Customer Success Manager - West Valley City, United States - Vanilla Technologies Inc.

Description

Job Description Job Description About Us Vanilla is a fast-growing financial and legal technology company that is revolutionizing the way that people approach estate planning.

As category leaders, we empower advisors to unlock decades of industry-leading expertise to create an extensive and valuable plan for their clients.

From our new headquarters in Salt Lake City, we are committed to creating an exceptional product and culture. We believe work is just one part of a happy, healthy life. We dont speak in startup tropes or have craft beer on tap.

Were a small team of people that are very good at what we do and are happy to be doing it.

We're currently looking for an Enterprise Customer Success Manager who is passionate about what Vanilla is delivering to customers.

You'll be working with a group of diverse designers, developers, operations managers, and attorneys, all of whom share a passion for building beautifully designed products and making complex processes user friendly.

This position will be hybrid and include several days a week working from our new Salt Lake City office .Job Description As an Enterprise Customer Success Manager (CSM), you will be serving as the main point of contact for one or more of Vanillas enterprise or strategic customers.

Your key objective will be to serve as a trusted advisor, helping them overcome adoption challenges and driving incremental value through expansions.

You will own the overall relationship with the customer which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

Responsibilities include Operate as a trusted advisor focused on ensuring the customer gets access to the best knowledge of our solutions, technical detail, and delivery know how, that will ensure their successOwn one or more assigned accounts where you will lead the development of a relevant and actionable customer success plan, and partner internally to ensure successful delivery of related services and support functionsOwn the account strategy for engagement, adoption, and success planningDemonstrate ability to understand the customers needs, develop and establish new business relationships and provide thought leadership to influence and build trust at different customer levels including senior/executive management, IT decision makers all leading to increased customer satisfaction & further expansion opportunitiesInspire confidence and drive utilization of Vanilla software and services through education and strategy sessions to ensure the customer is successful in their adoption of Vanilla technologyAccelerate new user adoption through functional and conceptual instruction and provide continuous education on new featuresContinuous engagement with the customer, ensuring any business churn risks are identified as early as possible and devise action plans to prevent and/or overcomeBe the voice of the customer internally and build a strong working relationship with the Product team to provide feedback that enables continuous development and improvement of how we do businessConduct regular meetings with the customer and other stakeholders to review the product's impact on the business, status of support tickets, project timelines, operations, contractual commitments, escalations, and other inquiriesMonitor and report on key metrics such as performance metrics, product usage, support history, business outcome, and keep customer up to date on the over value of the productWork in partnership with Account Management to secure renewals and identify new revenue opportunities to achieve annual renewal and growth targetsReport regularly to internal stakeholders on various customer metrics.

Escalate customer issues in a timely manner and take a proactive, results oriented approach to solving customer needs.

Collaborate with the Director of Customer Success and other CSMs to identify areas where operational efficiency can be improved, improving the teams ability to function effectively at scaleQualifications 5+ years experience in customer success, account management, consulting, solutions engineering or related fields.

Ideally, experience is with a SAAS product in the financial services space.

Experience in promoting SAAS solutions for large enterprises in either a pre-sales or customer success roleAbility to understand customers needs and provide thought leadership to influence and build trust at different levelsInnovative and skilled at seizing opportunities and transforming strategy into resultsAbility to form relationships with colleagues, prospects and customers through strong interpersonal skillsAbility to multi-task and manage competing priorities across multiple customersDemonstrate excellent organizational and people skillsSelf-starter able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detailA clear, confident, and persuasive communicator who can craft, summarize, and deliver messaging for various groups of users, influencers, and stakeholdersPossess a strong executive presence and ability to positively present themselves and the Vanilla value proposition to customers, prospects, and internal leadershipExperience with Salesforce and business analytics platforms a plusPlease include your resume AND a brief cover letter of your most recent accomplishments.

Vanilla Technologies Inc.

(dba 'Vanilla') provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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