Enterprise Customer Success Manager

Job Description

• Regular, proactive engagement, both in-person and remotely, with assigned customers to help them thrive at every step of their post-implementation lifecycle. • Maintain alignment to customers’ desired business outcomes through consistent engagement and responsiveness to customer needs. • Serve as an internal advocate to amplify customer needs and trends across the portfolio and synthesize learnings back to Paytronix. • Identify and invest in areas of strength in the relationship, while monitoring and mitigating risk. • Build and manage strong relationships with account executive stakeholders (C-level), and day-to-day contacts • Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers. • Drive customer awareness of available resources, features, and tools to help them maximize the value from their solution. • Maintain accurate and up-to-date records of Account profile, key contacts, activities, and history in CRM. • Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources. • Identify reference accounts and help to develop Paytronix’s library of references and case studies. • Guide the client through successful growth and maturation of guest engagement programs​ • Maintain expertise in Paytronix features, roadmap, and company vision​ • Understand industry trends, significant developments, and winning traits of successful businesses to function as respected subject matter expert for owned accounts​ • Track KPIs with a focus on feature adoption, platform engagement, and retention​ • Measured by retention and net promoter scores​ • Some travel required

Qualifications

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates • Comfort interacting with C-level account contacts • Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews • Strong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needs • The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier. • Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications • 5+ years of customer success or account management with a technical (SaaS) product • Comfort with ambiguity and capacity for creative problem solving • Experience with advocating for your customers’ needs within our organization and driving to solutions

Benefits

• Medical -- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible) • Dental - Select from 2 Dental plans, including adult Orthodontics • Vision – 1 plan available • Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD) • 401K with generous company match; 2-year vesting • Flexible Spending Account (FSA) • Health Reimbursement Account (HRA) • Tuition Reimbursement • Generous PTO