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Client Success Strategist

2 months ago

Denver, Colorado, United States TaskRay Full time

About Us

At TaskRay, we understand that first impressions are crucial. Our mission is to provide businesses with an exceptional customer experience from the moment an opportunity is marked Closed Won. As a leader in post-sale work management within the Salesforce ecosystem, we facilitate a seamless transition from sales to customer success, enhancing efficiencies and creating unparalleled customer experiences—all integrated within Salesforce.

Our Culture
We prioritize the following values:

Connection: We foster genuine relationships with customers, partners, and one another, maintaining a customer-first mindset and focusing on collective success.

Integrity: Transparency is key; we share information and feedback openly, ensuring honesty and respect in all interactions.

Hunger: We set high expectations for ourselves and our teams, continuously seeking innovation and improvement to deliver outstanding results.

Thrive: Passion for our work drives us. We bring our authentic selves to the workplace, valuing contributions and supporting each other's growth.

About the Role:
As a Customer Success Manager at TaskRay, you will be instrumental in ensuring the success and satisfaction of our key clients. Your responsibilities will include building and nurturing strong relationships with strategic accounts, understanding their unique business requirements, and promoting the effective use of our solutions. We seek a proactive and strategic thinker with a genuine passion for customer success and a proven ability to deliver measurable outcomes. The ideal candidate will demonstrate ambition, teamwork, and problem-solving skills.

Key Responsibilities:

Value Realization:

  • Identify and deliver success for customers based on TaskRay's value drivers and their desired business outcomes through established success plans.
  • Prepare and conduct Business Reviews, emphasizing ROI to enhance retention, renewals, and expansion.
Relationship Building:
  • Manage multiple high-value strategic accounts, enhancing customer relationships and driving adoption.
  • Collaborate with internal teams and leadership to achieve results.
  • Stay informed about industry trends and customer challenges to guide them effectively.
  • Establish trusted advisor relationships by providing best practices and long-term strategies for adopting TaskRay products.
  • Develop and support TaskRay advocates within customer organizations.
  • Encourage broad buy-in for TaskRay within customer teams to cultivate multiple champions.
Success Criteria and Planning:
  • Define success metrics with customers and verify outcomes.
  • Understand customer needs and how they align with TaskRay's value drivers.
  • Utilize cadence calls and QBRs/EBRs to create mutual success plans and actionable strategies.
  • Implement strategic initiatives to facilitate customer adoption of existing and new features.
Cross-Functional Collaboration:
  • Work with Account Managers to identify cross-sell/upsell opportunities while ensuring retention.
  • Partner with Technical Account Managers to address customers' technical needs and execute mutual action plans.
  • Collaborate with Product, Marketing, and Engineering teams to advocate for customer feedback.
Triage and Risk Mitigation:
  • Monitor usage trends and collaborate with internal teams to develop risk mitigation strategies.
  • Engage with leadership on risk management to support customers' long-term growth.
Product Knowledge:
  • Maintain a comprehensive understanding of TaskRay's product offerings and associated value drivers.
  • Develop technical knowledge of TaskRay and Salesforce to better serve customer needs.
  • Pursue Salesforce Admin Certification.
Qualifications:
  • 3+ years of experience in a B2B SaaS Customer Success role or similar.
  • 2+ years in a sales role with a proven track record of achieving goals.
  • Proficiency in Salesforce and knowledge of the Salesforce ecosystem.
  • Experience managing a significant book of business requiring intensive engagement.
  • Strong negotiation skills to help customers prioritize opportunities.
  • Ability to identify and address risks within customer accounts proactively.
  • Skilled in managing multiple projects and stakeholders with effective communication.
  • Strategic thinker capable of navigating complex situations independently.
  • Proven ability to build strong relationships with stakeholders at all levels.
  • Experience in driving solution usage that aligns with customer objectives.
  • Experience with Salesforce CRM and success plan development.
Compensation:
Compensation for this role is competitive and commensurate with experience, including an annual salary and additional incentive compensation.

Location:
This position operates in a hybrid model.

Diversity and Inclusion:
TaskRay is committed to fostering an inclusive culture that values diversity in all roles and levels. We provide equal opportunities to all qualified applicants and encourage those who meet some but not all qualifications to apply.