Customer Success Manager
4 weeks ago
Single Stop is seeking a Customer Success Manager to join our team. As a key member of our organization, you will play a critical role in ensuring the success and satisfaction of our partners. Your primary responsibility will be to facilitate onboarding, training, and consulting services for new and existing partners, ensuring they are fully supported from onboarding to ongoing use of our technology.
Key Responsibilities:- Onboarding & Training: Lead launch courses to onboard new partners to our technology, delivering training on best practices and providing ongoing support to ensure partners understand and effectively utilize the platform.
- Relationship Management: Serve as the primary consultant to partners, helping them implement and optimize their use of our technology. Provide tailored consulting services and solutions to meet specific partner needs.
- Performance Tracking: Monitor partner performance using data analytics to track outcomes, assess the effectiveness of implementations, and recommend improvements. Provide regular feedback to partners based on their results.
- Customer Retention, Success, and Expansion: Work proactively to retain customers by maintaining high levels of partner satisfaction, troubleshooting issues, and resolving concerns. Actively engage with partners to renew contracts and identify growth opportunities.
- Collaboration: Work closely with the Business Development team to ensure a seamless transition for new partners. Partner with the Director of Customer Success to develop training content and optimize consulting services.
- User Adoption & Churn Mitigation: Act as a thought leader within the organization by providing fresh, innovative ideas for increasing user adoption and reducing churn among partners.
- Bachelor's degree required.
- At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups.
- Previous experience at a SaaS company.
- Experience in account management, including the ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success.
- Proficient in utilizing technology to deliver training (teleconferencing, videos, online guides, learning management platforms, etc.).
- Clear ability to learn and teach the use of new technologies, platforms, and software features to users of all skill levels.
- Able to utilize data to assess performance and provide meaningful feedback.
- Proficient with Microsoft Office applications.
- Passion to work for a mission-driven organization.
- Experience designing and facilitating consulting experiences and services for clients.
- Proactive team player who brings fresh ideas for user adoption and churn mitigation.
Single Stop is an equal opportunity employer and welcomes applications from diverse candidates. If you are passionate about making a difference in the lives of others and have the skills and experience required for this role, please submit your application.
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