Customer Success Professional

6 days ago

Austin, Texas, United States Workiz Inc. Full time
Customer Success Manager

Are you passionate about helping businesses thrive in a fast-paced environment where innovation meets results? At Workiz Inc., we're at the forefront of change, driving success in the field service industry. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

Responsibilities
  • Develop and maintain strong relationships with a portfolio of strategic customers, serving as their trusted advisor and main point of contact.
  • Understand and align with customers' business objectives, providing guidance on how Workiz can best support their goals.
  • Proactively engage with customers to understand their needs, identify areas for improvement, and recommend solutions to optimize their experience.
  • Collaborate with cross-functional teams, including Onboarding, Product, and Support, to address customer needs, resolve issues, and drive customer satisfaction.
  • Identify and capitalize on upsell and expansion opportunities within existing accounts.
  • Serve as an escalation point for customer issues and concerns, providing timely and effective resolution while maintaining a high level of customer satisfaction.
  • Stay up-to-date with industry trends, best practices, and competitor activities to provide valuable insights and recommendations to customers.
  • Analyze customer usage patterns and behaviors to identify at-risk accounts and develop targeted retention plans to mitigate churn.
Requirements
  • 2+ years of Customer Success or Account Management experience, preferably in a SaaS environment.
  • Strong experience and proficiency in working with Customer Relationship Management (CRM) software, preferably HubSpot.
  • Exceptional multitasking abilities, time management skills, and effective communication (both verbal and written).
  • Demonstrated success in building rapport with customers across different levels, primarily through email and phone interactions.
  • Strong work ethic and adaptability to thrive in rapidly changing environments.
What We Offer
  • Market-level compensation based on experience.
  • Comprehensive benefits package, featuring employee stock options, Medical, Dental, and Vision coverage options, and up to a 4% match on 401k contributions.
  • A supportive and driven work environment where you can excel while having fun.
  • A hybrid model – 3 days on-site and 2 days remote working.

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