180 applicants

Company

Original Job Post

AbsenceSoft · 2 days ago

Customer Success Manager

Denver Metropolitan Area

Full-time

Onsite

Mid Level

$80K/yr - $90K/yr

4+ years exp

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Responsibilities

Be the primary point of contact throughout the customer journey.

Drive adoption to AbsenceSoft platform.

Assigned to a portfolio of customers to manage customer relationships at all levels to become their trusted advisor and to accelerate adoption of AbsenceSoft core products and continuously prove/ increase value in our solutions.

Delivery Business Reviews (EBRs & QBRs), Health Checks, and operational meetings on a regular cadence with each assigned customer.

Achieve customer goals by providing proactive best practices with Leave Management, strategies, and use cases.

Facilitate introduction presentation (Project Handovers) to customers upon successful implementation go-lives, using Microsoft Teams Meeting or other web-hosted service.

Identify growth opportunities from the customer base by upselling customers on new product and service offerings.

Coordinate with cross-functional teams (Product, Implementations, Sales, Finance) to prioritize issues, analyze root cause and assist in efficient resolution of tasks/issues.

Work with Customer Support team members to identify trending issues with incoming support tickets and define/carry-out risk mitigation plans.

Communicate knowledge of new product improvements and features through release notes review meetings and “Lunch and Learns”

Track customer health and implement risk mitigation activities in real time to prevent customer churn

Ensure customer need is transformed into Product Roadmap -"High Priority” vs “Nice to Have”

Collaborate with Customer Success leadership on contract renewal approaches to drive both long term contracts and rate uplifts for ARR growth

Enable customer with eLearnings and tutorials, as well as provide product training “refreshers” as needed

Support Finance by tracking down outstanding invoices and collections with customers as needed

Serve as escalation point of contact for all account issues/items

Minimal travel expected - less than 10% per year

Project manage client initiatives - both internally and externally

Advocate for customers internally

Develop customer stories, case studies, and client references.

Participate in highly compliant environment while assisting to maintain company controls and security within your job role.

Other duties as assigned.

Qualification

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Strategic account managementB2B SaaSCustomer data managementUpsell/cross-sellHR policies knowledgeMicrosoft OfficeCommunicationOrganizationProblem-solvingPricing/quoting experienceSoftware Development Life Cycle