Customer Success Manager
3 months ago
Why Arcoro? Want to make an impact? We do too. Come join our team of bridge builders. With full-time hybrid work (2 day minimum) in Scottsdale, Arizona, Arcoro helps to lead high-compliance organizations to automate paper processes and build their bridge to better HR with streamlined, easy-to-use HR software. We are proud to offer an unmatched employee experience where you can embrace our innovative vision, depend on a team of great colleagues, and roll up your sleeves to make a difference. Our culture encourages challenging the status quo. Start building your bridge to a better career with Arcoro. About the Job: We are looking for an experienced Customer Success Manager to join our rapidly growing team of CSMs and manage a book of Customer accounts. The Customer Success Manager serves to develop these relationships, build trust, ensure overall account health, and ultimately promote retention and loyalty. The CSM also partners with counterpart(s) in Account Management by identifying organic opportunities for further expansion and adoption of Arcoro products and services. Finally, the Customer Success Manager serves as the Customer's advocate within Arcoro, working for timely resolutions and holding Arcoro accountable to ensure an exceptional overall experience. What you will be doing: Proactively maintaining high levels of engagement and satisfaction, with a focus on increasing adoption, ensuring retention, and minimizing churn risk. Using a customer-centric approach to identify indicators of churn before it occurs. Conducting cadenced check-in calls with value-based messaging, and Quarterly Business Reviews to provide an in-depth analysis of engagement and opportunities with Arcoro products and services. Identify organic opportunities for adoption and expansion, and conduct warm lead passes to the Account Management team to close additional revenue opportunities. Serving as the Customer's advocate within Arcoro by ensuring timely resolutions to issues or escalations; leveraging leadership when appropriate and quarterbacking issues through the organization as needed. Maintaining a deep understanding of Customer needs, their business, our product fit, and industry-specific knowledge as it pertains to HR, benefits, compliance, etc. Maintaining a deep understanding of the Arcoro suite of products and services, including strengths, weaknesses, opportunities, and workarounds to ensure an optimal experience. Understanding organizational structures within the respective book of business, including Decision Makers, Influencers, Champions, and Detractors who may play a role in the potential adoption, expansion, or retraction from Arcoro products. Meeting goals for logo and revenue retention metrics, qualified or closed lead passes, and KPIs. Must Haves: Bachelor's degree or equivalent relevant work experience required. Minimum 2 years on a customer-facing operations service team within a SaaS or HCM software company required. Professional verbal and written communication. Ability to take initiative, multi-task and manage time effectively. Ability to leverage internal partners to drive favorable outcomes for Customers. Ability to identify opportunities for growth and adoption. Ability to identify and mitigate indicators of churn risk. Ability to foster collaborative partnerships across company organizations. Perks and Benefits: Competitive salary. 401(k) with Company match. Medical/Dental/Vision, STD/LTD, Life Insurance. Unlimited PTO and Company-paid holidays. Hybrid Work. About the Company: Arcoro is a growing and exciting HR SaaS software company with an office in Scottsdale, Arizona and remote employees across the country. Arcoro provides SMB and midsize businesses with a complete all-in-one modular HR solution. As a leader in delivering easy-to-use HR software which helps companies maintain compliance, Arcoro's proven cloud-based solution enables organizations to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning, and improved employee productivity. Our HR solutions integrate with top ERP systems further positioning Arcoro as a leader in proven modular HR solutions. Arcoro specializes in high-risk, high compliance companies in the construction and field services industries. Arcoro is a leader in Human Capital Management. Join our company and help our customers eradicate the burden of managing an ever-growing workforce. Our tool will effectively end the dominance of manual applicant tracking, benefits enrollment, payroll, and paper time tracking. At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer's daily lives. Arcoro is a Fair and Equal Opportunity Employer. #J-18808-Ljbffr
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