Customer Success Manager
PaymentWorks is hiring a new member for our Customer Success team. You will own the customer relationship, acting as their trusted advisor and advocate, from sale closing onward.
You will deliver results-oriented management and efficient and effective support for each of your customers. This includes understanding the customer’s needs, KPIs, managing customer engagement, and ultimately helping the customer benefit tremendously from the use of our platform.
You are our ideal candidate if you are a self-motivated, top-notch communicator, and an artful problem solver who is able to handle the heat generated in a fast paced, dynamic environment that is scaling up. We encourage and reward initiative, drive, creative thinking, and ownership of process and procedure creation and implementation. We offer a challenging, driven environment where career growth is not only possible, but with initiative and effort, is probable.
What we are looking for: We are looking for someone who is willing to serve our customers, ensuring they maximize the value of their investment, and who will find ways to contribute to the continuous improvement of our platform. As the relationship through-line for the customer from the sales cycle onward you will: Cement yourself as a trusted/strategic advisor by developing long-term success plans, prioritizing enhancement and change requests, and managing expectations to maintain a high degree of confidence and trust with customers Understand and quantify customer goals, translating them into sales, implementation and support experiences that provide initial impactful value in a timely fashion Advise customers on best practices for designing, implementing and scaling usage of our platform Keep your eye on the scorecard by conducting routine account performance planning and business reviews Advocate internally for product or service enhancements that will solidify customer commitment to our platform Travel 30% (if/when life returns to ‘normal’)
Your experience and skills include: Developing strategies for customers to realize maximum value with a SaaS platform Superior ability to communicate with your voice, with your writing and with your presentations An ability to excel while no one is watching, and to also fully contribute to and positively influence a team A track record of not only identifying areas for improvement, but in making a compelling case for investment in those areas Top-notch organizational skills 5-8 years in account management, implementation or support for a SaaS company
Why work here? We are small and nimble and we move fast. New ideas, new problems to solve, and new customers happen every day We have options for flexible work schedules We have great benefits including unlimited PTO Every employee has an impact - no one here is a cog in a machine HQ in the Back Bay of Boston, convenient to subway and commuter rail lines
Applicants must pass a background check prior to being officially accepted for employment.
Applicants with all backgrounds, experiences, abilities, and perspectives are encouraged to apply.
PaymentWorks’ Business Identity Platform automates complex payee-management processes for every payee to eliminate the risk of business payments fraud, reduce cost and ensure regulatory compliance.
To apply for this position, send an e-mail to: email@example.com