Address
Form of workCompany Overview
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.
Work Location: AZ, MT, ME, MA, FL, or NH
Schedule: Monday - Friday 9:00AM - 6:00PM EST
Job Summary
If you have a passion for customer relations, enjoy and thrive in an agile, fast-moving, ever-changing startup environment, have excellent interpersonal skills, a sense of humor, and are a devout team player, then read on!
PoliteMail CSMs are the primary face of the company after the initial sale and they play a critical role by building customer relationships, being expert in all things PoliteMail, and becoming trusted advisors. They are responsible for customer onboarding, training, and support across the customer base.
Responsibilities and Duties
Serve as the Customer Success contact post-sale, beginning at onboarding and taking collaborative ownership through the entire customer lifecycle, including training and continual support.
Collaborate daily with the Implementation Team, Technical Support Engineers, and Account Managers for a full customer account overview.
Work to continuously improve customer journey mapping and playbook processes.
Engage and nurture key account contacts from day one, in order to build a strong relationship throughout the customer lifecycle.
Handle support related escalations in a timely and effective manner
Develop and implement customer action plan(s) with Account Managers
Proactively monitor account health and identify customers at risk for churn.
Strategize and collaborate with cross-departmental peers
Continuously self-educate about PoliteMail’s products and features.
Collaborate with the team for continuous process improvement
Advocate for prioritization of customer concerns for escalation to the Technical Support and Development team
Dedicated Team Player
- Other duties as assigned
Qualifications and Skills
5+ years of professional experience (2+ years in a SaaS environment preferred)
CRM experience
Prior experience in Customer Success, Customer Support, or equivalent history of increasing customer satisfaction.
A proven track record of success building strong relationships with customers
Motivated self-starter with a passion for working with customers
Excellent verbal and written communication skills.
Preferred Skills:
Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365
Bachelor’s degree (or equivalent experience)
Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.
Ability to perform in a dynamic and fast-paced environment.
Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.
Benefits and Perks
Health Insurance
Dental Insurance
Vision Insurance
401k & Company Match
Generous PTO & Company Holidays
Quarterly Company events
Zwso5VtimP
