Customer Service Manager

| Greater Denver Area
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Four Winds Interactive seeks an Account Retention Representative to work with the Customer Success Team. This position will build productive internal and external relationships, handle customer problems of a moderate scope, exercise judgement within defined procedures to determine the appropriate action, and ensure the customer is satisfied with company projects and services. The Account Retention Representative will focus on reducing customer churn on existing accounts through retention and sales support strategies in order to drive account growth. The Account Retention Representative position is not a management position.

 

The compensation package will be aligned to each candidates experience and qualifications. All applicants must be authorized to work in the United States.

Responsibilities

  • Work closely with Operations and Sales to support the end-customer
  • Assist in overseeing the day-to-day relationship with the client, including account management and retention
  • Ensure that customer schedules and budgets are met according to contractual agreements
  • Problem solve with existing customers to reduce customer churn for the purpose of retention and upselling
  • Restructure customer’s contracted services in pre-defined packages to facilitate win-back and retention with limited negotiation and flexibility
  • Consult with other team members (project management/services/customer care) to be sure mutual objectives are met
  • Focus on handling Mid-Markets/Enterprise Accounts (Non-Named)
  • Sell and close opportunities when needed
  • Be the customer-facing point of contact and owner of the customer account record, proactively reach out to customers via email
  • Project manage all customer escalations
  • Manage the Customer Success email distribution list
  • Audit Tech Support case history and case duration, and send monthly reports (RMM/Other)
  • Proactively review accounts for AM/SaaS renewal
  • Send quarterly customer success publication
  • Provide basic training on FWI software and FWI Store/Configuration to customers
  • May also be responsible for customer onboarding
  • Other duties as assigned

Qualifications

Education & Experience:

  • Bachelor’s Degree, or equivalent experience
  • 2 -4 years relevant experience

Required Knowledge, Skills and Abilities:

  • Exceptional communication skills (in person, telephone, and writing)
  • Ability to collaborate well with internal and external partners
  • Highly organized with the ability to manage a group of accounts and produce real results
  • Able to handle large quantities of information while maintaining a high level of accuracy
  • Proficient working with various online technologies, browser-based software, MS Office suite, and Google Docs
  • Some experience using Salesforce.com or other CRM administration

Desired Skills Knowledge, Skills and Abilities:

  • Experience working in a SaaS environment
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Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

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