Location: Indianapolis, INDepartment: Customer SuccessType: Full TimeMin. Experience: Mid Level
We inspire and enable teams to perform better, together.
Imagine what you could do here. At Passageways, having big ideas is encouraged; they have a way of becoming great products, services, and customer experiences. Those who bring passion and dedication to their job help us chart the path forward as well as grow our customer base across the world.
We are a rapidly growing software company that has built our success on relationships, with both our customers and our employees. At Passageways you’ll find fantastic people that have helped us to get to where we are today, and we need more fantastic people to help us get to where we want to be tomorrow.
Customer Success Manager - Job Summary
A Customer Success Manager (CSM) manages a portfolio of existing customers. As a CSM, you will be responsible for building and maintaining strong working relationships with our customers, understanding the goals of our customers using our product, identifying growth opportunities, acting as an escalation point for issues that impact customer success, and the overall happiness and retention of our customers.
This job will be based in either Indianapolis, IN or Lafayette, IN, but due to Covid-19, all employees are working remote until offices reopen.
Responsibilities and Duties
This job will support our OnSemble product.
Provide exceptional customer service.
Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Develop, prepare, and nurture customers for advocacy.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Provide customer demos and trainings.
Work to identify and/or develop upsell opportunities.
Advocate customer needs/issues cross-departmentally.
Manage account escalations.
Qualifications and Skills
Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
Proven ability to drive continuous value of our product(s).
Familiarity working with clients of all sizes.
Excellent analytical and organizational skills
Exceptional listening, problem solving and time management skills
Exceptional presentation and communication skills, both written and oral
Detail oriented and analytical.
Strong team player but still a self-starter.
Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
Understand and utilize salesforce.com effectively and efficiently is desired.
Benefits and Perks
HSA plus match
401K plus match
Incredible company culture
We Value Diversity
Passageways is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
March 30, 2021