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Customer Success Manager
2 months ago
Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.
The Customer Success Manager or as we like to call it at ACST, the Ministry Success Manager is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the products and services they receive and to improve upon areas of dissatisfaction.
As a Ministry Success Manager, you'll oversee strategic, proactive account management and customer operations and help develop practices to ensure ACS Technologies' (ACST) ability to serve our customers at scale. You will be part of a team of professionals striving to drive customer success, increase the use of our solutions, help customers find value in their subscriptions, and ensure customer retention.
This position requires a driven and talented professional with strong proactive outreach capabilities, a collaborative work ethic, a self-starter with solid problem-solving skills, and a positive and professional demeanor.
What You’ll Do:
Proactive phone outreach to existing customers in your account list (Book of Business).
Identify cross and upsell opportunities for the sales team while maintaining the trusted advisor relationship with customers.
Document sales leads and opportunities to engage sales process for demos or purchase of add on products.
Perform Account Management responsibilities for a large number of accounts in your BoB.
Proactively works to help customers realize increasing value in the solutions they use, and to continually use them deeper, smarter, and more effectively.
Relentlessly improves client retention for ACST through the development and growth of personal, business, and ministry relationships with customers.
Provides a world-class customer experience and helps drive ongoing engagement strategies and dependencies on our product and services.
Serves as the voice of the customer internally, promoting continual improvement.
Drives customer satisfaction to support renewals.
Reports and improves key Ministry Success team metrics, company-wide.
Coordinates with internal stakeholders in supporting customer needs.
Helps cultivate customers as references and case studies and partners with other teams to continually improve their customer experience.
Recommends Ministry Success strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
May be scheduled to serve in support of after-hours phone support rotation as required. This involves being on-call for customer support calls after hours and over weekends.
What We’re Looking For:
A high school diploma with at least 6 years of experience helping varying sizes and types of clients become successful. Internally, successful completion of Support Specialist training, with all stated minimum requirements for that position is required with typically 6+ years of experience/phone support with ACST products or similar.
Demonstrated experience and comfort with proactive customer outreach (via phone or web meetings) to engage with existing customers. This is a focus of the position.
Must be comfortable with unsolicited and proactive customer outreach.
Ability to assess customer status, needs, and develop a Success Plan in order for ministry partner to realize full value in ACST products and services.
Proven track record of juggling multiple priorities and goals while maintaining focus on KPIs and annual goals.
Demonstrated experience leading client relationships and building relationships across the company.
An understanding of metrics: know what drives the customer’s business and how it affects ACST.
An understanding of specific, assigned denomination(s) and vocabulary used within that denomination(s).
Experience using Totango or other Customer Success platform.
Experience working in a SaaS environment.
Experience working in ACST’s legacy solutions is a plus.
Capability to support internal software solutions, especially CRM or Customer tools.
A strong process-building mindset and ability to balance competing priorities.
A passion for delivering customer satisfaction.
Excellent analytical, critical thinking, and problem-solving skills.
Proficiency in written and verbal English.
Demonstrated experience working across teams including Sales, Support, R&D, Operations, and Marketing.
Demonstrated internal motivation with the ability to lead without direct authority with an interest in the advancement of ministry, business and helping others reach their goals.
Demonstrated strategic thinking and problem-solving while keeping the customer first.
Proven track record of delivering exceptional customer service
Why You Want to Work Here:
Outstanding benefits package, including 6% 401(k) match
Free Wellness Clinic staffed by a Nurse Practitioner
A caring, friendly work environment
The opportunity to positively impact ministries
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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