Customer Success Manager
: Job Details :

Our Customer Success Management team is dedicated to making our customers successful with AbsenceSoft's core products and services throughout the customer journey. The AbsenceSoft Customer Success Manager (CSM) is directly responsible for delivering outstanding customer experience and support for a group of customers. You will act as an advisor, advocate, and consultant for our customer's strategic support and growth. You will keep a pulse on each customer's health status through a cadence of meetings and solutioning support - tanging from weekly calls to business reviews (QBRs / EBRs). Our primary goals as a Customer Success team are to ensure high customer satisfaction, defend revenue, and grow revenue. The CSM will articulate value and demonstrate how AbsenceSoft solutions will enable our customers to achieve these objectives. The CSM will inspire and guide customers toward adopting the platforms to its fill potential.

Key to success is this role is a dedication to promptly addressing customer roadblocks with a sense of urgency, ensuring swift resolution and facilitating the rapid attainment of maximum value from AbsenceSoft solutions for our customers. The CSM will be responsible for cultivating robust relationships with clients, establishing themselves as a reliable and trusted advisor in the eyes of our customers.

Who We AreAbsenceSoft is elevating the leave and accommodations experience and is looking to hire amazing people like you! We create user-friendly, secure, and compliant technology that empowers employers to bring humanity, certainty and efficiency to the leave and accommodations experience. Made by HR Professionals for HR Professionals, we're proud of where we've been and excited about where we're headed. We value creative, innovative people who are passionate about their work and who believe there is always a better way.

Leading With Our Core Values

Make a Difference.

We are inspired to make an impact through our hard work, talent and passion. We push ourselves each day to better serve our teams, our clients, and our community.

Team First.

We are driven by team spirit not by self-interest. We value collaboration and approach our work with humility and a desire to win together.

Own it.

If we say it, we mean it. We follow through on our commitments, step up to deliver, and grow from our successes and failures.

Everyone Matters.

No matter your background or experience, everyone's voice holds value here.

What You'll Do

• Be the primary point of contact throughout the customer journey.
• Drive adoption to AbsenceSoft platform.
• Assigned to a portfolio of customers to manage customer relationships at all levels to become their trusted advisor and to accelerate adoption of AbsenceSoft core products and continuously prove/ increase value in our solutions.
• Delivery Business Reviews (EBRs & QBRs), Health Checks, and operational meetings on a regular cadence with each assigned customer.
• Achieve customer goals by providing proactive best practices with Leave Management, strategies, and use cases.
• Facilitate introduction presentation (Project Handovers) to customers upon successful implementation go-lives, using Microsoft Teams Meeting or other web-hosted service.
• Identify growth opportunities from the customer base by upselling customers on new product and service offerings.
• Coordinate with cross-functional teams (Product, Implementations, Sales, Finance) to prioritize issues, analyze root cause and assist in efficient resolution of tasks/issues.
• Work with Customer Support team members to identify trending issues with incoming support tickets and define/carry-out risk mitigation plans.
• Communicate knowledge of new product improvements and features through release notes review meetings and “Lunch and Learns”
• Track customer health and implement risk mitigation activities in real time to prevent customer churn
• Ensure customer need is transformed into Product Roadmap - High Priority” vs “Nice to Have”
• Collaborate with Customer Success leadership on contract renewal approaches to drive both long term contracts and rate uplifts for ARR growth
• Enable customer with eLearnings and tutorials, as well as provide product training “refreshers” as needed
• Support Finance by tracking down outstanding invoices and collections with customers as needed
• Serve as escalation point of contact for all account issues/items
• Minimal travel expected - less than 10% per year
• Project manage client initiatives - both internally and externally
• Advocate for customers internally
• Develop customer stories, case studies, and client references.
• Participate in highly compliant environment while assisting to maintain company controls and security within your job role.
• Other duties as assigned.

What'll Set You Up for Success

• 4+ years working in a strategic account management position supporting SaaS customers.
• B2B SaaS experience
• Outstanding written and verbal communication skills
• Ruthlessly maintain and update customer data hygiene in all platforms
• Strong multitasking and organization skills
• Proven proficiency in solutioning customer issues, system troubleshooting and defining priorities
• Proven success in upsell and cross-sell environments
• Knowledge of HR Leave Policies, FMLA, Disability and/or ADA
• Experience with Microsoft Office Suite

Nice to Have:

• Product and services pricing/quoting experience
• An understanding of Software Development Life Cycle

What To Know Before You Apply

• We're located in beautiful Golden, Colorado.
• This is a full-time, mid-level, salaried position.
• AbsenceSoft provides a wide variety of perks and benefits. Including full medical, dental, vision, 401K, and life insurance. We support your professional growth including industry training and CLMS Certification; opportunities for additional industry and technology certifications, and continuing education.
• The salary range for this position is between $80,000 - $90,000.

At AbsenceSoft, we are committed to building a team that represents a variety of diverse backgrounds, perspectives, and skills. We are proud to be an equal opportunity workplace that celebrates and supports diversity and inclusion. Wemakeall employment and related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

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