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Customer Success Manager

4 months ago

Plano, United States Lucernex Full time

Lucernex is a dynamic and fast-growing SaaS company, which has made DFW's Top 100 of Fastest growing private companies in DFW for the past two years in a row. Lucernex is a market leader in our space and we strive to add highly motivated and talented individuals to our team. We are very excited to announce that we have a great opportunity on our Customer Success Team. This is an immediate opening for a Customer Success Manager. Are you absolutely passionate about helping clients? Do you love problem solving and resolving issues? Are you a people person? Are you enthusiastic about working in a high-growth environment? Do you love working for small companies and have the ability to wear many hats? Do you have excellent communication, and presentation? Are you driven by the desire to provide clients with more than they expect? Does being on the ground floor and assist in building something substantial and of great importance to your company excite you? Have you been searching for a family-like atmosphere and a job to call home? If you answered "YES" to these questions, then you are exactly the type of person we want to hear from

What it is: This position will report directly to our Chief Customer Officer and work in very close partnership with Professional Services, Product Support and Training to enable them to deliver valuable products and services to our customers. This role requires someone who has a passion for customer service and an enthusiasm for making customers happy.

JOB PURPOSE

We are looking for a passionate Customer Success Manager who will partner with and ensure the long-term success of our customers. You will be responsible for developing long-term relationships with your portfolio of assigned customers, connecting with key business executives and stakeholders. You will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs. You will become a Product SME and provide strategic direction, consulting, and guidance regarding the use of our product in the client setting The Customer Success Manager must act as an influencer, connector, and coordinator for all things related to your accounts.

This is not a "sales" position - it is located in our Plano, TX office.

ESSENTIAL FUNCTIONS

  • Provide an unequaled customer experience for your accounts and function as the customer advocate and owner of all matters related to your customers.
  • Penetrate account and develop a trusted advisor relationship with key customer stakeholders, C-level executives and executive sponsors.
  • Meet renewal, retention, growth and other account targets.
  • Identify, communicate, and mitigate account risks.
  • Manage contract renewals, amendments, and assist with generation and approval of billings.
  • Generate and execute Statements of Work for add on services engagements.
  • Own and manage high severity requests or issue escalations through resolution.
  • Quickly become a Product SME and use that knowledge to identify and deliver creative solutions for product issues, provide advice and guidance in a consultative manner.
  • Proactively collaborate with sales teams/services/product teams.
  • Forecast and track key account metrics.
  • Ability to travel to client sites via car and/or plane for face-to-face visits.
  • Ability to regularly interact with Support and QA teams in person on an ad hoc basis.
  • Attend all schedulded client and company meetings.
  • Utilize Salesforce as requested and maintain daily.
  • Act as a business owner and customer representative when working with the product team, including driving and documenting requirements and performing product testing.
  • Adhere to all ISO 9001 guidelines as documented it the company Quality Manual and related procedures
  • Pass product training.
  • Various other job related duties as assigned by a supervisor.
Skills & Requirements

REQUIRED KNOWLEDGE, SKILLS, & ABILITIES

Education/ Required: Bachelor's degree in technology, business, related field or equivalent work experience.

Experience Required:
  • At least 5 years experience performing as an Account Manager
Preferred Experience:
  • At least 3 years of experience in a small to medium sized software ERP firm
  • At least 2 years of experience implementing, supporting, or acting as a SME for complex and highly configurable software products
  • Experience working for a large retailer in the real estate, leasing or a construction departments
Special Skills Required:
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Excellent customer management and multi-tasking skills
  • 25-50% travel and a willingness to work a flexible schedule required
  • Excellent Excel skills, including pivot tables and data analysis
  • Working knowledge of Salesforce
  • Excellent written and verbal communication skills
  • Extreme passion for investigation and problem solving
  • Ability to work independently
Special Skills Preferred:
  • Experience with ISO 9001 support and management principles

What we offer: An extremely high-energy, high growth environment, where all employees have the opportunity for equity ownership. We are bursting with opportunities to learn, grow and develop. We offer affordable medical andfully paid dental benefits for you and your family. You won't have to work on your birthday and our unlimited time off policy (as long as you are meeting your objectives and deadlines) helps provide a great work-life balance. We truly care about our employees and do our best to create a family-like atmosphere. You spend so much time at work, you should at least enjoy it.

If you have read all the way through this and still feel like, "YES, this is THE job for me" we invite and encourage you to apply.