54 applicants
FranConnect · 1 week ago
Customer Success Manager
Herndon, VA
Full-time
Hybrid
Mid Level
3+ years exp
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Information TechnologySoftware
Hiring Manager
Stephanie Opoku, SHRM-CP
Insider Connection @FranConnect
Responsibilities
Serve as the dedicated Customer Success Manager for the assigned book of business inclusive of Mid-Market and/or SMB customers.
Be a product expert and provide key client stakeholders strategic and tactical guidance to drive product adoption, usage, and value.
Lead regular optimization reviews to improve client utilization of their existing FC product mix.
Design and execute success plans, coordinating efforts among cross-functional teams.
Provide product education, enablement, thought leadership, and best practices to increase product usage.
Proactively identify account health risks and take actions to maximize revenue retention and mitigate churn.
Manage contract renewals, amendments, and renegotiations in collaboration with Account Management.
Identify upsell opportunities and partner with Account Management to drive account growth.
Engage with clients at all levels – end users, senior managers, C-Suite decision-makers.
Act as the voice of the customer to gather and provide product feedback to Product Management and Engineering teams.
Maintain an ongoing understanding of FranConnect products, the Franchising industry, and key market trends.
Qualification
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Required
Bachelor's degree: Business and Technical Degrees preferred.
3+ years of customer-facing / Customer Success Manager experience supporting B2B/B2C SaaS applications.
Proven success in effective delivery of Customer Success strategies while driving retention and churn goals.
Strong problem-solving and analytical abilities, with a keen attention to detail and a commitment to delivering exceptional service.
Strong interpersonal skills while managing a variety of internal and external relationships.
Strong commitment to, and experience with, cross-functional partnership.
Strong project and time management skills with the ability to prioritize effectively.
Naturally curious with the ability to learn and adapt quickly with minimal support and guidance.
Clear communicator with exceptional written and verbal communication skills.
Strong ability to adapt to change.
Some travel may be required (conferences, client sites, etc.)
Preferred
Experience in Franchising or with Franchise Management software.
Experience with ChurnZero and Salesforce.com.
Company
FranConnect
FranConnect is the #1 provider of Franchise Management Systems with the most comprehensive franchising solution on the Planet!
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2017-05-26Debt Financing· Undisclosed
2014-11-13Series Unknown· Undisclosed
Leadership Team
Gabby Wong
CEO
Andrew Jackson
Chief Technology Officer
Recent News
IT Brief Australia
2023-12-26
Company data provided by crunchbase
