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12 Jul 2022
Full-Time Customer Success Manager
Job Description
At BlueConduit, Customer Success Managers (CSM) deliver a great experience to our customers by maintaining strong ongoing relationships to promote adoption and ensure best usage of our products and services. We are currently seeking a customer-centric, energetic, and highly-motivated individual who will promote high levels of customer satisfaction, leading to strong renewals and growth opportunities.
By joining BlueConduit, you can:
- Have a voice in the water industry in protecting the public health
- Be involved with leading edge technology solutions, like machine learning methods developed by top academics
- Be part of a team that values equity, inclusion, integrity, and accountability
- Become an integral part of a growing organization (started in 2019)
The CSM works to support the Customer Success Team and overall customer experience and journey, and collaborates with Sales, Marketing, and Product Development to optimize BlueConduit’s products and services.
The ideal candidate will:
- Assist customers with product software onboarding by facilitating user training. Serve as a product and company ambassador, keen on educating customers on the capabilities of BlueConduit’s products and services.
- Maintain strong, long-term relationships with assigned customers through effective communication strategies (phone, email, meetings, etc) and efficiently resolving issues with alternate solutions tailored to individual needs.
- Identify and build advocacy relationships with strategic customers to act as a marketing channel through case studies, speaking opportunities, references, etc.
- Analyze customer data and track customer KPIs using Customer Success tools to improve customer experience.
- Deliver weekly, quarterly and annual customer success reports to management to ensure customers optimize our product/service, issues are resolved proactively, and customer goals are met.
- Conduct customer-focused channel partner interviews and surveys. Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
- Proactively drive accounts with minimal oversight. Ensure customers remain on target with journey milestones as determined by the department including data submission and software license renewal.
- Identify and forecast expansion opportunities and partner with sales to successfully close such opportunities.
- Support minimizing customer churn by identifying areas of opportunity for customers to continue use of the product and services.
Preferred qualifications:
- 3-5 years of experience in customer service or customer success position
- Bachelor’s degree in a relevant field (Customer Success, Business Administration, Information Technology, Software Engineering, Environmental Science/Studies)
- Strong empathy for customers AND passion for revenue and growth.
- Strong understanding of value drivers in recurring revenue business models.
- Strong understanding of best practices relevant to retaining and growing accounts within a personal portfolio while mitigating risk.
- Successful candidates will be: innovative, persuasive, creative and have a genuine curiosity in their clients’ business. Goal and results oriented, optimistic, smart, value added mindset, proactive and easily adapts to change.
- Understand the BlueConduit business model and have experience delivering and implementing solutions for customers.
- Willingness to travel to customer locations as needed
- Strong presentation, meeting facilitation, and written communication skills
- Experience with Customer Success analysis tools preferred
- Software Proficiency – Office, GSuite, Slack, CRMs (Hubspot), Customer and Product Analytics, Figma, Shortcut, GIS Software, Cloud Software
How to Apply
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