Sr Customer Service Manager

Our client is seeking a Remote Senior Customer Success Manager to join their team.

The Senior Customer Success Manager is the most crucial fulcrum of customer value creation. The Senior Customer Success Manager will own the company’s relationships with large and small customers, build and manage quarterly and annual plans for these customers, and deliver the company’s platform of solutions to these customers efficiently and effectively.

A Senior Customer Success Manager is part of the impactful Customer Experience team, which is accountable for the value we create for our customers. As such, the three core responsibilities of the role align with those of the Customer Experience team:

• Customer Value Creation: When the company begins their relationship with new customers, the Customer Experience team will be actively involved in bringing them on to the company’s platform by working directly with senior executives and frontline roles at our customers.
•  Customer Management: Once customers are established on the platform, the Customer Experience team will continue to own the relationship to ensure that customers are able to see increasing value from the relationship and this requires strong business acumen, problem solving skills, and relationship building ability.
• Internal Enablement: In addition to working directly with customers, the Customer Experience team will have the opportunity to work with internal leaders and teams to continuously improve our products and offerings to drive growth. We are looking for problem solvers with experience as individual contributors and as people developers.

Customer Experience roles are measured on the following competencies:

• Leadership: Demonstrate initiative and an ownership mindset, where individuals identify and own to completion value creating opportunities for customers, internal operations and product, and people.
• Problem Solving: Leverage structured thinking and focus on root causes to plan and solve problems once and for all.
• Customer Centricity: Embrace the idea that value creation enables customers to partner with the company perpetually and use every available opportunity to create value.
• Effective Communication: Exhibit the ability to set and manage customers’ and internal stakeholders’ expectations, along with the ability to communicate comprehensively and cohesively in written and verbal forms.
• Operational Discipline: Collaborate effectively with the rest of the team and meet customer needs through a strong grasp about processes and technology, and objective use of data.

What this role offers you:

• Work in a highly visible role where your efforts have a real business impact on our customers and our internal operations.
• An opportunity to directly own customer relationships that drive revenue for the company.
• Grow your career as the company continues to grow as a leader in the ESG space.

The ideal candidate will have the following professional experiences and inclinations:

• Bachelor’s degree in engineering, sciences, or business.
• 2-7 years of relevant post-bachelor’s experience in a project environment serving customers and/or internal stakeholders. E.g. Customer Success, consulting, or similar corporate roles with a mix of day-to-day operations and time-bound project experiences are desirable.
• Demonstrable interest/ experience in sustainability and ESG initiatives is preferred
• Demonstrable experience within with private equity clients is preferred
• Strong experience working across functions and seniority levels.
• An understanding of process methodologies and effective use of data, especially if trained in methodologies such as Six Sigma, or similar analytical frameworks.
• Experience with technology platforms such as ERPs, CRMs, or related niche technologies and an understanding of SaaS business model.
• Ability to learn and assess customer needs and a variety of business operating models.
• Interest in career growth through continuously developing breadth and depth of skills.

Benefits:

• Dynamic, entrepreneurial company backed by Venture Capital
• Health care, 401(k), and employee stock option benefits

Our client is a fast-growth company looking for an eager mind who wants to grow with them. Flexibility, curiosity, an entrepreneurial mindset, and strong work ethic are essential for this role. They have embraced a remote-working culture and is accepting top candidate across the US. This position is not eligible for H1B or other work visa sponsorships.