Mid-Market Manager of Customer Success

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 sales experience 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
Travel required 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, life, short and long-term disability insurance, 401k plan, holidays, paid time off (starting with 18 days), 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 than 70 million registered hourly workers and 300,000 employer locations, Snagajob is America's #1 hourly marketplace. We focus on creating instant and quality connections so workers can get jobs and employers can hire workers?in minutes. Since 2000, 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 the Snagajob marketplace and PeopleMatter, our end-to-end platform of talent and workforce management solutions. Our mobile and on-demand sourcing, hiring, training, scheduling, and performance management tools drive results for single-location operators to Fortune 500 businesses with thousands of locations, across the restaurant, retail, hospitality and healthcare industries.
With offices in Washington, DC; Richmond, VA; Charleston, SC; Atlanta, GA; and Oakland, CA, Snagajob has been named to Fortune Magazine's Great Place to Work? list for eight years running and Washingtonian Magazine's 50 Great Places to Work list for 2015.
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