Customer Success Manager

at Indeavor
Location Madison
Date Posted January 14, 2022
Category Call Centre / CustomerService
Job Type Not Specified

Description

Employment Category: Regular Full Time Exempt

Reports to: VP Customer Success

What We Do

Indeavor is a technology-focused enterprise workforce management solution provider through our SaaS platform we enable large organizations around the world in manufacturing (CPG & discrete), energy, healthcare, public service (government), and other complex/dynamic environments with cutting-edge employee scheduling and absence management optimization solutions.

By automating workflows and enterprise complexity, we ensure our customers always have the right person, in the right place, at the right time.

Our goal is to continue to empower these essential businesses by providing modern and creative software solutions, while partnering with and enabling their most valuable asset their employees.

What Youll Do

Customer Success Managers are responsible for managing a high-touch book of business. They drive customer value by understanding customer objectives, advocating for their customer's interests and fostering trusted relationships with key stakeholders. The ideal candidate is a strategic thinker that enjoys building value driving relationships and can think and operate on their feet.

Key Responsibilities:

* Maintain a Customer obsessed focus towards your book of business
* Serve as an expert in Indeavor's consumer base with an understanding of key value driving outcomes
* Relentlessly and proactively advocate for customer's business goals through the use of the Indeavor platform
* Partner with internal departments to maximize customer value through Indeavor solutions (e.g. Product, etc.)
* Maintain portfolio through data driven analysis utilizing metrics to recognize trends and optimize customer health
* Manage renewals and drive additional revenue through upsell and cross-sell opportunities
* Support onboarding, adoption and enablement of Indeavor solutions in conjunction with the Indeavor Implementation teams
* Support internal operations through maintaining and enhancing the Indeavor CS playbook
* Create and drive customer and portfolio specific success strategies
* Serve as an escalation point for key customers within your portfolio, partnering with internal departments to drive resolution of critical issues and closure of opportunities

Requirements

Preferred Skills and Experience

* Possess entrepreneurial spirit, drive and desire to grow within a high-growth company
* Ability to learn and understand workforce management industry and Indeavor value drivers
* Experience serving as revenue driving CSM a plus
* Experience with CS systems a plus (CXM, CRM, etc.)
* Excellent written and verbal communicator
* A positive, team-oriented attitude with a desire to help
* Fast, self-motivated learner

Other Considerations

* Candidates with business fluency in other languages are encouraged to apply, specifically German, Chinese, Portuguese and Spanish
* Candidate must be legally able to work in the US without sponsorship

Benefits

* Competitive salary, equity option plan, comprehensive health coverage and 401k
* Working with creative, smart and fun team members motivated by a collective goal
* Opportunity for customer facing travel
* Unlimited vacation policy and remote working opportunity
* Modern, downtown, dog-friendly offices

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