Customer Success Manager

Company: Shiftboard
Location: Seattle
Posted on: May 16, 2022

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. 5IQM6UNzNE

Keywords: Shiftboard, Seattle , Customer Success Manager, Executive , Seattle, Washington