ExakTime Inc.

  • Customer Success Manager

    Job Locations US-CA-Calabasas
    Posted Date 1 month ago(3/16/2018 2:41 PM)
    ID
    2018-1065
    # of Openings
    1
  • Overview

    ExakTime, leader in workforce management, is seeking a seasoned Customer Success Manager. 

    Are you a natural leader, expert communicator and highly detailed outcome oriented planner that absolutely loves working with people? Are you customer-obsessed?

    In this role you will be responsible for ensuring a successful onboarding experience (planning, configuration, training, implementation, support and follow up monitoring) for customers in the upper mid-market and major account segments.

    Responsibilities

    • Your duties will include:

    • Working closely with Sales, Technical Support, Development, Management and Executive teams to ensure client success and be the voice of customer within ExakTime

    • Internal and customer facing process documentation and training materials
    • Planning, Setup and Configuration
      • Planning customer onboarding journeys
      • Provisioning and configuring new customer accounts
    • Training/Coaching
      • Working with the customer to build the knowledge necessary to reach required value from our solution.
      • Introduce new capabilities that can drive further value.
      • Guided use of the product with the customer.
      • Demonstrating use cases to convey best practices.
    • Communication
      • Periodic interaction with the customer champion(s) to review program status and activities.
      • May also include management reviews on a weekly/bi-monthly/or monthly basis with customer executives in addition to the product champion depending on the depth of the engagement.
      • Announcing to the customer product features or applications that may be useful for them.
      • Proactive
    • Monitoring, Supporting, Driving
      • Keeping tabs on customer health indicators and taking action when required.
      • Reviewing usage data with the customer and driving adoption
      • Responding to complaints or requests from the customer
      • Finding and preempting problems which the customer may face before they ever raise them
      • Always focused on finding ways to get the customer more engaged and drive further value out of the solution

    Qualifications

    We are looking for the following qualifications:

    • 3+ years of experience in customer-facing role
    • Bachelor's degree in relevant field a plus
    • Excellent phone, written and verbal communication skills, strong organization and planning skills
    • Customer Success, Customer Service, Customer Relationship Management, Account Management and/or software sales experience
    • Consulting experience in related market segment and industry (SaaS)
    • Technology Implementation experience
    • Experience understanding technical concepts and architecting solutions and best practices, building roadmaps based off customer maturity, industry and market segment.
    • Project Management experience; creating plans for customers in phased approach
    • Microsoft Azure knowledge a plus
    • Microsoft Office Suite (Word, PowerPoint, Excel, Outlook, SharePoint, Teams)

    What We Offer:

    • An exceptional team of creative, motivated self-starters
    • A collaborative, casual office environment
    • Full medical, dental and vision plans
    • 401K matching program
    • Great work-life balance!

     

     

    ExakTime is proud to be an Equal Opportunity Employer. We encourage all qualified applicants to apply. Our policy statement can be viewed at www.exaktime.com/policy.    

     

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