Customer Success Manager

Job Description

<h3>Job Description</h3><p>Job Description<p><p><p><strong>What you&#39;ll do</strong></p><ul><li>Manage projects by creating implementation work-plans, facilitate status calls that drive completion of project milestones, and provide project progress reporting. Track and report on hours spent on customer projects. </li><li>Uncover, analyze, and comprehend a variety of system requirements requiring review and consideration of multiple business priorities</li><li>Advise customers on solution features, configuration options, and system processes and procedures</li><li>Configure and customize new SchedulePro and ScheduleFlex customer instances, as well as understand and configure interfaces to third-party applications</li><li>Manage changes to requested solutions, including following the documented change request process for scope and billing management</li><li>Onboard clients, including creating training material and conducting effective training calls and/or visits with clients</li><li>Proactively surface project risks and issues for the team to address as well as provide consultative guidance and dynamic solutions for any issues that arise </li><li>Provide proactive outreach at all stages of the customer lifecycle</li><li>Identify, prioritize, and resolve client issues/concerns; coordinate with appropriate internal departments to provide responses and/or solutions</li><li>Develop and maintain strong relationships with colleagues and clients to ensure maximum satisfaction and retention levels</li><li>Participate in customer support standby rotations when the regular support team is unavailable</li><li>Assist, if requested, in the sales process, providing technical sales support</li><li>Become an expert in the features, benefits, and implementation of Shiftboard&#39;s SchedulePro and ScheduleFlex solutions</li></ul><p><strong>Skills you&#39;ll need</strong></p><ul><li>Bachelor&#39;s degree in business or technology with one or more years&#39; experience implementing business software in a consultative role within a SaaS environment preferred though greater experience in a related role with increasing responsibility may be considered as an appropriate substitution</li><li>One or more years of experience managing software implementation projects</li><li>Two or more years of software application implementation experience in a consultative role, preferably within a SaaS environment</li><li>Excellent communication and presentation skills</li><li>Must be personable and enjoy working with people in an entirely customer-facing role</li><li>Knowledge of project <span >management/delivery</span> methods and tools </li><li>Organized, detail-oriented, and able to support many clients at once. Ability to deal with ambiguity and structure the unstructured</li><li>Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision</li><li>Strong problem resolution skills and proven ability to engage and interact with internal teams to resolve client issues</li><li>Work logically to diagnose and resolve basic to intermediate issues and recognize circumstances that require escalation</li><li>Working knowledge of Scrum and other Agile methodologies </li><li>Bonus: previous experience with programming, or ability to write simple database queries and scripts </li><li>Comfortable using and learning software, including MS Office (Excel), multiple internet browsers, ticketing/tracking systems</li><li>Experience in the Workforce Management domain preferred</li><li>Experience with Salesforce (or other CRM) desired</li><li>Ability to travel (job requires up to 30% travel)</li><li>Comfortable working as needed in a remote environment with video-conferencing tools</li></ul><p><strong>What you&#39;ll get</strong></p><ul><li>Competitive wages</li><li>ESPO (employee stock option program)</li><li>Medical/dental vision coverage</li><li>401(k) </li><li>Flexible PTO and 10 paid holidays per year</li><li>Career advancement opportunities</li></ul></p></p></p>