Description

We are looking for an experienced Customer Support and Success Manager to manage the post-sales relationship for assigned accounts and end-users, for building customer loyalty and satisfaction team, consistent with revenue retention and growth objectives.

Responsibilities 

• Manage the post-sales relationship for accounts by serving as the primary client contact and advocate for day to day and escalated issues and request.
• Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment and performance measurement.
• Actively farm existing account base to identify new features or service opportunities and provide valuable account information and insight to support sales.
• Build and execute an account specific relationship framework inclusive of regularly scheduled status calls, account documentation, quarterly business reviews, and reference management.
• Analyze performance and operational data to improve CS output and efficiency.
• Deliver best in class, customer centric support
• Analyze and improve KPIs related to customer support and satisfaction.
• Optimize use of Zendesk as team grows.

Requirements

• 3+ years experience in account management/ client relationship support role.
• Self-starter, with proven professional success, who is prepared to work in a fast-paced, demanding environment.
• Experience in ZenDesk is a must.
• Tech-based, B-2-B experience.
• Proven track record of successfully building and nurturing multi-level client relationships.
• Success oriented attitude with focus on customer delight.
• Ability to tailor message formats and content based on audience.
• Ability to lead and develop clear and creative solutions to complex issues while managing multiple initiatives simultaneously.
• Comfortable dealing with complex customer relationships.
• Willingness to work after hours and weekend as needed.
• Bachelor's degree in communications or other relevant degrees.

Advantages

• Experience with NetSuite.