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Saddle River, New Jersey, United States EarthCam Inc Full time
{"title": "Client Service Supervisor", "description": "Job Summary

EarthCam Inc is seeking a skilled Client Service Supervisor to lead our Customer Success team in delivering exceptional customer experiences. As a key member of our organization, you will be responsible for overseeing customer relationships, providing leadership and guidance to teams, and driving business growth through strategic account management.

Key Responsibilities
  • Lead the Customer Success team to ensure seamless customer experiences and drive business growth
  • Provide oversight and leadership for teams to meet company commitments to customers
  • Collaborate closely with peers across the organization to ensure positive outcomes and a frictionless experience for clients
  • Report to executive leadership on customer health metrics, upsell opportunities, and risk
  • Design and implement client success methodologies to convey clear value and drive adoption of EarthCam solutions
  • Cultivate a deep understanding of customer business operations and apply EarthCam solutions to provide measurable impact
  • Perform periodic business reviews and lead a proactive engagement model
  • Act as a strong customer advocate, while maintaining business priorities
  • Steer internal teams to remove friction in the customer experience
  • Generate and maintain account health dashboards
  • Develop a working knowledge of competitive products, identify technical strengths and weaknesses against EarthCam's value proposition
  • Develop and deliver presentations to quantify and qualify product/service utilization, realized benefits, opportunities, and client success plans
  • Manage customer success team, clarify roles and responsibilities within a matrixed organization
  • Support customer success initiatives, and help build customer-centric methodologies throughout cross-functional teams
Requirements
  • A passionate and empathetic advocate for the customer experience
  • Proven "player-coach", comfortable and effective in directing team members, while equally able to own and manage direct customer relationships
  • Persuasive and confident with excellent negotiation skills
  • Prior experience in solutions selling and account development
  • An excellent communicator and strong writer with persuasive public speaking ability
  • Self-motivated, pro-active and results-oriented professional, comfortable working with minimal direction
  • A confident leader who can inspire and direct a team effectively
  • Demonstrates leadership acumen that recognizes when to act with urgency
  • Diligent, detail oriented and organized
Qualifications
  • Minimum 5+ years' experience in a customer-facing leadership or management role
  • Experience in SaaS software such as Consultant, SaaS Implementation Coordinator, Solutions Engineer, or Customer Success Manager
  • Proven track-record of effective client engagement across a wide spectrum of stakeholders, including executive leadership, technical staff, and end users
  • Experience servicing large, enterprise-level clients and communicating customer initiatives
  • Demonstrated experience in a fast-paced environment, while meeting customer time constraints
  • Bachelor's degree or equivalent experience
  • Strong ability to identify and attract Customer Success talent
  • Prior experience working with customer success workflow tools
What We Offer
  • Excellent salaries, bonuses, benefits, and constant opportunities for development
  • Health insurance (Single coverage 100% paid for by company)
  • Dental and vision insurance
  • 401K Plan (with aggressive company matching)
  • Paid time off, plus paid holidays
  • Regular free breakfasts, lunches, and snacks
  • Bicycles to ride around campus
  • Team BBQs and annual company Olympics
", "lang_code": "en-US"}