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Customer Success Manager
2 months ago
GeoComply is a leading provider of geolocation, cybersecurity, and anti-fraud innovation solutions. Our cutting-edge technologies help ensure regulatory compliance, combat bad online actors, alleviate user friction, and protect businesses from fraud.
The RoleWe are seeking a highly skilled Customer Success Manager to join our team. As a key member of our customer-facing team, you will be responsible for building and maintaining strong relationships with our valued customers. Your primary goal will be to improve the customer experience for assigned accounts, ensuring long-term success through delivering value via our solutions.
Key Responsibilities- Cultivate and Sustain Relationships: Develop and nurture business and technical relationships with customers to ensure long-term success.
- Establish Trusted Advisor Relationships: Act as the main point of contact and establish a trusted advisor relationship with key customer stakeholders.
- Monitor Customer Health: Continuously monitor customer health metrics, conducting regular check-ins, business reviews, and reporting.
- Onboard and Support Customers: Work with the Integrations team to onboard new clients and handle aspects such as training, troubleshooting, and product demonstrations.
- Analyze Data and Identify Opportunities: Analyze data to identify opportunities for customer experience improvements and business growth.
- Coordinate Stakeholders: Coordinate all stakeholders to achieve customer goals and best performance metrics to deliver value.
- Advocate Customer Needs: Advocate customer needs/issues cross-departmentally and coordinate with sales, product, and support teams.
- Proactively Address Customer Issues: Proactively take ownership of customer issues and requests, removing blockers, leading troubleshooting and communicating solutions back to stakeholders.
- Maintain Customer Records: Maintain and update customer records in the CRM system.
- Identify and Manage At-Risk Accounts: Identify and manage at-risk accounts and develop churn prevention strategies.
- Assist in Renewal Process: Assist in the renewal process and identify upsell and cross-sell opportunities.
- Facilitate Customer Training: Facilitate customer training after new product features are released or new products are offered.
- Monitor Success and Performance: Conduct analytics to monitor the success and performance of implemented solutions.
- Prepare Business Reviews: Prepare and coordinate Business Reviews to actively solve customer problems and ensure that they are maximizing their integration with GeoComply.
- Understand Customer Products and User Journey: Maintain a detailed understanding of the customers' end products and user journey by evaluating and testing customer apps and monitoring customer app stores and reviews.
- Develop and Maintain Product Knowledge: Develop and maintain a thorough understanding of the company's products, technologies and systems, processes and overall business requirements, the customer's structure and use cases, and their laws/regulations and restrictions; continuously interact with colleagues, customers and regulatory bodies.
- Lead Project Management Initiatives: Lead project management initiatives to facilitate seamless transitions for customers, including migrating customers from one environment to another and guiding customers through the process of rectifying technical issues stemming from integration errors.
- Bachelor's Degree: Bachelor's degree in Business, Marketing, or related field.
- Minimum 5 Years of Experience: Minimum of 5 years of experience in Customer Success, Account Management, or related customer-facing role.
- Strong Interpersonal Skills: Strong interpersonal skills with a focus on building customer relationships.
- Excellent Communication Skills: Excellent verbal and written communication skills.
- Business and Technical Aptitude: Strong business and technical aptitude with the ability to understand complex business and customer requirements, prioritizing issues and escalating as required.
- Data Analysis: Ability to analyze data and identify trends.
- Report Preparation: Experience preparing and presenting reports, data analyses and presentations.
- US Gaming and Sports Betting Compliance: Proficient knowledge of US gaming and sports betting compliance, regulations, and requirements.
- CRM Software: Proficiency in using CRM software like Salesforce, HubSpot, or similar platforms.
- Highly Organized: Highly organized and detail-oriented.
- Self-Starter: Self-starter with a proactive approach to problem-solving.
- Team-Oriented Environment: Ability to work in a fast-paced, team-oriented environment.
- Travel: Ability to travel up to 40% of the time.
- Multi-Channel Experience: A history of working effectively in multi-channel, multi-product companies where internal/external bridge-building and partnering is an essential quality.
- Language Skills: Fluent in other languages than English.
Our compensation reflects the cost of labor across several Global markets. The salary for this position ranges from $84,000/year up to $115,500/year. Pay is based on several factors evaluated throughout the interview, including market location, job-related knowledge, skills, and experience. At GeoComply, our salary bands are crafted with purpose. They testify to the diverse range of skills and experiences that fuel our success. In addition to our competitive salary package, we also offer the following personal and professional development benefits:
- Performance-Based Bonus
- Equity Plans
- Paid Vacation and Sick Days
- Extended Health Benefits
- Sports and Physical Wellness Budget
- Charitable and DEI Initiatives
- Team-Building Events
