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Customer Relationship Manager

4 weeks ago

Columbus, Ohio, United States Useascend Full time
About the Role

We are seeking a highly skilled Customer Relationship Manager to join our team at Useascend. As a key member of our business development team, you will play a critical role in driving adoption and engagement of our product.

Your primary responsibility will be to work with new and existing business and enterprise customers to ensure they are delighted by our service. You will be responsible for effectively activating customers, building high customer satisfaction, and creating repeatable, scalable tactics to activate and engage our customer base.

As a Customer Relationship Manager, you will be the voice of our customers internally at Useascend, providing valuable insights and feedback to help us improve our deliverables and processes.

Responsibilities
  • Manage all post-sales activity for Useascend's business and enterprise customers through strong relationship-building, product knowledge, planning, and execution.
  • Maintain a deep understanding of our product to speak with customers about the most relevant features and functionality for their specific business needs.
  • Increase customer retention by conducting regular check-in calls and preparing monthly account reports for C-level executives and decision-makers.
  • Track accounts to identify churn risk and work actively to improve customer health and retention.
  • Function as the customer advocate and provide internal feedback on how Useascend can better serve our enterprise customers.
  • Partner with Sales to help scale Useascend's internal processes and improve sales processes based on customer feedback.
  • Partner with Product and Engineering on identifying product improvement requests and bugs.
Requirements
  • A strong desire to learn new skills and business problems, with a self-starter mentality.
  • Comfortable with the ambiguity and pace of an early-stage startup.
  • Able to drive customer onboarding, implementation, and consultation.
  • A proactive team player with ideas about customer activation, churn mitigation, and proactive alerts and reports to improve customer experience.
  • Able to design and build out processes that align with customer needs, while enjoying working closely with customers.
  • High social IQ when it comes to customer service.
  • A Bachelor's degree or strong work experience.
  • Prior customer success experience or equivalent.
  • Familiar with Salesforce, Zendesk, and other Software-as-a-Service (SaaS) platforms.
  • Experience in SaaS (preferred).
What We Offer
  • Competitive base salary and meaningful equity in a fast-growing company.
  • Flexible vacation policy to encourage people to recharge and get offline.
  • Productivity stipend.
  • Parental leave and flexibility for families.
  • 100% world-class Health, Dental, Vision for you and your dependents.
Equal Opportunity Employer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.