AdvicePay · 4 days ago
Enterprise Customer Success Manager
Bozeman, MT
Full-time
Hybrid
Mid Level
$89K/yr - $89K/yr
3+ years expAdvicePay is a company focused on providing a platform for Fee-for-Service programs, and they are seeking an Enterprise Customer Success Manager. In this role, you will serve as a trusted partner to key enterprise customers, guiding them through the post-sale journey and ensuring they effectively leverage the AdvicePay platform.
FinanceFinancial ServicesPaymentsSoftware
Responsibilities
Serve as the AdvicePay platform expert, making confident recommendations on how to best use products, features, and integrations to address business needs
Lead new customer implementations and other technical projects, wearing multiple hats as project manager, onboarding consultant, and trainer
Serve as the day-to-day contact for assigned customers’ leadership and admin teams for all questions related to AdvicePay; prepare agendas and lead regular check-ins, and respond to incoming questions via phone, Zoom, and email
Partner with AdvicePay technical resources to ensure proper solutions mapping and integrations based on each customer’s specific use case
Provide warm, friendly, intelligent customer service in all interactions with customers
Develop and share content to promote product and practice management best practices in the form of webinars, blog posts, and newsletters
Develop training materials based on customers’ unique setup
Act as a director, orchestrating internal teams to deliver value for customers through product features, integrations, educational content, and customer support
Respond quickly to customer issues (requests, concerns, ideas, etc), ensuring that issues are closed out, and outstanding conversations are 'closed' in a timely manner
Execute our Customer Success Playbooks and best practices around onboarding, customer product feedback, feature adoption, and ongoing Enterprise support
Attend conferences and talk to advisors to promote AdvicePay
Anticipating 4 - 8 per year
Attend customer site visits and in-person strategy and/or work sessions
Anticipating 4 - 8 per year, depending on new customer contracts
Serve as an escalation point for customer support for customer-specific issues
Work closely with Relationship Manager on items including, but not limited to: customer concerns, customer feature request prioritization, renewals, business review prep, expansion opportunities, and custom projects
Translate customer needs and opportunities into product feature requests, helping the Product team understand the scope and impact of the requests
Build and execute customer success plans, ensuring that each customer interaction is intentional and that we are working toward making progress on closing out customer issues and accomplishing mutual action plans
Other duties as assigned
Qualification
Required
3+ years of experience working in a high-touch customer-facing role (Customer Success, Professional Services, Sales or Project Management) in fast-paced environment
Ability to manage multiple concurrent complex projects (most importantly implementation and roll-out) while providing a seamless customer experience
High sense of personal responsibility + integrity
An understanding of and strong alignment with our core values
Legally authorized to live and work in the United States
Preferred
Experience working in a Customer Success or Sales or Project Management role in a SaaS environment
Experience working in financial services whether as a paraplanner, client services manager, relationship manager, advisor, operations manager, etc
Experience building out a resource program for financial advisors
Experience implementing new workflows and technology within a financial planning firm
Experience with feature adoption initiatives
CERTIFIED FINANCIAL PLANNER™ professional designation
Benefits
Flexible paid time off days to maintain work-life harmony (we encourage and support that you take •at least• 3 weeks off per year!)
11 paid holidays when the office is closed
401(k) with match - you put in 6% and we put in 4.5%
12 weeks of paid parental leave for the birth or adoption of a child
Health benefits package provided of up to $450/month for an individual, $1000/month for families
Dental, Vision, Voluntary Life and AD&D, and Accident insurance options
Employer-paid life insurance
Employer-paid long-term disability coverage
Up to $1800/year to cover the cost of working with a financial planner, plus up to $500 toward the one-time upfront fee
$250/quarter to spend on yourself specific to our core value of “Be Well Being You”
$500 donated to a non-profit organization of your choice when you volunteer 40 hours/year
$2,000/year in Professional Development funds
A sabbatical program that includes a cash bonus and extra time off at 5, 10, and 15 years
Subsidized employer-sponsored childcare through our partner daycare program for Bozeman area Team Members
Pet insurance
Company-owned laptop provided
Company
AdvicePay
AdvicePay is a developer of a payment processing platform created to change compliant retainer billing.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$3.85M2020-10-13Series Unknown· $1.07M
2019-01-24Seed· $2M
2018-07-03Seed· $0.28M
Leadership Team
Alex Sauickie
Chief Executive Officer
Scott Doty
Chief Information Security Officer
Recent News
Company data provided by crunchbase