Customer Success Manager

Your mission as a Customer Success Manager is to build client loyalty and success through product adoption with our small business accounts.  In this role, you’ll implement a year-round touchpoint strategy with clients to ensure Energage products/services are exceeding clients’ expectations, clients are getting value from our products and services, and have all of the tools and resources they require. You will act as the voice of the customer, using their feedback to enact product and/or process changes within Energage. Additionally, a Customer Success Manager is also well-versed on the technical side of projects and can offer insight and tips on how to use features and troubleshoot.

 

Energage is a remote workplace with employees in various locations. This role is available for remote work in a variety of locations with some exclusions. We are looking for candidates to work in Eastern Standard Time hours.

• California

• Colorado

• Massachusetts

• New York City

• Washington

• Outside of the US
  
  

Accountability and Impact:
In this role, you’ll…

• Aid company growth by nourishing, building, and growing relationships across a portfolio of clients

• Establish clear goals, milestones and metrics that you and the Customer will be working towards; periodically re-assessing and reviewing these with the Customer

• Understand and align with your clients business goals, most importantly using the Energage platform to help them in achieving those goals

• Work collaboratively with a variety of other departments, such as Onboarding and Support, Client Services, Development, and Renewals to ensure ongoing customer satisfaction and retention

• Contribute to revenue generation through account expansion and renewals opportunity identification

• Completing regular checkpoints via phone and email, sending relevant marketing content, etc.

What you bring to the role:

• Must be able to articulate customer business requirements and serve as the customer voice internally, even anticipating customer needs based on common scenarios experienced. Clients have the impression that you listen and understand their problems

• Must be skilled at solving business problems for our customers using the Energage platform

• Strong multi-task management skills across a varied set of responsibilities

• Strong communication skills (written, verbal, and presentation)

• A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals

• Highly organized, team player, responsive, positive, excellent collaborator, and critical thinker

• High level of intellectual curiosity. You see opportunity and growth in learning more about what you do and how it impacts others

• Strong passion for speaking with customers for the majority of the day

• Maintain accurate records of all activities in SalesForce.com

Measured on:

• Your success will be measured by net retention

 

Benefits of Working at Energage:

• PTO policy includes company holidays, sick time, vacation time, and floating holidays

• Flexibility,  While employees appreciate the flexibility of daily remote work, they are also given the opportunity for in person interaction, whether in our office in Exton PA or in a coworking space or outing with colleagues in their local area.

• Company pays a portion of individual health care premium

• Option to participate in a company-sponsored 401(k), with company match dependent on employee contribution

• Training and education

• Tuition reimbursement program

• The opportunity to work for a Certified B-Corporation using business as a force for good (https://www.bcorporation.net/)

 

About Energage:

Energage is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through Top Workplaces. Built on 14 years of culture research and the results from 23 million employees surveyed across more than 70,000 organizations, Energage delivers the most accurate competitive benchmark available. With access to a unique combination of patented analytic tools and expert guidance, Energage customers lead the competition with an engaged workforce and an opportunity to gain recognition for their people-first approach to culture. For more information or to nominate your organiza