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Customer Success Manager - CSM for Software Company (Remote)

Company: xTuple
Location: Portland
Posted on: May 14, 2022

Job Description:

Who We Are

At xTuple, we're enthusiastic about developing ERP software solutions to help growing manufacturers with inventory management, processing sales, work orders, and streamlining their accounting processes--all in one system. We're serious about the success of our customers and have aligned our teams to ensure users have a first-class experience that positions them for growth.

What We Are Looking For

The xTuple Customer Success team needs a customer-centric Customer Success Manager to take ownership of an assigned account base through relationship building and account development in order to strengthen xTuple's customer partnerships. We need someone dedicated to supporting our mission of ensuring the ongoing success of our customers. The person in this role should have outstanding communication and people skills; be extremely organized and systematic with customer followup; and be driven by meeting ambitious sales goals related to retention and upselling.

Overview Of The Position

As a Customer Success Manager, you'll provide prompt, proactive, and courteous service to xTuple customers. You will build rapport and relationships with customers on behalf of the company by partnering with customers on their success. You will be expected to nurture and reach out regularly and systematically to an assigned account base. You will also be responsible for ensuring the timely renewal of customers subscriptions as well as identifying and closing opportunities for account development. In this role, you should have a positive and customer-first attitude; strong organizational and follow-up skills; and a proven ability to collaborate with internal teams on behalf of customer needs. This role reports to the Vice President of Customer Success.


Your Responsibilities

  • Build and maintain strong customer relationships with assigned accounts, partnering with customers to help ensure their success as xTuple end users
  • Maintain our 96% + customer retention rate annually, ensuring ongoing customer renewals through excellent relationships and service
  • Meet quarterly revenue goals for account development and expansion
  • Develop touchpoint cadence for routine contact with customers via calls, emails, and web conference, using internal tracking system to schedule and log all contact
  • Facilitate periodic web conferences with key customer contacts and internal stakeholders to keep senior leadership informed of customer needs
  • Understand the ongoing needs, pain points, and goals of assigned customers and identify how xTuple can provide corresponding solutions
  • Identify at-risk customers and collaborate with manager and internal teams on strategy for reducing risk
  • Identify opportunities for account development with customers, communicating details of deal and providing pricing
  • Create, update, and track all renewals and account development deals using internal tracking system
  • Help train other team members on how to resolve issues
  • Perform other duties as assigned

    Qualifications You Should Have
    • Ability to learn xTuple product and understand how the application solves business pain points for customers
    • Ability to clearly communicate (verbal and written) in a professional, courteous, and respectful manner; excellent organization and interpersonal skills
    • Capacity for handling numerous priorities and maintaining knowledge of multiple products and their features
    • Ability to document customer interactions thoroughly, clearly, and concisely, using appropriate grammar and spelling
    • Ability to set customer expectations and handle stressful situations when customers are frustrated or upset
    • Ability to maintain positive, upbeat attitude while working in a dynamic and fast-paced team environment
    • Prior software company experience requiredTechnical Skills You Need
      • Experience using a CRM for managing accounts, contacts, and tasks (bonus if you have HubSpot experience!)
      • Experience with web conferencing applications (e.g., WebEx, Zoom, LogMeIn, etc.)
      • Microsoft Office
      • G-SuiteEducation & Experience
        • Preferably a degree in Business Administration, Communications, Marketing, Computer Science, Manufacturing or other related field/emphasis
        • 3-5 years of Sales and Account Management experience
        • Accounting experience is a plus!
        • Manufacturing experience is a plus!


          Perks of Working at xTuple
          • Base salary + generous commission plan
          • Multiple health and dental plan choices with option for low cost, high-deductible plan with HSA available.
          • Access to 401(k) plan for employee retirement management
          • Company paid holidays, PTO.
          • Remote position - work from anywhere!

Keywords: xTuple, Portland , Customer Success Manager - CSM for Software Company (Remote), Executive , Portland, Maine

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