Customer Success Manager at AbsenceSoft

| Greater Denver Area
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Our Customer Success Management team is dedicated to making our customers successful with AbsenceSoft’s core products and services throughout the customer journey.  As a Customer Success Manager in our Operations/Client Services organization, you will be directly responsible for delivering outstanding customer experience and support for a group of customers. You will act as an advisor, advocate, and consultant for our customer’s strategic support and growth.  You will keep a pulse on each customer’s health status through a cadence of meetings and solutioning support – ranging from weekly calls to quarterly business reviews.  Our primary goals as a Customer Success team is to ensure high customer satisfaction, defend revenue, and grow revenue.

What you'll be doing:

  • Provide consultancy with Leave Management best practices
  • Facilitate introduction presentations (Project Handovers) to customers upon successful implementation go-lives, using Zoom Meeting or other web-hosted service
  • Deliver Health Check and Business Review meetings/presentations on a regular cadence with each assigned customer. 
  • Documenting requirements and user stories for production issues and feature requests.
  • Coordinating with cross-functional teams (Product, Implementations, Sales, Finance) to prioritize issues, analyze root cause and assist in efficient resolution of tasks/issues.
  • Work with Customer Support team members to identify trending issues with incoming tickets and define/carry-out risk mitigation plans.
  • Communicate knowledge of new product improvements and features through “Lunch and Learns”
  • Ensure customer need is transformed into Product Roadmap -"High Priority” vs “Nice to Have” 
  • Enable customer with eLearnings and tutorials, as well as provide training “refreshers” as needed.
  • Serve as escalation point of contact for all account issues/items
  • Minimal travel expected – less than 10% per year

Required Skills:

  • Bachelor’s degree
  • 2+ years working in a customer-facing role
  • Outstanding written and verbal communication skills
  • Strong multitasking and organization skills
  • Bachelor’s degree or equivalent work experience
  • Proven proficiency in solutioning customer issues, system troubleshooting and defining priorities
  • Experience with Microsoft Office Suite

Nice to Have:

  • B2B SaaS experience
  • Knowledge of HR Leave Policies, FMLA, Disability and/or ADA
  • An understanding of Software Development Life Cycle
  • Experience with CRM and issue ticketing systems such as Jira and Salesforce

Job Type: Full-time/mid-level

Location: Golden, CO

Benefits:

Competitive Salary, healthcare, dental vision and 401k benefits. Industry training and CLMS Certification; opportunities for additional industry and technology certifications, and continuing education.

 

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