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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 colleagues.

We embody a customer-first approach in all our endeavors, prioritizing collective growth over individual accolades.

Integrity. We practice transparency, sharing insights and feedback openly. Every action is infused with honesty, fairness, and respect for both customers and team members. We uphold ethical standards, even in the absence of oversight.
Hunger. We set high expectations for ourselves and our teams, constantly seeking innovation and improvement, unleashing creativity and determination to deliver outstanding results.
Thrive. We are passionate about our work and strive to bring our best selves to the workplace every 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 premier clients.

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

We seek a proactive, strategic thinker with a fervor for customer success and a proven history of delivering tangible results.

Key Responsibilities:
Value Realization

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

Organize, prepare, and present Business Reviews for clients, concentrating on showcasing ROI to foster retention, renewals, and growth.

Relationship Management

Oversee multiple high-value strategic customer accounts, enhancing customer relationships while focusing on and boosting adoption.

Collaborate closely with internal TaskRay teams and leadership to drive outcomes.

Gain insights into industry trends, business challenges, and current and potential use cases for TaskRay.

By understanding customer needs, establish a strategic, trusted advisor relationship at the highest relevant levels, guiding clients on best practices and the long-term evolution and adoption of TaskRay products and features.

Develop and cultivate TaskRay advocates within your clients' organizations who will champion the platform.

Expand TaskRay's presence within customer organizations to ensure multiple advocates and stakeholders.

Success Criteria and Planning

Define success metrics with customers and validate outcomes.

Understand customers' business needs and how they achieve success through TaskRay's value drivers, initial evaluations, and desired business outcomes as they evolve.

Utilize customer cadence calls and QBR's/EBR's to create mutual success plans and actionable strategies.

Implement strategic adoption initiatives to facilitate customer engagement with existing and new features.

Cross-Functional Collaboration

Partner with Account Managers to strategically identify cross-sell/upsell opportunities while ensuring retention and minimizing churn.

Collaborate with Technical Account Managers to understand customers' technical requirements and assist in executing mutual action plans.

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

Triage and Risk Mitigation

Monitor customer 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 customers' long-term growth and success.

Product Knowledge

Maintain an in-depth understanding of TaskRay's product editions and the associated value drivers and features.

Develop a high-level technical understanding of TaskRay and Salesforce to better address customer needs, opportunities, and risk management.

Work towards Salesforce Admin Certification.

Qualifications:

3+ years of experience in a B2B SaaS Customer Success Manager, Account Manager, AE, or TAM role, engaging with all account levels.

2+ years in a quota-carrying sales position with a proven record of achieving goals.

Proficiency in Salesforce and a solid understanding of the Salesforce ecosystem is essential.

Experience managing a portfolio of business valued at $2M ARR or more, requiring intensive engagement and advanced planning.

Demonstrated sales experience with a consistent record of meeting and exceeding defined objectives.

Strong negotiation skills that assist customers in identifying and prioritizing opportunities, enabling them to realize value swiftly.

Proven ability to proactively identify risk areas within customer accounts and collaborate with internal resources, leadership, and Product to mitigate churn risks.

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

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

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

Proven ability to drive solution usage and adoption aligned with customers' business objectives.

Experience with Salesforce CRM and success plan development, defining desired business outcomes, and demonstrating ROI.

Compensation
Compensation for this role is aligned with experience.

The estimated total on-target earnings range is between $103,000-$138,000 annually, consisting of an annual salary between $86,000 - $115,000 and additional uncapped incentive compensation between $17,000 - $23,000.


Additional Benefits:
Medical, dental, and vision benefits (99% employer-paid for employees).
Flexible PTO.
Every other Friday off.
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 fosters an inclusive culture that values a diverse workforce across all roles and levels.

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.