EverPro - Customer Success Manager, (Remote US) at EverCommerce in Remote- US

Job description

• We are looking for a Customer Success Manager to focus on our GuildQuality product line within Customer Experience Solutions: pulseM, Customer Lobby, GuildQuality and Listen360. Our software enables businesses to effortlessly connect with their customers, build trust and loyalty, and most importantly, reach higher levels of success. The ideal candidate will be responsible for nurturing relationships with our client base at scale, ensuring they receive significant value from our products. This role involves a mix of relationship management, strategic account oversight, and direct support to enhance client loyalty and retention.

Responsibilities

• Client Relationship Management: Establish and maintain relationships with clients. Serve as the main point of contact and build an advisory relationship at scale. This position will be responsible for oversight of clients at scale.
• ROI Optimization: Utilize deep product knowledge to help clients understand the value and ROI of their investments in our solutions. Guide clients in optimizing their use of our products to achieve their business goals.
• Sales Opportunities: Identify opportunities to upsell and cross-sell features that enhance client success.
• Support Team Assistance: Provide low-level support to the customer support team, aiding in the resolution of complex issues or escalated client problems.
• Provide On-Going Training: Deliver customized product training sessions to client groups, ensuring they have the knowledge and skills to effectively utilize our solutions, and provide ongoing support as needed to facilitate optimal product usage and customer satisfaction.
• Work with the support team on implementation and brand inquiries to ensure satisfactory resolutions.

Requirements

• 2-5 years relevant service/relationship management experience
• Proven track record as a Customer Success Manager, Account Manager, or similar customer-focused role.
• Strong understanding of customer success operations and experience in managing client relationships within a technology-driven environment.
• Strong problem-solving skills, project management, time management.
• Excellent communication, negotiation, and presentation skills.
• Strong analytical skills with an ability to translate data into actionable plans.
• Business Consulting, Operations or Marketing background in a franchise system
• In-depth knowledge of SaaS software or similar analytical tools.
• Experience in managing strategic accounts and driving customer engagement in a SaaS environment.
• Experience with our GuildQuality software

Skills

Required

• Strong problem-solving skills
• Project management
• Time management

Preferred

• Experience with GuildQuality software

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Day 1 access to a robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Compensation: The target total compensation for this position is $50,000 to $60,000 USD per year in most US locations. Final offer amounts are determined by multiple factors including location, local market variances, and candidate experience and expertise, and may vary from the amounts listed above.