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Client Success Strategist

2 months ago

Addison, Texas, United States SPOTIO Full time
About SPOTIO
SPOTIO is a leading SaaS organization focused on enhancing field sales engagement. Our platform is trusted by numerous sales professionals globally to boost their activity, expand their pipeline, and achieve their sales objectives.

We take pride in our recognition as the top-rated solution on G2 and as one of the premier workplaces in the Dallas-Fort Worth area.

Position Overview
The Senior Customer Success Manager at SPOTIO plays a crucial role in ensuring that clients realize their desired outcomes and extract maximum value from our platform.

This position involves identifying customer challenges, delivering tailored solutions, providing technical assistance and training, and guiding clients to optimize the software according to their specific business requirements.

Key Responsibilities

Customer Retention and Growth:
- Foster customer loyalty and drive renewal initiatives to establish enduring partnerships with our esteemed clients, aiming for a 95% Gross Revenue Retention (GRR).
- Recognize opportunities for account growth and collaborate with various teams to facilitate expansion.
- Address and resolve customer escalations effectively.

Customer Satisfaction and Relationship Management:
- Build and maintain strong relationships with clients to comprehend their needs and ensure satisfaction.
- Track customer health indicators and proactively tackle any issues to sustain robust relationships.

Product Knowledge and Training:
- Acquire comprehensive knowledge of our products and services to effectively train clients and enhance their usage.
- Act as a product authority, offering insights on best practices to optimize client outcomes.

Process Enhancement:
- Identify and recommend improvements within the customer success framework and work with stakeholders to implement changes.
- Continuously assess and refine customer success methodologies to enhance efficiency and effectiveness.

Qualifications
- Minimum of 1 year of experience in customer success, account management, training, or a related field.
- Bachelor’s degree in business administration, marketing, communication, or a related discipline.
- Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly.
- Proven ability to understand customer needs and devise innovative solutions.
- Strong analytical capabilities with experience in data evaluation and interpretation.
- Ability to thrive in a dynamic environment and adjust to shifting priorities.

Preferred Qualifications:
- Familiarity with CRM software (e.g., Salesforce, Catalyst) and other relevant tools for managing customer relationships and data analysis.
- Leadership experience with a background in managing teams or spearheading cross-functional projects.
- In-depth knowledge of the field sales landscape, including market trends and customer challenges.
- Certifications in customer success, project management, or related fields are advantageous.

Benefits:
- Comprehensive medical insurance coverage.
- Dental and vision insurance with substantial employer contribution.
- 401K plan with company matching.
- Annual learning and development stipend.
- Generous paid time off and holidays.
- Access to voluntary benefits and professional counseling services.
- Flexible work-from-home options.

Work Environment:
This role operates in a hybrid model, with specific onsite and remote work expectations.

SPOTIO Values:
- Commitment to understanding and achieving customer goals.
- A competitive spirit that drives success through ownership and urgency.
- Striving for excellence in all aspects of work.
- Fostering open and honest communication with clear performance metrics.
- Valuing collaboration with team members, clients, and partners to accelerate success.
SPOTIO is dedicated to equal employment opportunities and values diversity in the workplace.