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Portfolio Customer Success Manager

Location : Charlotte, NC
Job Type : Direct
Reference Code : TAM
Hours : Full Time
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :
We are looking for high-energy individuals with a track record of excellence who thrive in team environments and who are passionate about the fast-growing SaaS industry to join our Customer Success team. You understand how to drive adoption at the customer to realize value. If you’re looking to further your career in customer success in a role that thrives in solving problems through data with and for customers, we’d love to talk to you!

This role will manage a portfolio of customers post-sales, drive user and platform adoption, satisfaction, and high retention. You will also leverage data to proactively intervene to steer customers back to health. From delivering an exceptional on-boarding experience to realizing the full value of  our products, you will help ensure customers achieve success in their business goals with our platform.

What You’ll Do

  • Proactively coach customers and deliver Customer Success Plans that enable fast deployment and adoption

  • Monitor account health and eliminate adoption gaps at the customers

  • Help customers course correct, aligned to the Customer Success Plan, to ensure customers realize the full value of our products 

  • Assist in training customers on using our products to troubleshoot real-time performance issues

  • Track accounts to identify churn risk and work proactively to eliminate that risk with the renewal and account teams

  • Ensure any account issues are resolved quickly, utilizing resources across Technical Support, Sales, Engineering, etc.

  • Function as the voice of the customer to provide internal feedback on how we can better serve them

  • Gain and maintain knowledge of the languages & technologies supported by our company

Required Qualifications :
Your Qualifications

  • 2-5 years of relevant work experience preferably with a SaaS software provider or professional IT services company

  • Familiarity with Cloud environments and integrations

  • Familiarity with DevOps Methodology

  • Strong written and verbal communication skills to be able to interface with practitioners and executive stakeholders

  • Experience successfully managing customer engagements to completion and customer satisfaction

  • Project management skills to drive a one-to-many portfolio of customers

  • Proficient understanding of Web/Mobile app development & architecture

  • Experience with at least one of the following programming languages: Java, .Net, Ruby, nodeJS, Objective-C, Java-Dalvik

  • Strong ability to align technical concepts & features to business needs

  • Ability to learn and adapt quickly in a high-growth, dynamic environment

  • Bachelor’s Degree or equivalent experience

Salary: 57,000 - 67,000 + Bonus 



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