, with the ability to remain composed when facing unexpected challenges and competing demands
- Bachelor's degree
Bridgeway is an Equal Opportunity Employer.
Covid Message: We value the safety and well-being of our Bridgeway community, including our staff, customers, business partners, and beyond. This is why our team has required staff to be fully vaccinated for all in-person business activities, whether on-site at our corporate office or traveling for business. Candidates should consider this requirement before applying.
-
Customer Success Manager
4 days ago
Baltimore, United States Bridgeway Benefit Technologies Full timeWe are seeking a passionate and self-motivated **Customer Success Manager** (CSM) to join our growing Customer Success organization at **Bridgeway Benefit Technologies**. As a Customer Success Manager, you will serve as the customer liaison, advocate, and advisor for Bridgeway's customers on our SaaS benefit administration platforms and related services. You...
-
Customer Success Manager
4 days ago
Baltimore, United States Resilience Full timeAs a Customer Success Manager, you will lead our efforts in ensuring the success and satisfaction of our customers. You will be responsible for building and maintaining strong relationships with key clients, understanding their needs, and strategizing to drive long-term value and loyalty. The role requires a blend of communication and problem-solving skills...
-
Customer Success Manager
5 days ago
Baltimore, United States Verve Group, Inc. Full timeAbout Verve Verve is building a world-class team to commercialize wearable solutions that empower the way people move in the world. Our first product is a lightweight, connected wearable system that can be worn all day, every day, by industry associates to reduce fatigue, mitigate risk of injury and augment performance. We are looking for an experienced and...
-
Enterprise Customer Success Manager
6 days ago
Baltimore, United States Articulate Full timeArticulate is looking for an Enterprise Customer Success Manager to join our amazing team! Our Enterprise Customer Success Managers (ENT CSMs) work with our largest customers to ensure they get maximum value from their investment in Articulate products. The ENT CSM will own a book of accounts within our Enterprise market segment and build & expand...
-
Enterprise Customer Success Manager
7 days ago
Baltimore, United States Articulate Full timeArticulate is looking for an Enterprise Customer Success Manager to join our amazing team! Our Enterprise Customer Success Managers (ENT CSMs) work with our largest customers to ensure they get maximum value from their investment in Articulate products. The ENT CSM will own a book of accounts within our Enterprise market segment and build & expand...
-
Client Success Associate
2 weeks ago
Baltimore, United States Arena Analytics Full timeAbout the Role:As the Client Success Associate, you are a motivated and detail oriented individual, who is passionate about customer satisfaction and eager to dive into the world of data analysis and customer support.You will be responsible for overseeing the data ingest process, conduct data analysis, provide customer support through systems and other...
-
Success Coach- Mayor's Scholar Program
2 weeks ago
Baltimore, United States Baltimore City Community College Full timeDescription/Job Summary Overview of Position: The MSP Student Success Coach is part of the team that promotes a positive and successful learning experience for students. In an effort to increase student retention, success, and completion, coaches will provide an extremely high level of customer service and support to students in the Mayor's Scholars...
-
Customer Support Analyst
4 weeks ago
Baltimore, United States Bridgeway Benefit Technologies Full timeJob DescriptionJob DescriptionBridgeway Benefit Technologies is hiring an Customer Support Analyst to help grow our Customer Success organization and support our Bridgeway product end-users, through serving as an internal advocate and customer liaison and delivering the highest level of service to our customers.As a successful Customer Support Analyst, you...
-
Success Coach- Mayor's Scholar Program
2 weeks ago
Baltimore, United States Baltimore City Community College Full timeOverview of Position: The MSP Student Success Coach is part of the team that promotes a positive and successful learning experience for students. In an effort to increase student retention, success, and completion, coaches will provide an extremely high level of customer service and support to students in the Mayor's Scholars Program with the knowledge and...
-
Director of Advising/ Student Success Center
7 days ago
Baltimore, United States Baltimore City Community College Full timeReporting to Vice President for Student Affairs, or designee, the Director of Advising/Student Success Center, oversees the operations of a comprehensive student advising center that provides direct support to new, current, and returning students. The Director will provide direct supervision and integration of student academic advising to include students on...
-
Director of Advising/ Student Success Center
7 days ago
Baltimore, United States Baltimore City Community College Full timeDescription/Job Summary Reporting to Vice President for Student Affairs, or designee, the Director of Advising/Student Success Center, oversees the operations of a comprehensive student advising center that provides direct support to new, current, and returning students. The Director will provide direct supervision and integration of student academic...
-
Customer Enrollment Representative
1 week ago
Baltimore, United States Serene Marketing Inc. Full timeAre you passionate about providing exceptional service and creating positive experiences for customers? Do you thrive in a fast-paced environment where your communication skills and attention to detail are valued? If so, we invite you to join our dynamic team at Serene Marketing, a leading customer enrollment firm dedicated to facilitating seamless...
-
Customer Enrollment Representative
3 weeks ago
Baltimore, United States Serene Marketing Inc. Full timeAre you passionate about providing exceptional service and creating positive experiences for customers? Do you thrive in a fast-paced environment where your communication skills and attention to detail are valued? If so, we invite you to join our dynamic team at Serene Marketing, a leading customer enrollment firm dedicated to facilitating seamless...
-
Customer Service and Sales Representative
1 week ago
Baltimore, United States Worldwide Enterprises Full timeJob DescriptionJob DescriptionTake charge. Think fast. Move Forward.Worldwide Promotions has an immediate need for a Customer Service/Sales Representative who we can train to Management in our energetic office. Someone who has a background in Customer service, retail, marketing, sales, or hospitality along with demonstrated leadership would fit well. Our...
-
Customer Service and Sales Representative
3 days ago
Baltimore, United States Worldwide Enterprises Full timeJob DescriptionJob DescriptionTake charge. Think fast. Move Forward.Worldwide Promotions has an immediate need for a Customer Service/Sales Representative who we can train to Management in our energetic office. Someone who has a background in Customer service, retail, marketing, sales, or hospitality along with demonstrated leadership would fit well. Our...
-
Job Coach for Elev8 Pathways to Success
1 week ago
Baltimore, United States Elev8 Baltimore Full timeBenefits: Company paid Life and Disability plans Employee Assistance Program Health Reimbursement Account (HRA) 403(b) (with Employer Contribution once eligible) Dental insurance Health insurance Vision insurance ABOUT ELEV8 BALTIMORE Elev8 Baltimore is a full-service Community School initiative that uses a set of strategic partnerships and opportunities to...
-
Senior Manager, Customer Insights and Analytics
3 weeks ago
Baltimore, United States Releady Full timeJob DescriptionJob DescriptionOVERVIEWWe are looking for a Senior Manager, Customer Insights and Analytics, to champion customer experience analytics for one of our partners. In this critical role, you'll apply your expertise in survey analysis and data interpretation to drive strategic improvements and influence positive customer outcomes. With a focus...
-
Customer Support Associate
1 week ago
Baltimore, United States Chrome Solutions Full timeOur company has an immediate opening for a Customer Support Associate for our client located in Baltimore .JOB DESCRIPTION:The position of Customer Support Associate entails being the primary customer support for our team. Success in this position demands outstanding reliability and follow-through and requires excellent communication skills, active listening...
-
Senior Customer Service Technical Specialist
3 weeks ago
Baltimore, United States eOriginal Full time** eOriginal** ** Senior Customer Service Technical Specialist** Baltimore, MD 21201 A Senior Customer Service Technical Specialist is an expert on eOriginal products and services and how they can best be applied to support customer workflows and enable digital lending efficiencies. The Senior Customer Service Technical Specialist is responsible for the...
-
Client Service Representative/Customer Service
3 weeks ago
Baltimore, United States hiring Full timeIn response to the continued growth of our business, we are looking for a Client Service Representative to serve the Baltimore area. The successful candidate will be assigned an external existing customer and new customer base that our clientele provides for us. Entry Level Client Service Representative Responsibilities: Provide onsite, sales, and client...