ServiceTrade · 1 week ago
Senior Customer Success Manager
Durham, NC
Full-time
Hybrid
Senior Level
7+ years expServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. They are seeking a motivated and skilled Senior Customer Success Manager to engage with strategic accounts, providing guidance to drive platform adoption and customer value.
E-CommerceEnterprise SoftwareMobileWeb Apps
No H1B
Responsibilities
Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
Work with customers to maximize the realized value of subscribed products
Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment
Maintain accurate customer records and document customer interactions, progress and milestones
Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests
Qualification
Required
7+ years supporting or implementing complex SaaS solutions
Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
Able to clearly frame a problem, collect necessary information and obtain a resolution
Displays professionalism and composure in difficult situations
Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
Ability to travel as needed (10% or less)
Benefits
Medical with Cigna (2 options)
Dental and Vision with Unum
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Community Impact Program (Volunteer)
Employee Reimbursement Program
Company
ServiceTrade
ServiceTrade offers mobile and web apps for maintenance businesses to deliver more service calls and connect with their customers.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$119.81MKey Investors
JMI EquityFrontier Growth
2021-12-06Private Equity· $85M
2020-08-04Series Unknown· $30M
2015-05-04Series Unknown· $4.11M
Leadership Team
William Chaney
Chief Executive Officer
Brian Smithwick
Chief Technology Officer / Co-Founder
Recent News
Company data provided by crunchbase