Customer Success Manager

ServiceTrade is a best-in-class field service management platform that helps commercial contractors enhance their operations. The Customer Success Manager will provide strategic guidance to customers, ensure platform adoption, and collaborate with cross-functional teams to maximize customer satisfaction and retention.

Responsibilities:

• Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
• Work with customers to maximize the realized value of subscribed products
• Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
• Maintain accurate customer records and document customer interactions, progress and milestones
• Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
• Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
• Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
• Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests

Requirements:

• 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
• Project Management skills, ideally with some formal training
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
• Ability to travel as needed (10-15%)
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet