Customer Success Manager
1 week ago
We are seeking a highly skilled Customer Relationship Manager to join our team at Flextrack Inc. As a key member of our organization, you will be responsible for building and maintaining strong, long-lasting relationships with our customers to ensure their satisfaction and success with our Vendor Management System (VMS) product.
Key Responsibilities- Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition from sales to active users of the VMS platform.
- Account Management: Act as the primary point of contact for assigned customer accounts, managing their day-to-day needs and ensuring their long-term success.
- Customer Health Metrics: Monitor customer health metrics, proactively identifying at-risk accounts and working to prevent churn through tailored engagement strategies.
- Upselling and Cross-Selling: Identify opportunities for customers to expand their use of the platform, introducing new features, products, or services that meet their evolving needs.
- Customer Feedback: Regularly collect and analyze customer feedback, conveying key insights to internal teams to drive product improvements and innovation.
- Issue Resolution: Address and resolve customer issues and concerns in a timely and effective manner, collaborating with technical support and product teams as needed.
- Relationship Building: Develop strong, trusted relationships with key stakeholders within customer organizations, positioning the company as a strategic partner.
- Reporting and Analysis: Prepare and present regular reports on customer status, satisfaction, and account health to internal teams and senior management.
- 3 or more years of experience in customer relationship management, account management, or a similar role, preferably within the SaaS industry.
- Proven track record of managing customer accounts and achieving high levels of customer satisfaction and retention.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Strong problem-solving skills and the ability to think critically under pressure.
- A results-driven mindset with a focus on customer success and business growth.
- Ability to work independently as well as part of a cross-functional team.
Flextrack Inc is a cloud-based vendor management system (VMS) designed by expert contingent workforce practitioners and technologists that enables automation, control, and optimization of your changing workforce. We bring non-employee and employee data together to unlock the full potential of your strategic workforce and deliver our customers a tangible competitive advantage.
We are a fast-paced work environment that will appeal to someone wanting to work on high-impact projects and have real responsibility and accountability for outcomes. There is a strong and supportive team dynamic and company culture which works together towards result-focused goals. New and innovative ideas that improve the core software platform, products, and deliver superior customer value are welcomed.
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