Enterprise Customer Success Manager

The kind of person we are looking for:The Customer Success Manager (CSM) serve as the holistic relationship manager and advocate for their assigned customers throughout their Paytronix lifecycle. CSMs strive to be proactive and consultative in nature, and bring deep knowledge of client industry, product use cases, and best practices to their customers to maximize the value and benefit from the Paytronix platform. CSMs are entrusted with empowering customers through advice and thought leadership to ensure long-term retention. The CSM strives to maintain alignment with dynamically shifting customer ecosystems and programs through regular, proactive communication. They will bring awareness to their customers about areas of the platform that are underutilized and drive adoption of features and tools to strengthen the customers reliance upon, and benefits from, the Paytronix platform. The CSM will serve as an internal advocate for their customers to ensure that their needs are communicated to the appropriate departments and to facilitate interactions with subject-matter experts as needed. In the event of risk being present or anticipated, the CSM will serve as an internal quarterback to align an appropriate action plan to ensure that Paytronix repairs and retains the customer relationship. The CSM will monitor all listening posts and channels to maintain a holistic understanding and command of the customer’s status and needs. The CSM serves as the voice-of-the-customer to provide thematic feedback to the company. This is a hybrid position, 2 days required in the office at our Newton, MA location.The kind of stuff you’ll be doing: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 contactsLead 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 client through successful growth and maturation of guest engagement programsMaintain expertise in Paytronix features, roadmap, and company visionUnderstand industry trends, significant developments, and winning traits of successful businesses to function as respected subject matter expert for owned accountsTrack KPIs with a focus on feature adoption, platform engagement, and retentionMeasured by retention and net promoter scoresSome travel requiredThe kind of Skills/Experience you’ll need:Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammatesComfort interacting with C-level account contactsStrong presentation and communications skills to lead onsite and remote Strategic Business ReviewsStrong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needsThe 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 communications5+ years of customer success or account management with a technical (SaaS) productComfort with ambiguity and capacity for creative problem solvingExperience with advocating for your customers’ needs within our organization and driving to solutionsThe extra stuff that would be nice:Experience in the restaurant industry and/or with point-of-sale systems such as Micros or ToastExperience with Convenience Stores or related technologiesExperience with client service including the delivery of training sessions.Salary: 90-120KBenefits:Medical -- Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)Dental - Select from 2 Dental plans, including adult OrthodonticsVision – 1 plan availableCompany paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)401K with generous company match; 2-year vestingFlexible Spending Account (FSA)Health Reimbursement Account (HRA)Tuition ReimbursementGenerous PTOOne paid charity day

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