ServiceTrade
SaaS
CustomerSuccessManager
“Customer Success Manager at ServiceTrade. Skills: Customer Success Management, SaaS platform adoption, Customer value realization, Account management, Customer relationship management. Providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. Owning a dedicated book of business ($4-5M ARR)”
What You'll Achieve.
Drives ServiceTrade platform adoption and customer value; Ensure that your accounts are happy, healthy, and ready to grow with ServiceTrade; Overall adoption and utilization of ServiceTrade’s best-in-class software features leading to unbelievably customer satisfaction, retention, and loyalty; Drive company attainment of GRR and NRR goals
Industry & Context.
problem solving; Address issues that prevent customers from maximizing their adoption of ServiceTrade; maintain Risk Mitigation plans for accounts that need additional support
Ability to travel as needed (10-15%), Must reside in one of the listed states to be considered. (AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)
What They're Looking For.
Must Have
2-3 years supporting or implementing complex saas solutions, Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen, Able to clearly frame a problem, collect necessary information and obtain a resolution, Displays professionalism and composure in difficult situations, Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce. com, Zoom/Google Meet
Nice to Have
Project Management skills, ideally with some formal training
What You'll Do.
Providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value
Owning a dedicated book of business ($4-5M ARR)
Partnering with Account Management and other cross-functional teams to conduct training and provide strategic recommendations for customers
Ensuring accounts are happy
and ready to grow with ServiceTrade
Becoming a product subject matter expert of ServiceTrade’s core platform and its add-on products
Working with customers to maximize the realized value of subscribed products
Guiding customers with best practices
documentation and recommendations for next steps to achieve successful outcomes
Maintaining accurate customer records and documenting customer interactions
progress and milestones
Addressing issues that prevent customers from maximizing their adoption of ServiceTrade
Maintaining Risk Mitigation plans for accounts that need additional support
Driving company attainment of GRR and NRR goals by ensuring customers receive full value from their ServiceTrade subscription
Collaborating with cross-functional partners in Sales
and Support to identify and resolve gaps in the customer experience
Collaborating with Product and Engineering on customer context for technical bugs or popular feature requests
How You'll Work.
Team & Collaboration
Partnering with Account Management and other cross-functional teams; Collaborate with cross-functional partners in Sales, Services, and Support; Collaborate with Product and Engineering
Process & Methodology
Project Management skills, ideally with some formal training
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