Customer Success Manager

We're a Colorado based company in the Property Technology industry, and we're growing by double digits as an industry leader. At TouchSource, we do things differently. TouchSource delivers simple solutions for smart spaces that engage people. We believe in excellence and execution. We create partnerships and collaborate transparently to deliver a different kind of experience for our customers. We believe in simplicity. We're a good partner to our customers. And we bring innovation to everything we do. Just ask the 10,000 customer we've proudly served the TouchSource way.

The Customer Success Manager will be responsible for coordinating with customers and multiple teams to oversee the design, implementation, and successful completion of electronic directory and digital sign projects. The ideal candidate will possess two essential capabilities: (1) Demonstrated ability to efficiently manage a high volume of activities and projects, and (2) a strong willingness and desire to adapt and learn in a rapidly evolving industry and company.

Essential Functions:

• Utilize independent problem-solving and decision-making skills to successfully execute revenue-generating projects.
• Effectively manage and oversee complex projects with minimal supervision.
• Collaborate with customers to understand project requirements and provide the most suitable design and functionality solutions.
• Guide customers through the content, design, and delivery process while advocating for their needs within TouchSource.
• Apply critical thinking and sound judgment to troubleshoot issues and work closely with internal stakeholders to deliver projects successfully and maximize customer satisfaction.

Sample Activities to Fulfill the Duties:

• Manage multiple projects from sales closure to project completion.
• Communicate with clients and relevant resources via phone and email.
• Maintain high responsiveness and provide quick responses to inquiries.
• Conduct project kickoff calls and validate orders.
• Continuously communicate with customers to gather necessary project content.
• Coordinate with designers, facilitate iterative approval processes, and provide clear communication and instructions.
• Collaborate with the Warehouse/Operations team to address hardware and custom build requirements after the sale.
• Provide reminders for deposit payments and confirm shipping information and schedules.
• Effectively balance and manage multiple projects, including both standard products and larger custom deployments.
• Maintain an efficient project flow at all stages of completion, working towards revenue targets and assisting with projections.
• Keep customers and team members informed of progress, issues, and any delays.

Qualifications:

• Ability to handle a high volume of tasks and effectively manage them using web-based tools and personal tracking systems.
• Excellent communication skills.
• Comfortable managing a large number of customer requests.
• Meticulous attention to detail and strong follow-through abilities.
• Highly organized and efficient.
• Capable of managing multiple projects with deadlines.
• Possesses a customer-friendly attitude and is a team player.
• Exhibits patience, tolerance, and understanding along with persistence and initiative.
• Demonstrates a sense of ownership, not only for projects but also for client success.
• Strong problem-solving skills.
• Self-driven and motivated.
• Some experience or training in project management.
• Proficiency with Windows and MS-Office applications. Salesforce experience is a plus.

What We Offer

• Competitive salary and bonuses based on achievable goals.
• Full benefits (Health, Vision, Dental).
• Competitive PTO.
• Growth opportunities that accompany a high growth organization.
• Training in top shelf business, software and B2B practices from Fortune 500 executives.
• Fun and supportive work environment.
• Top-rated company culture.

Salary Range $50-80k base salary

Job Type: Full-time

Pay: $50, $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Volunteer time off

Ability to Commute:

• Lafayette, CO Preferred)

Work Location: Hybrid remote in Lafayette, CO 80026