Customer Success Manager - Baltimore, United States - Bridgeway Benefit Technologies

Bridgeway Benefit Technologies

Verified Company

Baltimore, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

We are seeking a passionate and self-motivated
Customer Success Manager (CSM) to join our growing Customer Success organization at
Bridgeway Benefit Technologies.

As a Customer Success Manager, you will serve as the customer liaison, advocate, and advisor for Bridgeway's customers on our SaaS benefit administration platforms and related services.

You will be responsible for fostering customer relationships and satisfaction, ensuring customer retention, positively affecting subscription renewal, identifying up-sell opportunities, and ensuring Sales and Service-related engagements are scoped and managed to customer satisfaction.

Responsibilities:

Act as the primary contact for Bridgeway customers, as we seek to reduce the number of roles directly communicating to customers and focus the point of communication around the Customer Success Manager.
Understand your customers' business goals and strategies and effectively communicate the value of Bridgeway solutions, showcasing our expertise.
Collaborate across the Bridgeway enterprise to handle your customers' needs successfully, while acting as the internal orchestrator between and among many departments including, but not limited to, Sales, Services, Engineering, Executive and Business Leadership team, and more.
Engage in the early lifecycle of the customer and Bridgeway relationship, to include preSales in conjunction with the Sales team.
Routinely document and update success strategies for customers that you lead. These include, but are not limited to, Annual and Quarterly Planning and Review Sessions, both internally and externally, such as MBR and QBRs.
Plan, lead, and direct Quarterly Business Reviews (QBRs) and other customer checkins to ensure our existing customers are getting value from Bridgeway products and solutions, through proactive, metricsbased engagement.
Work with Support, Services, Project Management, and other internal functions, to aid in timelines and expectationsetting with customers.
Grow software adoption and build customer success plans, through working with internal teams and establishing a regular cadence with each assigned customer, providing recommendations, solutions, and best practices.
Ensure renewals and identify and escalate atrisk customers earlyon to senior leadership, to develop a plan for retention.
Map out large accounts, identifying key players, and establish relationships across the customer base.
Serve as the escalation point for issues regarding service level agreements, projects, upgrades, or open support tickets.
Using internal systems and in collaboration with internal teams, actively and thoroughly document all important strategic and technical matters and history relating to customers that you manage.
Represent Bridgeway at industry events and meetings.

Requirements:

Minimum of 3 years of experience in a customerfacing role focused on SaaS platform customers
Experience in the Taft-Hartley industry, preferred
Highly proactive, selfmotivated, organized, reliable, outgoing, and fearless in tackling challenges
Excellent written and verbal communication, presentation, and problemsolving skills, with the ability to engage with individuals at all levels of an organization
Experience understanding complex business problems, developing strategies, and working with technology and services teams to deliver software solutions
Strong relationshipbuilding skills, with the ability to remain composed when facing unexpected challenges and competing demands
Bachelor's degree

Bridgeway is an Equal Opportunity Employer.