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Customer Success Manager

3 months ago

Fort Worth, United States Point of Rental Software Full time
Description Position at Point of Rental Software

A little about our culture...

Point of Rental has been honored as one of Inc. 500's Best Places to Work in 2024 This recognition highlights our commitment to fostering a positive and engaging work environment.

About the position...

As a Customer Success Manager, you will be a trusted advisor to PoR customers, helping them succeed with our products and ensuring they receive maximum value from our solutions throughout their PoR Journey. You'll be responsible for understanding customer requirements, driving adoption and retention, and delivering an EPIC experience with every interaction. This role reports to the Global Manager of Customer Success and works with stakeholders across the company in Sales, Support, Professional Services, Marketing, Product, Development, and Finance.

Responsibilities

  • Manage all post-sales activities (some pre-sales activities will be required) for assigned customers through strong relationship-building, product knowledge, planning, and execution.
  • Develop a trusted advisor relationship with customers to ensure goals are aligned from a business strategy perspective, and success metrics are identified.
  • Work closely with your Account Manager counterparts to develop a joint success plan for your customers.
  • Drive Customer satisfaction, adoption, retention, and reduce churn.
  • Serve as the 'voice of the customer' and provide internal feedback on how PoR can better serve their clients to maximize value.
  • Maintain an understanding of our products and the rental industry and consult with customers on how to achieve the best business results utilizing our products and services.
  • Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews.
  • Work closely with Product and Development on identification/tracking of feature requests.
  • Handle escalations by following up on open cases and working across various teams to ensure issues are resolved.
  • Participate in improvement initiatives for our existing approaches to customer engagement and account management.
  • Identify Consulting opportunities.

Qualifications

  • Bachelor's Degree
  • 5+ years of experience in Customer Success, Account Management, or related customer-facing position preferable in growing SaaS company
  • Excellent organizational skills
  • Ability to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve
  • Attention to detail
  • Passion for and focus on the customer experience
  • High energy, go-getter with fresh ideas who takes the initiative to get things done. Self-motivated and able to thrive in a results-driven environment
  • Demonstrate ability to communicate, present and influence credibility effectively at all levels of the organization, including Manager and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Excellent verbal and written communications skills

Job Type: Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision) + 120 hours PTO + 401(k) Matching (up to 4%).

POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources. The base pay range for this position is $60,000 to $70,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors.