Customer Success Manager CSM

About

Customer Success Manager: Headset is a well-funded Seattle-based startup providing market intelligence platforms for the cannabis industry. CNN Money, Forbes, Bloomberg and others have all featured how Headset is bringing clarity to the cannabis industry by providing actionable insights that empower cannabis brands, retailers and dispensaries to make better business decisions. Headset is looking for a Customer Success Manager who has proven they can help maintain existing business with current clients, grow business relationships with current clients and assist in on-boarding new clients. The Customer Success Manager will help our clients better understand the full potential of our products and make sure they are supported on the full suite of Headset products. The Customer Success Manager will provide the highest level of support to our customers by overseeing on-boarding, training, implementation, consulting, retention, growth and support. Additionally, the role offers a string growth opportunity as it involves constant evolution as you find new patterns and processes to become more effective at helping our customers grow their usage of the product. The ideal candidate will have a proven track record of managing large account portfolios, sustaining high customer renewal rates due to ongoing customer engagement. technical product knowledge, problem solving expertise and excellent communication skills. The Customer Success Manager role is key to the success of Headset. If you passionate about providing the highest level of customer support while helping increase growth we want to hear from you. What You will do: · Facilitate initial on-boarding of new accounts with customers, ensuring continued engagement and value of Headset · Serve as the Headset Subject Matter Expert (SME) to train customers and assist with implementations for a full understanding of the software, ensure strong adoption and on-going usage · Work closely with different departments to improve the products, customer support programs and enhance customer satisfaction · Be the dedicated point of contact for all assigned accounts to manage and resolve support issues, escalations or critical situations with the customer · Perform customer success meetings to review customer satisfaction, help trouble shoot issues, identify risks and increase Headset usage with the account · Periodically communicate with customers to inform them of all Headset offerings through training, support, new product releases and other company related news to ensure successful use of the Headset products to ensure account renewal · Use product knowledge to provide guidance to customer and main high customer satisfaction rates · Provide management with insight to customer feedback regarding user experience, products capabilities and features, processes that ensure strong adoption, usage and renewal rates that affect product management, marketing and sales · Maintain a perspective of the long term goals and objectives of our customers over time, and how to help them get there using Headset’s products What you will need: · Proven track record of successfully managing a large account portfolio · 3 -5 years of account management, sales, implementation or other related field with experience focusing on B2B product or services · Outstanding prioritization and multi-tasking skills to manage varied responsibilities simultaneously · Strong problem solving skills aka consulting mindset; the ability to think outside the box to help the customer resolve issues · Ability to explain technical and non-technical subjects to customers (written, verbal and presentation) · Proficiency to create a range of materials including one page feature guides, best practice artifacts, webinars, custom training for large teams and more · Excellent communication skills for facilitating customer meetings, training, implementation calls and support calls while articulating Headsets’ value proposition. · Diplomatic and tactful approach when working through issues · Proficient in basics of Salesforce CRM · Technical knowledge or the willingness/desire to learn new technology · Willing to travel as needed to client site based on customer and business needs · Bachelor’s degree in a relevant field is highly desirable · Business Intelligence Modeling experience a big plus · Experience at a small, fast-growing startup a big plus · Authorization to work for any US employer without requiring visa sponsorship of any kind What we offer: · Competitive compensation package, including medical/dental/vision plan · Generous paid time off policy · Bonus plans · Company stock options · Casual work environment in a thriving downtown Seattle location · The chance to work at a company in one of the fastest growing industries in the US. Headset About Headset: Headset is a Seattle-based startup providing retail analytics platforms for the cannabis industry. CNN Money, Forbes, Bloomberg and others have all featured how Headset is bringing clarity to the cannabis industry by providing actionable insights that empower cannabis brands, retailers and dispensaries to make better business decisions

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Seattle, Washington
United States

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