EverPro - Customer Success Manager (Remote, US)

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 a Customer Success Manager to focus on our Security and Alarm customers for Bold Group.

The Customer Success Manager’s main purpose is to act as a first point of contact for our key customers, working to resolve any issues and questions to the best of their ability, escalating more complex issues internally to ensure quick resolution, and, most importantly, onboarding our new customers efficiently and effectively. The Customer Success Manager is responsible for building and maintaining customer relationships.

We are looking for an individual with exceptional communication skills who loves speaking to people and has a natural ability to deliver superior customer experience. Previous experience managing a diverse customer portfolio in a SaaS business would be highly advantageous.

Responsibilities:

• Responsible for a portfolio of key customers

• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals

• Driving incremental revenue from up-selling additional solutions

• Work with our customers to ensure they maximize their potential using our software

• As part of the onboarding team, ensure the customers have a seamless experience

• Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams

• Internal stakeholder management, to ensure complete business support

• Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention

• Measure, monitor, and report internally and externally to Customer Stakeholders

• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions

• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption

• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners

• Work cross-departmentally to find solutions to complex scenarios and integration issues

• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience

• Work transparently to surface customer problems and allow others to participate in solving them

Skills and Experience needed for success in this role:

• 3-5 years experience working in a SaaS, B2B environment, for example, account management or customer success role

• Proven experience in customer success or account management role, ideally with an ERP or alarm monitoring software provider

• Experience in managing significant technology and operational programs and have credibility as a trusted advisor to customer executives for such programs

• Advanced project management experience & skills

• Ability to translate business requirements into business value, and work with sales, development, product, and marketing teams to promote value-driven solutions to cust