Customer Success Manager
Company: Shiftboard
Location: Seattle
Posted on: May 16, 2022
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Job Description:
Job Description We are looking for the next member of our
outstanding customer success team Customer Success Managers are
responsible for successfully onboarding our new customers. You will
liaise between the customer, sales, support, and product management
to ensure successful implementation of ScheduleFlex and SchedulePro
workforce management solutions. Leading customer implementations,
Customer Success Managers establish long-term relationships with
new clients, understand their business goals, plan and drive
onboarding projects to completion, envision and provide a relevant
solution design that encapsulates industry best practices, and
follow a defined implementation process that consistently delivers
on implementation milestones and target completion dates. Customer
Success Managers are also responsible for proactively checking in
with existing clients. This entails answering technical and
non-technical customer inquiries, providing additional training,
communicating system improvements, and managing feedback. You will
contribute to helping with documentation, expanding our social
media presence, and may write articles for our blog. Who we're
looking for You have the ability and interpersonal skills to build
relationships and trust with new customers, gather the right
requirements from them, configure appropriate solutions for their
needs, liaise with the development team on any required software
extensions, deliver the "finished" product into users' hands, and
leave them confident in using the software. You are organized and
logical in your approach because you are responsible for keeping
projects on track and manage change within organizations. You will
create and drive progress to project timelines when working in
Agile with waterfall-minded customers. You want to deliver amazing
service. You understand that SaaS businesses sell a service and not
just a product - and that the solution you are designing is for the
customers that use it. You look for every opportunity to delight
customers and users. You will help look for ways to optimize our
service offerings from sale to post-launch. You are technically
minded, think systematically, and thrive on seeing customer
projects launch successfully (and, of course, you'll have helped
define what "success" looks like). You know there's no perfect
solution, but you feel pretty good when you've come close What
you'll do Manage projects by creating implementation work plans,
facilitate status calls that drive completion of project
milestones, and provide project progress reporting. Track and
report on hours spent on customer projects. Uncover, analyze, and
comprehend a variety of system requirements requiring review and
consideration of multiple business priorities. Advise customers on
solution features, configuration options, and system processes and
procedures. Configure and customize new SchedulePro and
ScheduleFlex customer instances, as well as understand and
configure interfaces to third-party applications. Manage changes to
requested solutions, including following the documented change
request process for scope and billing management. Onboard clients,
including creating training material and conducting effective
training calls and/or visits with clients. Proactively surface
project risks and issues for the team to address as well as provide
consultative guidance and dynamic solutions for any issues that
arise. Provide proactive outreach at all stages of the customer
lifecycle. Identify, prioritize, and resolve client
issues/concerns; coordinate with appropriate internal departments
to provide responses and/or solutions. Develop and maintain strong
relationships with colleagues and clients to ensure maximum
satisfaction and retention levels. Participate in customer support
standby rotations when the regular support team is unavailable.
Assist, if requested, in the sales process, providing technical
sales support. Become an expert in the features, benefits, and
implementation of Shiftboard's SchedulePro and ScheduleFlex
solutions. Skills you'll need Bachelor's degree in business or
technology with one or more years' experience implementing business
software in a consultative role within a SaaS environment preferred
though greater experience in a related role with increasing
responsibility may be considered as an appropriate substitution One
or more years of experience managing and successfully delivering
software implementation projects Two or more years of enterprise
application software implementation experience in a consultative
role, preferably within a SaaS environment Excellent communication
and presentation skills Must be personable and enjoy working with
people in an entirely customer-facing role Knowledge of project
management/delivery methods and tools Organized, detail-oriented,
and able to support many clients at once. Ability to deal with
ambiguity and structure the unstructured Demonstrated ability to
work both collaboratively as part of a team and independently with
minimal supervision Strong problem resolution skills and proven
ability to engage and interact with internal teams to resolve
client issues Work logically to diagnose and resolve basic to
intermediate issues and recognize circumstances that require
escalation Working knowledge of Scrum and other Agile methodologies
Bonus: previous experience with programming, or ability to write
simple database queries and scripts Comfortable using and learning
software, including MS Office (Excel), multiple internet browsers,
ticketing/tracking systems Experience in the Workforce Management
domain preferred Experience with Salesforce (or other CRM) desired
Ability to travel (job requires up to 30% travel) Comfortable
working as needed in a remote environment with video-conferencing
tools What you'll get Competitive wages ESPO (employee stock option
program) Medical/dental/vision coverage 401(k) Unlimited PTO and 11
paid holidays per year Flexible remote/hybrid work from Seattle, WA
or Vancouver, BC office (fully remote may be considered for the
right candidate, but must be a resident of Washington, Oregon,
California, or Texas) Career advancement opportunities Who we are
Empowering front-line operations whose everyday work is essential
to daily life has been our goal since day one. Backed by innovative
technology and an award-winning team, Shiftboard has supported over
265 million scheduled shifts for thousands of customers, including
Fortune 500 companies, providing the employment pipeline for over
$9 billion in wages earned. In March 2020, following increased
market demand for comprehensive workforce scheduling software,
Shiftboard merged with SchedulePro to deliver the most advanced
workforce scheduling solutions on the market today, designed to
empower 24/7 operations such as manufacturing, energy, healthcare,
and public safety. In our constant pursuit to better serve our
customers, all team members bring creativity, pragmatism, and
intellectual rigor to their responsibilities. We have high
expectations of each other and work as a team to continually
improve our industry-leading platform. Our growth mindset, coupled
with execution, has allowed Shiftboard to create revolutionary
workplace solutions. Shiftboard seeks to make every employee feel
appreciated and welcome. We are an Equal Opportunity Employer and
prohibit discrimination and harassment of any kind. We are
committed to the principle of equal opportunity for all employees
and to providing a work environment that makes everyone feel an
integral part of the team. In addition to a competitive salary and
benefits package, we offer an employee stock option program, an
employee perks and wellness program, and an open communication
policy. If you appreciate being challenged to do your best work,
making a difference every day through innovation and commitment to
customers, please take the time to send us your resume.
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Keywords: Shiftboard, Seattle , Customer Success Manager, Executive , Seattle, Washington
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