EverCommerce - Enterprise Customer Success Manager, Customer Experience Solutions

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/

We are looking for an Enterprise Customer Success Manager to focus on our Customer Engagement Solutions (CES) product lines. CES helps the best service contractors, homebuilders, and remodelers in North America manage their online reputation, generate business, and deliver an exceptional customer experience. Our customers represent the “best of the best” in the home improvement and service industry. We are looking for talented, energetic, and motivated people to join our team to build an extraordinary company.

The Enterprise Customer Success Manager will be responsible for caring for and supporting our VIP customers across our CES brands, acting as their main point of contact and ensuring all expectations and performance metrics are being achieved. From working with C-Suite executives down to coordinating initiatives with administrative teams, the ECSM will facilitate a multitude of initiatives for our top customers whether it be project management, product implementation and training, or strategic executive planning. Relationships will be created and maintained via email communications, inbound/outbound telephone calls, training sessions, and ongoing business reviews.

Responsibilities:

• Oversight of enterprise-level relationships consisting of dozens to hundreds of individual locations and franchises
• Proactive outreach to your portfolio of customers by phone and email
• Perform recurring executive business reviews to maintain expectations, drive growth, and deliver results
• Lead web conference training sessions for customers and their teams
• Identify opportunities to increase revenue with existing customer base
• Contribute to the improvement of our Enterprise CS workflows and efficiencies 
• Collaborate with sales, our member communication team, production and other functions, ensuring cohesive communications to our top customers and that deadlines are being met
• Meet or exceed quotas around revenue retention, revenue expansion, and renewals.
• Travel to partnership events and on-sight kickoffs as necessary

Skills and Experience needed for success in this role:

• 5 years or more of relevant CS or sales experience at a SaaS company including work with renewals, upsells, and revenue retention
• 2 years or more of relevant CS or sales experience working with enterprise-level customers 
• Experience working with large franchisors is a plus
• Commitment to providing “wow” customer experiences, building on (and improving upon) our very high recommendation rate 
• Superb telephone etiquette and eloquent prose skills
• Project management experience is preferred
• Proficiency with Office 365 and Salesforce is required
• Web-savvy, comfortable with social media tools and all things web-related 
• Outstanding organizational skills, with strong follow-through on tasks 
• High energy, positive attitude
• A serious interest in learning, and sharing those learnings with others for the betterment of the organization

Where: [100% remote role with opportunities to travel to conferences/customer offices about once a quarter]
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zone