Customer Success Manager - Lyndhurst, United States - Innovative Refrigeration Systems

Innovative Refrigeration Systems

Verified Company

Lyndhurst, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Customer Success Manager

Innovative Refrigeration Systems, Inc. is looking for a results-oriented
Customer Success Manager in Lyndhurst, VA. The
CSM will act as the primary advocate for ongoing wellbeing of the customer after the sale has been closed. This person will facilitate and manage our Software as a Service (SaaS) onboarding process, resolve any support issues that arise, work with the staff to conduct training on our SaaS products, and manage customer relationships. This entry-level role will act with autonomy to ensure that customers are fully satisfied with the product and continue to be successful with Innovative's software.

Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.

Job Role:

The Customer Success Manager will own the customer relationship post sale and ensure successful onboarding, retention, and customer satisfaction for Innovative Software as a Service platforms.

Key Duties:

Act as the primary point of contact for clients following sales of Innovative SaaS products
Own the entire relationship with clients including onboarding, implementation, adoption, retention, satisfaction, and ongoing training needs.
Conduct activation webinars for new client instances.
Actively coordinate softwaretraining sessions to increase engagement and comprehension.
Address any customer support tickets and followup to ensure escalations are resolved.
Monitor analytics to track end user metrics and develop effective outreach strategies.
Establish longterm relationships with assigned clients as their trusted and strategic advisor by ensuring the continued value proposition of our products and services.
Conduct ongoing health checks for all accounts.
Conduct quarterly outreach to increase customer engagement and uncover new opportunities for the Sales and Engineering teams.
Work with various departments to connect with customers requiring assistance or guidance maintaining their programs.
Work with Sales team to upsell additional products to existing customer base.

Requirements:

2+ years of general customer service experience preferred.
Strong computer skills to include Microsoft Office Suite, internet research, and database entry. Knowledge of Salesforce, HubSpot, other CRM, or helpdesk software is a plus.
Detailoriented with the ability to multitask.
Excellent verbal and written communication skills.
Strong problemsolving skills.
Deadline driven.
Must be able to work in a team environment but also independently with mínimal supervision.

Preferences:

Former SaaS experience in a customerfacing role.
Former professional coaching or teaching experience.

Benefits:

In addition to a competitive base salary, we offer a robust benefits package:

Retirement plan;
company matches dollar for dollar up to 15%:
Health insurance; company pays 75% of the premiums for employee/family
Dental insurance
Vision insurance
Weekly pay
Competitive vacation & holiday pay
Supplemental insurance available (Aflac)
Shortterm & longterm disability coverage
Accidental death/dismemberment coverage after one year of employment
Life insurance coverage after one year of employment
Employee referral incentives
Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions