PolicyPak seeks Customer Success Manager (CSM/CSR)
Components of Role:
- Hands on “making existing customers” happy
- Hands on to process major accounts’ renewals
- Hands on to drive deeper adoption of our solution (existing customers)
- Hands on to transition customers from OLD licensing model to NEW licensing model (and drive upsells for NEW customers.)
- Hands on management of time and schedule of Support/Success Team members.
- Team role in implementation and improvement of software systems
- Team role in Marketing initiatives for current customers
We’re a 100% work from home company (and always have been). Position is open to candidates in the USA or Canada.
Part 1: Making Customers Happy
This role is the “wishmaker” for PolicyPak customers. Relationship building is vital. Creating systems for communication that enables you to anticipate Customer needs and wants are essential. This can translate to: providing time with one of our support engineers, filing a feature request or sending a gift in response to something nice they shared about us on social media, etc.
Part 2: Hands on to process major accounts’ renewals
Currently 90% of customers renew. Renewal is the most important part of our business model. Every effort should be made to ensure that customers renew, and this role is the where the buck stops on all renewals. This role will create and improve systems necessary for customer renewal. Success for this role is dependent on the percentage of customer renewals.
Part 3: Hands on to drive deeper adoption of our solution (existing customers)
This role is responsible for customers successful implementation of the software. The more customers USE IT the more likely they are to RENEW it. This role will work with existing customers to create systems and cadences to give them ideas on HOW to implement.
Again, this could be in conjunction with scheduling time with the Success Engineers or leading them toward our free training and following up, etc.
Part 4: Hands on to transition customers from OLD licensing model to NEW licensing model (and drive upsells for NEW customers.)
In our OLD sales mode, customers “got everything” and paid yearly for it.
In our NEW sales model, customers can get in the door with “a little” of our solution; but then later be up-sold to buy more of what they don’t already have.
EXISTING customers, need to be transitioned from our “Legacy model” to our NEW model… and a process needs to be created for this transition.
Additionally, NEW customers (who start out with “a little” of our solution) can be up-sold to get “a little more.”) This could be done mid-year or during the renewals process. This role will be responsible for building and implementing a targeted approach to this inside sales process.
Part 5: Hands on management of time and schedule of Support/Success Team members.
The CSR has 4 Customer Success Engineers who report to them. These are TECHNICAL RESOURCES who know the product inside and out. They field TICKETS and provide training and onboards.
For the team you will Manage their schedules and be the first-line for any HR issues.
Note: This same team also has a dotted line to the technical founder, who is responsible for the “Technical Aspects” of this team, but NOT the time management or HR concerns.
Part 6: Team role in implementation and improvement of software systems (Client Success)
Customer Success needs are growing as our customer base grows. Organization will be key for a successful CSR. PolicyPak has committed to a new tool (ClientSuccess) for this challenge.
The CSR will implement and shape the use of the tool, including reporting and alerts.
Part 7: Team role in Marketing initiatives for current customers
There could be other initiatives and assignments as necessary. You will work with Marketing and/or the founder on special projects.
To apply for the role please email [email protected] with a PDF resume and cover letter.