Customer Success Manager
2 weeks ago
Are you someone who is passionate about building long-term customer relationships? ConvergePoint is seeking a Customer Success Manager to facilitate the onboarding and rollout of our SaaS platform for new customers.
As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of our valued customers. The ideal candidate will have experience in managing and nurturing customer relationship, a strong background in customer success or account management, preferably in the SaaS industry, and excellent communication skills. You will play a critical role in driving adoption of our software solutions and promoting customer retention and growth.
About Us:
ConvergePoint is a leading provider of compliance management software solutions, empowering organizations to streamline their compliance processes and ensure adherence to regulatory requirements. Our four proprietary products manage the life cycle of Policies & Procedures, Contracts, Conflict of Interest Disclosures, and Incident Tracking. We proudly serve a diverse clientele, including Fortune 500, Enterprise, and mid-size organizations across the US, Canada, UK, Australia/New Zealand, and South Africa.
Please Note: This is a hybrid role and you must be willing to commute to our office in Katy, TX
Responsibilities:
• Serve as the primary point of contact for a portfolio of customers, building and maintaining strong relationships to drive customer satisfaction and success.
• Understand customer needs and objectives, and proactively work with customers to ensure they achieve their desired outcomes through effective utilization of our software solutions.
• Provide guidance and best practices to customers on how to maximize the value and benefits of our products.
• Conduct regular check-ins with customers to assess their satisfaction, address any concerns, and identify opportunities for upselling or cross-selling.
• Collaborate with internal teams, such as sales, product development, and support, to ensure smooth onboarding, implementation, and ongoing support processes.
• Monitor customer health metrics and proactively take actions to mitigate any risks or issues that may affect customer satisfaction or retention.
• Conduct product demonstrations and training sessions for customers to help them fully leverage the features and functionalities of our software.
• Stay up-to-date with industry trends and best practices in customer success and account management to continuously enhance customer engagement strategies.
• Assist in the development and optimization of customer success programs, including the creation of customer onboarding materials, success plans, and customer communications.
• Collaborate with the marketing team to gather customer testimonials, case studies, and success stories for use in marketing materials and customer references.
Requirements:
• A bachelor's degree is required
• 2-3 years of proven experience in a customer success or account management role, preferably in a SaaS company.
• Strong understanding of CRM, helpdesk software, and marketing automation tools.
• Excellent communication and interpersonal skills with the ability to build rapport and maintain relationships with diverse customer stakeholders.
• Analytical mindset with the ability to analyze customer data and metrics to drive actionable insights. • Demonstrated problem-solving and conflict resolution skills.
• Proactive and self-motivated with the ability to work independently and as part of a team.
• Strong organizational skills with the ability to manage multiple customers and projects simultaneously.
• Flexibility and adaptability to thrive in a fast-paced and dynamic environment.
• Passion for customer success and a dedication to ensuring customer satisfaction and long-term success
• Located in or willing to locate to Houston, TX
• Authorized to work in the United States (we do not sponsor visas)
Perks You'll Love:
• Competitive base salary tailored to your experience
• Comprehensive healthcare benefits, including Medical, Vision & Dental
• Generous paid holidays and vacation days
• 401(k) with excellent corporate matching
• A fun and casual work environment
You Belong Here:
ConvergePoint offers a stimulating and supportive work environment, where your contributions will be recognized and valued. We foster a culture of continuous learning and growth, providing ample opportunities for professional development and advancement within the organization.
If you are passionate about making a meaningful impact, thrive in a fast-paced environment, and are excited to join a dynamic team of industry professionals, we would love to hear from you
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