Overview

As the Manager of our Customer Success Team you will be responsible for managing our current customer relationships to build and ensure retention and loyalty. You will be working closely with customers to ensure satisfaction and engagement with our services, in addition, address any issues that arise. As our Customer Success Manager we are seeking an individual with strong leadership, time-management, and communication skills. Not only will you be directly responsible for keeping Four Wind’s customers happy and productive, you will have a team of talented individuals looking for your guidance to help them reach their goals and grow their careers.

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

Responsibilities

• Lead and drive the activities of the Customer Success Team, including hiring, coaching, developing talent, team culture and performance management in a SaaS, and customer focused environment
• Build and refine reporting processes as part of continuous improvement efforts.
• Possess a deep understanding of Salesforce.com and other key Marketing Automation technologies.
• Responsible for quoting and selling small projects/orders.
• Regularly report on team and individual results: pipeline, conversion rates, and quarterly performance.
• Identify and make recommendations for improvement in customer retention productivity.
• Chart and Deliver timely and accurate forecasting and pipeline management.
• Collaborate with other internal organizations and coordinate internal resources as needed.
• Ensure CRM tools and FWI customer support methodology are leveraged to process and track opportunities.
• Direct team with corporate goals and use SMART goals to deliver results.
• Encourage innovation by exchanging new ideas to improve operation and efficiency within customer success and the supporting organization
• Evaluate, define and understand escalation paths and workflows for differing types of requests.

Qualifications

Requirements for Success:

• Proven success managing and implementing Customer Management strategies.
• At least 4 years of related experience with at least 1-2 years of management experience.
• Proven success in customer management, preferably in the enterprise solutions environment. Ideally within the Financial Services industry, which includes insurance.
• Operational knowledge of various Windows based application programs and current Internet technologies.
• Management of existing customer pipelines, territories, forecasting and processes.
• Bachelors of Arts or Science (prefer in business, technology or communications)
• Proven success in coaching, leadership and issue resolution.

Helpful for Success: 

• Self-motivated, ability to work independently and motivate a team.
• Experience within the Financial Services industry, including insurance.