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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • MongoDBLanguages
    • PostgreSQLLanguages
    • ReactLanguages
    • ReduxLanguages
    • JQueryLanguages
    • AWSLanguages
    • AngularLanguages
    • OAuthLanguages
    • ReSTLanguages
    • JSONLanguages
    • JenkinsLanguages
    • TerraformLanguages
    • GITLanguages
    • Google AnalyticsAnalytics
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • Sales OutReach Email
    • ZoomInfoLead Gen

Location

We are located on the edge of golden across from colorado mills.

An Insider's view of AbsenceSoft

What’s the vibe like in the office?

We have an open, collaborative, and welcoming culture and office. Work hard, play hard is cliche.....but we do!

Jennifer Limon

VP of Industry Solutions

How do you collaborate with other teams in the company?

Slack is the lifeblood of the office, but we also have random lounge spaces across the office that we use for smaller meetings.

Bethany Mitch

Software Engineer

How has your career grown since starting at the company?

Since starting at AbsenceSoft I have been able to work with some of the best in the Denver SAAS Community. The Executive team is made up of industry experts who all have histories of success at other companies. As a young sales professional, I think this is an incredible opportunity to learn from the best and so every day I try and soak it in.

Ian Clay

Inside Sales

How do you empower your team to be more creative?

We empower each individual to be challenged to think outside of the box and contribute to the health/growth of the organization and customer base.

Dan Owen

VP of Customer Success

How would you describe the company’s work-life balance?

AbsenceSoft truly cares about its employees and makes an effort to support mental and physical well-being while encouraging us to get engaged and involved not only with the rest of the organization but within the community as well.

Katherine Bruce

Sales Consultant

What are AbsenceSoft Perks + Benefits

AbsenceSoft Benefits Overview

AbsenceSoft provides a wide variety of perks and benefits. Including full medical, dental, vision, and life insurance. Our brand new state of the art office has automatic standing desks and a brand new oversized kitchen complete with unlimited snacks & drinks.

Culture
Volunteer in local community
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Acme Co. hosts company outings Quarterly.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Annual individual budget for training.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Mentorship program
Our mentorship program includes 1-to-many program.
Time allotted for learning
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