Customer Success Manager- SMB
1 month ago
Description Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more. Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer , smarter , and better decisions The goal of the Customer Success Manager is to monitor the satisfaction of all of our customers and work with the rest of the organization to maintain deep satisfaction with our products, our company and the care that they receive. This person is responsible for seeing trends in our customers’ needs and challenges. What You'll Do: Primary contact for administrators in the territory. Responsible for full client life cycle including implementation, adoption, client health, retention, and utilization for accounts within territory. Must document all client correspondence. Responsible for identifying and escalating major product issues, client concerns, and retention risks. Host implementation webinars on a rotating schedule. Providing recommendations for maintaining a helpful knowledge database. Participating with knowledge creation when needed. Contributing to team projects as directed by leadership. Hosts implementation webinars on a rotating schedule. Provides frontline coverage for support cases on a rotating schedule. Thorough understanding of product offerings with the ability to independently provide product demonstrations to clients. Identify, document, and resolve issues that occur including assisting junior team members with problem solving. Assisting senior team members. Requirements Ability to perform in a self-managed environment Excellent interpersonal skills needed to develop strong business relationships with clients. Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software. Confidence presenting new ideas to clients. Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly. Excellent communication skills verbally and written in addition to presentation skills. Strong work ethic and ability to work independently with minimal supervision. Excellent organization skills. Ability to adapt to new conditions, assignments, and deadlines. Excellent time management, goal setting and prioritization capability. Thrives working in a fast-paced, team environment. Bachelor’s degree in a related field. 3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management. Prolonged periods of sitting at a desk and working on a computer. May occasionally lift up to 15 pounds What You Can Expect From Us: Friendly, open, and casual work environment (ditch the suit & tie) Comprehensive, quality benefits package effective first of the month following your date of hire Matching 401(k) retirement plan Healthy work-life balance with flexible work arrangements and generous time off Educational assistance available for all employees Generous referral incentive program Company social events Philanthropic opportunities What We Value: Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team. Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments. Make a Difference - It's not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members. Inclusiveness - Uniqueness is powerful. Diversity, equity and inclusion guide how we build our teams and cultivate our leaders, creating a company that promotes a variety of perspectives and crucial conversations, leading to better outcomes. Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good. Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing. Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own. Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, (including gender identity), sexual orientation, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, marital status, or status as a protected veteran. #J-18808-Ljbffr
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