Customer Success Manager

CUSTOMER SUCCESS MANAGER

Job Description

Agile Frameworks® provides comprehensive software-as-a-service solutions that integrate corporate, field, and lab data for business process automation across architecture and engineering disciplines. We transform workflows, create high-value data, and deliver outputs our customers can trust resulting in industry-leading productivity and profitability.

The Customer Success Manager provides ongoing Customer Success and account management for designated customers, as well generating opportunities to increase customer growth and usage of Agile Frameworks services. This will be accomplished by utilizing personal knowledge, tools, and resources within Agile to understand customer business needs and how Agile Frameworks can help achieve them.

This is a full-time (40 hours) hybrid position working in our Bloomington, MN office Tuesday through Thursday from 10am-3pm and remotely the remainder of the week.

Responsibilities

• Serve as the lead point of contact for assigned customer accounts.
• Work with professional services team to transition customers; understand client stakeholders, processes, and business practices.
• Collaborate with Product and Marketing teams to drive maximum adoption.
• Build and maintain strong trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
• Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
• Increase customer satisfaction by understanding business needs and providing solutions such as product/module additions, model changes and expanded usage, enabling customers to get even more value.
• Identify at risk customers and address issues with internal teams.
• Advocate customer needs/issues cross-departmentally - Work with other functional teams to channel client feedback and solutions into feature enhancements.
• Track, analyze, and implement solutions for metrics including but not limited to: Net Promoter Score, customer retention/churn, etc.
• Set and manage expectations with customers, including regular and timely communications, facilitate conference calls / remote sessions to resolve product issues.
• Gain an understanding of the total complement of potential end users by archetype.
• Negotiate and close renewal contracts for assigned customer accounts.
• Identify and close upsell / cross sell opportunities for customer growth and maximizing user adoption.
• Create advocates for Agile Frameworks; Referenceable accounts, case study participants, etc.
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders through the forecasting and tracking of key account metrics.
• Prepare reports on account status.
• Assist internal Technical Support with challenging client requests or issue escalations as needed, assess, and understand the impact, severity and urgency of issues.
• Escalate high priority issues to appropriate internal stakeholders as necessary and appropriate.
• Attain and maintain working knowledge of Agile Frameworks’ products and technologies.
• Maintain a high level of professionalism with a friendly, open, approachable, positive attitude.
• Duties and technical issues may require occasional extended work hours, including weekends and holidays.
• Other duties as assigned.

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Ideal Work Experience and Skills

• 5+ years' SaaS experience as a Customer Success Manager, Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager, Solutions Consultant, or relevant role.
• BA/BS degree in Business Administration, Sales or relevant field or equivalent work experience.
• Ability to communicate to and influence key stakeholders at all levels of an organization.
• Proficiency with MS Office; Excel, Word, PowerPoint.
• Experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot), Dropbox, Smartsheet.
• Experience working with internal cross-functional teams.
• Experience delivering client-focused solutions to meet customer needs.
• Proven ability to successfully maintain multiple accounts, while maintaining sharp attention to detail.
• Understanding of and ability to ask open-ended/close-ended/probing questions.
• Excellent listening, negotiation and presentation abilities.
• Strong written and verbal communication skills.

Travel Requirements

Up to 15% travel may be required for this position.

Benefits

Medical, dental, vision, HSA (with a $75 monthly employer contribution), FSA, EAP, unlimited PTO, monthly cellphone reimbursement, 401(k) with company match and paid parental leave. STD, LTD, Life and AD&D are 100% employer paid.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) 3% Match
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Happy hour
• Health insurance
• Health savings account
• Life insurance
• On-site gym
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance
• Work from home

Compensation package:

• Quarterly bonus

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: Hybrid remote in Minneapolis, MN 55431