Spiff Inc
Client Success Manager - East Coast
Spiff Inc, Little Ferry, New Jersey, us, 07643
Spiff (https://spiff.com), recently named one of the most innovative Fintech companies, is on a mission to inspire, enable, and reward peak business performance. Why? Commission plans are used by modern companies to reward and drive good behavior using more advanced rules or combinations of rules such as quota attainment, accelerators, and other types of variable earnings. Great Commission plans motivate Salespeople to sell more to the right companies. In order to help companies and reps to reach their full potential, we take the manual labor and complexity of current commission processes and completely automate them. Finance teams used to spend hours each month trying to prepare commissions, communicate them to their reps, deal with discrepancies, and then get those paid on time. Spiff automates that full process. We connect to the client's systems; CRM, ERP & Payroll to reduce the work and amount of errors. Spiff gives powerful, real-time data and insights to reps, managers, and executives about their commissions.
The
Client Success Manager
owns and nurtures client relationships throughout the client’s lifecycle. The right candidate for this role will have a passion for enabling clients, experience and a love for SaaS, demonstrable success in a similar role, knowledge of the digital landscape and a thirst to learn. This role will be required to interface directly with customers via phone, email, web conference and sometimes in person to understand and help guide usage of our platform and ensure we meet their business needs. Additionally, this person will be instrumental in up-sell/cross-sell opportunities. It is critical that the person in this role be a self-starter, a creative problem solver, strategic and be willing to go above and beyond for client satisfaction.
Key Responsibilities:
Understand client’s key goals and objectivesWork closely with onboarding to ensure smooth client transition from implementation stage to using and gaining value long-termMeet with clients regularly to encourage usage and adoption of softwareSet and manage customer expectations appropriatelyUse a proactive approach to keep clients informed of all product enhancements and product roadmap that will enhance their businessProvide ongoing training and support to admin and end usersDrive adoption of Spiff through client’s organization, seek additional teams or areas that could be leveraging platform if they aren’t alreadyIdentify upsell and cross-sell opportunities to increase ARRBuild strong, trusted relationship with key individuals within the client’s organization, including end users and executives/decision makersWork cross-functionally with strategic and technical colleagues to coordinate timely follow-up on requests, issues, and open questions from clientsAct as voice of the client, communicating needs or feature requests internally to influence future roadmap enhancementsProactively identify signals of potential churn-risk and develop action plan to address and course correct
Skills / Experience Needed For The Job:
4+ years of relevant Customer Success Management or Account Manager experienceDemonstrated success in preventing churn and/or successfully meeting up-sell/cross-sell quotasExperience managing and maintaining 50+ accountsDynamic personality; a likable person who can build rapport with customers of all levels of technical experienceWorking knowledge of SaaS business concepts and metricsFantastic, confident presentation skillsExecutive presence and confidence in communicating with technical, business, and C-level stakeholders.Exceptional written and verbal communicationOrganizational skills and ability to juggle several requests and clients at onceReliable and dependable. Respond to clients when you say you willThe ability and desire to work in a dynamic challenging startup environmentSelf-motivated and driven; a problem solverUnrelenting passion for customer successExperience with commission plans and calculationsExperience with SalesforceBachelor’s Degree or equivalent experienceIncredible sense of humor
Bonus Requirements:
Sales ops, especially familiarity with Salesforce (from an admin perspective)Technical expertise (SQL/database, light coding, etc...) is a huge plusBasic accounting/finance understandingInterest in Startups/Tech/Finance. Our team loves the startup community, and genuine interest in the space is huge.
Benefits:
Group health planStocked kitchenUnlimited paid vacationFriday team lunches (after lockdown ends)Flexible work hoursCome join the best team in the state! We’re building amazing software to solve a massive sales and finance gap, and you’ll be a major part of our success.
#J-18808-Ljbffr
The
Client Success Manager
owns and nurtures client relationships throughout the client’s lifecycle. The right candidate for this role will have a passion for enabling clients, experience and a love for SaaS, demonstrable success in a similar role, knowledge of the digital landscape and a thirst to learn. This role will be required to interface directly with customers via phone, email, web conference and sometimes in person to understand and help guide usage of our platform and ensure we meet their business needs. Additionally, this person will be instrumental in up-sell/cross-sell opportunities. It is critical that the person in this role be a self-starter, a creative problem solver, strategic and be willing to go above and beyond for client satisfaction.
Key Responsibilities:
Understand client’s key goals and objectivesWork closely with onboarding to ensure smooth client transition from implementation stage to using and gaining value long-termMeet with clients regularly to encourage usage and adoption of softwareSet and manage customer expectations appropriatelyUse a proactive approach to keep clients informed of all product enhancements and product roadmap that will enhance their businessProvide ongoing training and support to admin and end usersDrive adoption of Spiff through client’s organization, seek additional teams or areas that could be leveraging platform if they aren’t alreadyIdentify upsell and cross-sell opportunities to increase ARRBuild strong, trusted relationship with key individuals within the client’s organization, including end users and executives/decision makersWork cross-functionally with strategic and technical colleagues to coordinate timely follow-up on requests, issues, and open questions from clientsAct as voice of the client, communicating needs or feature requests internally to influence future roadmap enhancementsProactively identify signals of potential churn-risk and develop action plan to address and course correct
Skills / Experience Needed For The Job:
4+ years of relevant Customer Success Management or Account Manager experienceDemonstrated success in preventing churn and/or successfully meeting up-sell/cross-sell quotasExperience managing and maintaining 50+ accountsDynamic personality; a likable person who can build rapport with customers of all levels of technical experienceWorking knowledge of SaaS business concepts and metricsFantastic, confident presentation skillsExecutive presence and confidence in communicating with technical, business, and C-level stakeholders.Exceptional written and verbal communicationOrganizational skills and ability to juggle several requests and clients at onceReliable and dependable. Respond to clients when you say you willThe ability and desire to work in a dynamic challenging startup environmentSelf-motivated and driven; a problem solverUnrelenting passion for customer successExperience with commission plans and calculationsExperience with SalesforceBachelor’s Degree or equivalent experienceIncredible sense of humor
Bonus Requirements:
Sales ops, especially familiarity with Salesforce (from an admin perspective)Technical expertise (SQL/database, light coding, etc...) is a huge plusBasic accounting/finance understandingInterest in Startups/Tech/Finance. Our team loves the startup community, and genuine interest in the space is huge.
Benefits:
Group health planStocked kitchenUnlimited paid vacationFriday team lunches (after lockdown ends)Flexible work hoursCome join the best team in the state! We’re building amazing software to solve a massive sales and finance gap, and you’ll be a major part of our success.
#J-18808-Ljbffr