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Client Success Strategist

2 months ago

Denver, Colorado, United States TaskRay Full time
About Us
First impressions are crucial.

TaskRay is dedicated to ensuring businesses embark on their journey with an exceptional customer experience once the opportunity is marked Closed Won.

TaskRay stands as the frontrunner in post-sale work management within the Salesforce ecosystem.

We facilitate a seamless transition from sales to customer success, enhancing efficiencies and crafting unparalleled customer experiences – all integrated within Salesforce.

Our Culture

We hold the following values in high regard:

Connection: Foster genuine relationships with customers, partners, and each other.

We embrace a customer-first philosophy in all our endeavors, continuously learning and prioritizing the collective 'We' over the individual 'I'.

Integrity: We practice transparency, sharing information and feedback openly. Every action is infused with honesty, fairness, and respect for both customers and colleagues. We commit to doing the right thing, even when unobserved.
Hunger: We maintain high expectations and strive for excellence within ourselves and our teams. We are always seeking innovation and improvement, unleashing our creativity and determination to deliver outstanding results.
Thrive: We are passionate about our work and bring our best selves to the office each day.

We engage as authentic individuals who communicate sincerely, appreciate others' contributions, and invest in mutual growth.


Role Overview:


As a Customer Success Manager at TaskRay, you will be pivotal in ensuring the success and satisfaction of our key clients.

Your responsibilities will include establishing and nurturing robust relationships with significant accounts, comprehending their distinct business requirements, and promoting the adoption and effective utilization of our solutions.

We seek a proactive, strategic thinker who is passionate about customer success and has a proven history of achieving measurable outcomes.

Key Responsibilities:
Value Realization

Comprehend and deliver success for clients based on TaskRay's value drivers and desired business outcomes through established success plans and regular meetings.

Prepare and conduct Business Reviews for clients, emphasizing ROI to enhance retention, renewals, and expansion.
Relationship Management
Oversee multiple high-value strategic customer accounts, deepening relationships while focusing on and enhancing adoption.
Collaborate closely with internal TaskRay teams and leadership to drive results.
Stay informed about industry trends, business challenges, and current and potential use cases for TaskRay.

With a clear understanding of client needs, cultivate a strategic, trusted advisor relationship at the highest relevant levels by guiding clients on best practices and the long-term evolution and adoption of TaskRay products and features.

Develop and foster TaskRay advocates within client organizations who champion the platform.
Expand TaskRay's presence within client organizations to ensure multiple advocates and stakeholders.
Success Criteria and Planning

Define success metrics with clients and verify outcomes.

Gain insight into clients' business needs and how they achieve success through TaskRay's value drivers, initial evaluations, and desired business outcomes as they progress through various stages.

Utilize customer cadence calls and QBR's/EBR's to establish mutual success plans with clients and an actionable execution plan.

Implement strategic adoption initiatives to facilitate customer engagement with existing and new features.
Cross-Functional Collaboration

Work alongside Account Managers to strategically identify cross-sell/upsell opportunities and ensure retention while minimizing churn and contraction.

Collaborate with Technical Account Managers to understand clients' technical requirements and assist in driving thought leadership and execution of mutual action plans.

Engage with Product, Marketing, and Engineering teams to advocate for customer feedback.
Triage and Risk Mitigation

Monitor client usage trends and collaborate with Product, Technical Account Managers, and leadership to develop risk mitigation strategies.

Work closely with leadership on risk management and how the company can support clients' long-term growth and success.
Product Knowledge

Maintain a comprehensive understanding of TaskRay's product editions and the associated value drivers for each edition and specific feature sets.

Develop a high-level technical understanding of TaskRay and aspects of Salesforce to better comprehend client needs, opportunities, and risk mitigation.

Work towards Salesforce Admin Certification.

Qualifications: 3+ years of experience as a B2B SaaS Customer Success Manager, Account Manager, AE, or TAM working with various account levels.

2+ years in a quota-carrying sales role with demonstrated goal achievement.
Proficiency in Salesforce and demonstrated knowledge of the Salesforce ecosystem is essential.
Experience managing a book of business of $2M ARR or larger, requiring intensive engagement and advanced planning.
Proven sales experience with a consistent record of meeting and exceeding defined goals.
Strong negotiation skills that enable clients to identify and prioritize opportunities, allowing them to realize value more swiftly.

Demonstrated ability to proactively identify risk areas within client accounts and collaborate with internal resources, leadership, and Product to address and reduce customer churn risks.

Ability to manage multiple projects, priorities, and stakeholders with effective communication, delegation, and follow-up.

Strategic thinking and the ability to navigate challenging situations independently or with minimal assistance; this may involve conflict resolution, addressing technical issues, or managing client expectations during critical project phases.

Proven ability to manage, influence, and build strong relationships with client stakeholders at all organizational levels; from technical users to C-level executives.

Demonstrated ability to drive solution usage and adoption aligned with clients' business objectives.
Experience with Salesforce CRM and Success Plans development, defining desired business outcomes, and demonstrating ROI.
Compensation
Cash compensation for this role is commensurate with experience.

Estimated total on-target earnings range is between $103,000-$138,000 annually, comprising an annual salary between $86,000 - $115,000 per year and additional uncapped incentive compensation between $17,000 - $23,000 per year.


Additionally, TaskRay offers highly competitive non-cash compensation including:
Medical, dental, and vision benefits (99% employer paid for employees).
Flexible PTO.
Every other Friday off (Fri-yay).
12 weeks paid family and medical leave, 16 weeks for birthing individuals.
Company-paid life insurance.
401k matching.
Cell phone reimbursement stipend.
Wellness stipend.
Vacation bonuses.
Anniversary bonuses.
Employee Assistance Program.
Diversity Commitment
TaskRay is committed to fostering an inclusive culture that values a diverse workforce at all levels of the organization.

We strive to provide equal opportunities to all qualified applicants and make decisions based on job-related factors.

We encourage applicants who meet some but not all qualifications to apply.