Customer Success Manager

5 days ago


Raleigh, North Carolina, United States Relay Full time
About the Role

We are seeking a highly motivated and results-driven Customer Success Manager to join our team at Relay. As a key member of our sales team, you will be responsible for managing a portfolio of enterprise customer accounts, ensuring their successful onboarding, full lifecycle management, and support of our products and services.

Key Responsibilities
  • Account Management: Manage a portfolio of enterprise customer accounts, including onboarding, training, account configuration, and implementation.
  • Customer Communication: Communicate regularly with customers to develop a deep understanding of their needs, use cases, and pain points.
  • Product Expertise: Serve as the subject matter expert on Relay's product line, including device hardware, accessories, Relay App, Dash, and service/connectivity options.
  • Upsell Opportunities: Identify and communicate opportunities for upsell of additional Relay products.
  • Customer Support: Lead the customer communication plan and internal coordination/resolution of highly complex and/or critical customer questions/issues.
  • Trend Analysis: Effectively communicate trends in customer needs to company leadership.
  • Analytics and Reporting: Monitor analytics and reporting for your portfolio, including proactively communicating with customers whose performance or engagement fall below target metrics.
  • Sales Support: Assist in supporting/troubleshooting sales demos on strategic or high volume accounts.
  • Customer Support: Facilitate replacements and returns for poor performing devices or damaged accessories within warranty.
  • Documentation: Create and maintain help documentation online through self-service support to assist customers of all sizes with common questions or issues.
Requirements
  • Education: Bachelor's Degree in Business, Communications, or a related field.
  • Experience: 1+ years of experience in Customer Success Management and/or Account Management.
  • Skills: Self-driven work ethic, strong organizational skills, excellent analytical and communication skills, proven track record of successfully building and supporting relationships with all levels of seniority, mix of business and technical acumen, ability to handle ambiguous or challenging situations, and ability to thrive and react to changing business needs within a startup environment.
  • Desired Knowledge: Knowledge and experience using and supporting enterprise software, experience with CRM and ticketing tools.
About Us

We have a culture where we empower our team members to do their best work. We call this idea BWIML (Best Work In My Life). It's truly amazing what happy, engaged team members can achieve. Our ever-evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future.

We offer a range of benefits, including:

  • 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you.
  • Generous Paid Time Off.
  • 401(K) Savings Plan + Company Match.
  • Baby Cash Reward + Paid Parental Leave.
  • Wellness Perks.
  • Free Snacks and Fun Times.
  • Latest tech, standing desks, and all the accessories and software you need to succeed in your role.

Please note that all finalist candidates must complete a successful background and reference checks prior to employment with Relay.



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