Customer Success Manager

4 weeks ago

Reston, Virginia, United States Nuve Full time
Customer Success Manager

As a Customer Success Manager at Nuve, you will be responsible for managing the long-term success of our largest customers. This involves creating strong partnerships with management contacts in strategic accounts and collaborating on projects and initiatives to drive ongoing success.

The ideal candidate will be able to quickly learn new software, proactively manage accounts to meet internal and external goals, turn customers into partners, and be comfortable wearing many hats to meet changing customer and project needs. More importantly, the ideal candidate will have experience leading a team of Customer Success Representatives.

Key Responsibilities:

  • Develop strong working relationships with corporate contacts
  • Coach and train team of CSR's on product best practices and workflows to corporate staff, franchise owners, and end users
  • Collaborate with customers and product managers to manage product enhancement requests
  • Act as a subject matter expert on custom product features for partners
  • Manage initiatives to increase product adoption, customer satisfaction, and evangelism
  • Analyze user engagement data and identify actionable insights - KPIs will be reported on regularly
  • Gather intelligence on how customers are using our products and determine what features and services are the most/least valuable to their businesses
  • Act as an escalation point on customer support tickets
  • Update account and contact records for accounts to ensure accurate reporting
  • Identify areas for improvement in the customer experience, both in our product and processes
  • Onboard new customers - Customer Success Managers primarily own the long-term relationship with customers, but may assist with new customer onboarding as needed

Requirements:

  • 4+ years of relevant experience managing teams and multiple accounts and/or projects with a proven track record of success
  • Be a self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate, and work well with others
  • Exceptional account management skills & project management skills with strict attention to detail
  • Demonstrated ability in learning new software programs and identifying opportunities to use their full potential
  • A natural ability to think several steps ahead of the client and take proactive steps to address roadblocks, risks, and issues
  • Be a problem-solver who has a demonstrated ability to overcome challenges and ambiguity with creative solutions
  • Team player with strong communication and organizational skills, and an ability to "roll with the punches"

What We Offer:

  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer-paid options)

Nuve is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation. The expected salary range for this role for candidates residing in the United States is between $85,000 - $115,000 USD. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity, and a holistic suite of benefits.

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