Customer Success Manager

Job Description

Job Description

We are looking for a dynamic, high-volume Customer Success Manager to join our outstanding customer success team! In this role, you will manage an extensive portfolio of accounts, focusing on customer retention, satisfaction, and engagement.

You aim to ensure customers maximize the value of their Shiftboard’s workforce management solutions through proactive support, guidance, and the efficient use of internal resources.

Customer Success Managers collaborate with Account Management (part of Sales), Marketing, Product Management, Implementation, and Customer Support to deliver value-added solutions, tools, and advice to delight users, retain and increase customer adoption, promote brand loyalty, and increase revenues.

Your duties will include proactively checking in with existing clients at scheduled intervals, answering technical and non-technical customer inquiries, providing coaching on user adoption, consulting on best practices, providing advice on corporate change management, providing additional training, communicating system improvements, and managing customer feedback.

You will collect and respond to user feedback, and coach Shiftboard advocates at your customers. You will also ensure all internal stakeholders are current on your customers' key activities and product feature needs.

You will contribute to documentation, help expand our social media presence, and may write articles for our blog.

Who we’re looking for

You want to maximize the value of Shiftboard solutions to our customers. You understand that SaaS businesses sell a solution, not just a product, and that the solutions we provide are for the customers who use them.

You are passionate about delighting users and are eager to coach and guide them on how they can best leverage our solutions.

You look for ways to maximize value and optimize our service offerings throughout the customer lifecycle, from sale to post-launch.

You are social and analytical, possess an aptitude for learning and using new software, and can communicate clearly and effectively.

You have the ability and interpersonal skills to build relationships and trust with new customers and see yourself as an advocate for customers within Shiftboard.

You are ready and willing to navigate the Shiftboard organization on a customer’s behalf to ensure we gather the correct requirements, configure appropriate solutions for their needs, deliver the complete solution into users' hands, and leave them confident and successful in using the software.

You know there's no perfect solution, but you feel pretty good when you've come close!

What you’ll do

• Manage a large portfolio of accounts, ensuring high customer satisfaction and retention by promoting product value, cultivating brand ambassadors, and addressing customer needs proactively
• Collaborate with Account Managers, Implementation, Product Management, Customer Support teams, and other colleagues to maximize the value of Shiftboard solutions to our customers, drive user adoption, and address any customer concerns that could impact annual renewal
• Establish clear retention goals with related process milestones for both you and your customers
• Utilize data-driven insights to proactively engage with customers, promoting product value and identifying upsell and cross-sell opportunities for Account Managers to drive additional revenue
• Review system usage and alert / activate Shiftboard teams to address concerns that may indicate renewal issues or churn threats
• Uncover, analyze, and comprehend a variety of business requirements, including consideration of customer priorities
• Implement templates, processes, and routines of engagement strategies to manage high volumes of accounts efficiently
• Advise customers on solution features, configuration and integration options, and system processes and procedures
• Identify, prioritize, and resolve client issues / concerns; coordinate with appropriate internal departments to provide responses and / or solutions that improve all aspects of the customer experience with Shiftboard
• Develop and maintain strong cross-functional relationships with colleagues in Sales, Product Management, Customer Success, and Customer Experience
• Provide internal feedback and suggestions to improve customer’s overall product, implementation, and training experience
• Understand and promote the features and benefits of Shiftboard's solutions
• Support the vision and values of the company
• Participate in various company initiatives and projects as requested

Skills you’ll need

• Bachelor’s degree in business, communications, or technology
• 4+ years of experience in customer service or customer success position that includes promoting solution value through user experience
• Ability to manage a large volume of customers effectively
• Ability to prioritize and pivot priorities based on customer needs
• Strong ability to communicate and foster positive business relationships, understand customer goals, and explain how software solutions can meet those goals
• Leverage a process improvement mindset to identify inefficiencies, redundancies, and opportunities for enhancement and implement scalable solutions that drive operational efficiency and customer satisfaction
• Technical skills explaining and fostering the use of software solutions with the ability to troubleshoot as needed
• Excellent communication and presentation skills, including experience in user and process documentation
• Must be personable and enjoy working with people in an entirely customer-facing role
• Ability to establish goals, engage, and effectively manage cross-functional teams to deliver customer value
• Organized, detail-oriented, and able to support many client stakeholders at once
• Ability to deal with ambiguity and structure the unstructured
• Accountability and personal organization and self-driven to meet performance objectives
• Demonstrated ability to work both collaboratively as part of a team and independently with minimal supervision
• Strong problem-resolution skills and proven ability to engage and interact with internal teams to resolve client issues
• Can work logically to diagnose and resolve basic-to-intermediate issues and recognize circumstances that require escalation
• Experience in the Workforce Management or Human Capital Management domains and / or the Energy and / or Manufacturing industry verticals preferred
• Experience with Salesforce (or other CRM or CSP)
• Ability to travel (job requires up to 15% travel)
• Comfortable working in a remote environment with video-conferencing tools

What you’ll get

• Competitive compensation
• ESPO (employee stock option program)
• Medical / dental / vision / LTD coverage
• 401(k)
• Parental leave and support
• Flexible hours and unlimited time off
• 12 paid holidays per year
• Flexible / hybrid work environment (fully remote may be considered for the right candidate, but must be a resident of Arizona, Idaho, Michigan, North Carolina, Oregon, Pennsylvania, Tennessee, Texas, Virginia, or Washington)
• $1,200 per year for home office expenses
• Employee wellness program
• Charitable donation match
• Career advancement opportunities

The U.S. total annual compensation range for this full-time position is between $75,000 and $100,000 per year. This range represents a combination of annual base pay and bonus opportunities.

Actual offers may be higher or lower than this range based on various factors, including, but not limited to, the candidate’s job-related skills, experience, and education.

A salary higher or lower than this range may be appropriate for a candidate whose qualifications differ meaningfully from those listed in the job description.

Who we are

Shiftboard is proud to provide workforce scheduling solutions for mission-critical operations that make the world go round.

Leading manufacturing, energy, healthcare, and public services companies rely on our award-winning technology to keep their operations running smoothly, business goals on track, and employees happy.

Backed by innovative technology and an award-winning team, Shiftboard has supported over 500 million scheduled shifts for thousands of customers, including Fortune 500 companies, providing the employment pipeline for more than $45 billion in wages earned.

In our constant pursuit to better serve our customers, all team members bring creativity, pragmatism, and intellectual rigor to their responsibilities.

We have high expectations of each other and work as a team to continually improve our industry-leading platform. Our growth mindset, coupled with execution, has allowed Shiftboard to create revolutionary workplace solutions.

Shiftboard seeks to make every employee feel appreciated and welcomed. We are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind.

We are committed to the principle of equal opportunity for all employees and to providing a work environment that makes everyone feel an integral part of the team.

In addition to a competitive salary and benefits package, we offer an employee stock option program, an employee perks and wellness program, and an open communication policy.

If you appreciate being challenged to do your best work, making a difference every day through innovation and commitment to customers, please take the time to send us your resume

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