Mid-Market Manager of Customer Success

5 - 7 years experience  •  Business Services

Salary depends on experience
Posted on 12/13/17
Arlington, VA
5 - 7 years experience
Business Services
Salary depends on experience
Posted on 12/13/17

Overview 

The Manager of Customer Success will manage and grow a customer success team focused on best practices that ensure customers derive benefit from our products and consistently maintain satisfaction. This role will be required to maintain a strong working relationship with other resource centers within Snagajob including but not limited to training, internal operations, support, product, and other functional areas. They will also be tasked with updating standard operating procedures, coaching team members, maintaining a high level of performance, and serving as an escalation point. The ultimate goal of this role will be to lead a team that can consistently reduce churn by maximizing renewal and up-sell opportunities.

What We'll Expect:

  • Develop models to define, capture and articulate value and return on investment
  • Coach and mentor team on renewal best practices and identifying upsell opportunities
  • Serve as the voice of the customer and provide internal feedback on how Snagajob can better serve its customers
  • Identify and diagnose challenges that impact the team
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Engage in accounts that are at risk of not renewing
  • Forecast and track key account metrics
  • Come up with strategies and solutions to improve efficiency
  • Maintain thorough understanding of the customers’ end use markets, their customers, and their main competitors.
  • Act under pressure to develop critical paths for projects
  • Identify customer trends and implement solutions.
  • Demonstrate initiative with the commitment and ability to meet deadlines
  • Ability to prioritize and handle multiple tasks with attention to detail and a proactive approach

What You'll Bring: 

  • Bachelor’s degree in a related discipline and 5+ years of proven account management and salesexperience is required. Experience leading an account management or sales team in a high activity environment required
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive level
  • Demonstrated strengths in data-driven decision making and systems thinking
  • Strong organizational skills and interpersonal skills
  • Excellent verbal and written communication skills
  • Excellent listening, negotiation and presentation skills
  • Self-motivation and ability to work independently.  
  • Ability to prioritize and handle multiple tasks with attention to detail and a proactive approach
  • Proven ability to manage multiple concurrent projects while paying strict attention to detail
  • Experience excelling within fast paced, high energy environments.
  • Entrepreneurial minded with an internal drive to continuously hit goals and succeed.
  • Proven ability to lead departmental strategic initiative projects
  • Travelrequired depending on demands of customers and projects

What You Can Expect From Snagajob:

Snagajob offers a highly competitive compensation and benefits package including medical, dental, vision, and life insurance, 401k plan, health and fitness incentives, 20 days of PTO to start and 2 days of paid community service time, eligibility for performance-based bonuses, and casual fun work environment with an award winning culture. Snagajob is an equal opportunity employer.

About Snagajob

With more than80 million registered hourlyworkers and 300,000 employerlocations,Snagajob is America’s #1 hourly marketplace. We focus on creating instant and quality connections soworkers can get jobs and employers can hireworkers—in minutes. Since2000, our mission has been to put people in right fit-positions so they can maximize their potential and live more fulfilling lives. We do this through theSnagajob marketplace and PeopleMatter, our end-to-end platform of talent and workforce management solutions. Ourmobile sourcing, hiring, training,scheduling, and performance management tools drive results for single-locationoperators to Fortune 500 businesses with thousands oflocations, across the restaurant,retail, hospitality andhealthcare industries. With offices in Arlington, VA; Richmond, VA; Charleston, SC and Oakland, CA,Snagajob was named to Fortune Magazine's Great Place to Work® list for eightyears in a row and Washington Magazine's 50 Great Places to Work list for2015. 

 

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