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Customer Success Manager

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 51-200H1B SponsorCompany Site LinkedIn

Location

Maine

Posted

100 days ago

Salary

$70K - $90K / year

Bachelor Degree4 yrs expExperience acceptedEnglishTableau

Job Description

• Drive Customer Success outcomes by owning, managing and growing our Arkalytics accounts • Develop executive-level understanding of accounts through quarterly business reviews • Expand our revenue in accounts through management of renewals and up-sell opportunities • Maintain high customer renewal rates • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores • Work closely and cross-functionally to develop programs and solutions that establish, expand, and deepen customer relationships • Remediate any customer issues immediately, escalate on time to the Head of Support Services, CTO, or CRO as required • Understand the ongoing and future project needs of the customer by discussing strategic initiatives as well as having a firm grasp on all tickets in their queue • Monitor the Community Forum for any constructive feedback and takeaways • Establish customer service best practices and processes • Additional responsibilities as assigned

Job Requirements

Bachelor's Degree in a relevant field or 4-6 years of experience in a similar role
Experience within Customer Success, Services, or a similar role
Strong focus on learning and understanding the goals and strategies of customers
Entrepreneurial, self-sufficient, and self-driven
Comfort making decisions under uncertainty
Strong empathy for customers and passion to achieve revenue expansion and growth
Analytical and process-oriented mindset
Enthusiastic, learner, mentor and driven with a positive attitude
Excellent communication and presentation skills – and a commitment to maintain good internal and external relationships
Passionate about building a business that transforms Credit Union analytics
Excellent communication and interpersonal skills, both written and oral
Critical thinking and problem solving skills
Ability to multitask, organize, and prioritize work and conflicting priorities
Experience working with visualization tools such as Tableau or PowerBI
Preferred Experience
Experience with Jira/Confluence (experience with Jira Service Desk is a plus)
Experience working with financial institutions such as Credit unions, Banks

Benefits

A flexible remote work policy with optional access to our Portland, Maine office
A 4-day workweek after 3 years of service
Generous paid time off, including 11 holidays
Medical, disability, life insurance, and optional dental/vision
401(k) retirement plan with company match
Training & certification reimbursement
Milestone recognition programs, annual PTO increases, and more