Senior Customer Success Manager

GuideSpark - Portland, OR (30+ days ago)2.8


The Customer Success Team at GuideSpark works with leading employers to help reach and engage their employees. We are looking for a passionate, entrepreneurial, and self-motivated Senior Customer Success Manager with demonstrated and successful customer onboarding, customer success, and building strong customer relationships for customer advocacy. The ideal candidate has a strategic focus, demonstrated experience with renewals and opening doors for upsells, and is capable of thriving in a dynamic, fast-paced work environment.

Responsibilities

  • Take ownership of key customer accounts in order to establish yourself as both an employee communications/engagement expert and a trusted partner to our valued customers.
  • Understand and align to your customers' business goals and objectives, ultimately driving Adoption and ROI.
  • Achieve Retention, Growth, and Customer Satisfaction goals of your accounts through best in class relationship management and customer service.
  • Closely manage and nurture accounts to identify and eliminate risk of attrition.
  • Ensure on-time delivery of our content + platform solution through effective, pro-active planning and communication.
  • Collaborate and communicate cross-functionally with internal team to ensure customer issues and opportunities are addressed in a timely manner.
  • Influence product roadmap by looking for customer trends and sharing feedback with Product, Solutions, and Marketing teams.
  • Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues.
Requirements

  • Bachelor's Degree or equivalent experience.
  • 4-7+ years of work experience, including 3+ years of related experience in a Customer/Account Management, or Employee Engagement/Communications role.
  • Strong customer presence with Executive-level audiences: ability influencing and supporting their customer needs while demonstrating diplomacy, tact and grace under pressure.
  • Passionate and pro-active: a driven, self-starter who can work independently and as part of a team.
  • Outstanding verbal and written communications skills.
  • Superior organizational and time management skills; excellent attention to detail.
  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment.
  • Proven track record of professionalism in a dynamic work environment.
  • Team player with strong collaborative skills – you've worked successfully in a busy team before.
  • Desire to do all of the above while developing professionally and being part of team that likes to have fun while working hard together.
GuideSpark is an E-Verify and Equal Opportunity Employer