The Enterprise Customer Success Manager (ECSM) will build, support, and cultivate relationships with customers, working closely with product and engineering teams to assure that customer feedback is being incorporated into development decisions. 

The ECSM’s primary purpose is to educate our customers on the flexibility and capabilities of the software, listen to their feedback and engage executive team when necessary. As an ECSM you will drive ongoing software adaptation, manage customer renewals/upgrades as well as provide that additional hands on value to customers, keeping eyes and ears open for early identification and resolution of at-risk customers.

The ideal candidate puts the customer first, is a great listener with a ‘can do’ attitude and someone that is looking to build on their knowledge of customer success in the SaaS tech industry. They will thrive in a fast-paced and challenging start-up environment and would be eager to learn from and be an integral part of an amazing team. 

As an ECSM for ServiceCore you will:

• Build relationships with customers and team members alike
• Be the point person on all Tier II and III customer issues
• Become the “Subject Matter Expert” (SME) on the ins and outs of our software
• Provide feedback and suggestions to continue the adaptability of our software for our growing customer pool
• Train other team members on changes to software as well as confirmed workarounds on common customer questions

To be a successful ECSM at ServiceCore, you will need to:

• Put the customer first
• Adapt to a fast paced and ever-changing work environment
• Resonate a willingness to learn
• Be a good listener, innovative thinker and articulate speaker
• Have prior experience managing relationships with companies
• Experience working with contractors is highly desirable
• SQL knowledge preferred but not required
• A minimum of 2 years of digital customer success or account management experience
• Bachelor's degree in Business Administration, Sales or related field required