Job Description:
The main function of a customer relationship manager is to build and maintain profitable relationships with key customers. The typical CRM will resolve customer complains quickly and efficiently.
Job Responsibilities:
-Managing a number of key customer accounts to maintain high satisfaction levels, adoption, expansion, and ultimately, renewal
-Understanding what the business outcomes are for each of your named customers
-Delivering regular customer business reviews and organizing success plans with with your customers
-Expanding our list of referenceable customers
-Helping to improve our processes, policies, and values so as to deeply integrate Kustomer into our clients’ everyday work lives
-Articulating and documenting processes to create a scalable infrastructure for our Customer Success team
-Influencing the direction of the Kustomer platform, funneling customer feedback into the Product organization while proactively helping customers understand how we’re working towards solutions that meet and exceed their expectations
-Acting as an advocate for the customer, quarterbacking the solving of complex problems within our organization and escalating when appropriate
-Working with Support to develop and refine a process to flag and resolve requests by key accounts - bugs, product gaps, wish list items, etc.
Skills:
-Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
-Highly organized - a project management background is a plus
-The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
-Ability to understand the features and use cases of the Kustomer platform.
-Strong technical domain knowledge of two or more of the following: SaaS, CRM, CX/Support Software, APIs, SQL, Analytics or Programming (HTML etc). Coding experience is required.
-Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
-The capacity for creative problem solving
-Experience with advocating for your customers’ needs within our organization and driving to solutions
-Ability to use data and statistics to identify patterns and using them for enriching your recommendations for process/product improvements
Education/Experience:
-A bachelor’s degree or higher in Business, Information Technology, Engineering, Computer Science or related field, or equivalent professional experience. An MBA is a plus
-3+ years of customer success or account management with a technical (SaaS) product
This is the pay range that the employer reasonably expects to pay for this position: $27.54/hour $31.48/hour
Optional Benefits: Medical, Dental, Vision, 401K
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