Customer Success Manager

THE OPPORTUNITY:
This existing vacancy is open to candidates that reside in the United States and Canada.

All VelocityEHS employees have a role in delivering value across our customer base, but it is our Customer Success Managers (CSM) who are uniquely positioned to ensure the value is being received. As a CSM, you will be responsible for engaging with customers' to develop success plans that are designed to help them achieve their Environmental Health and Safety (EHS) and Environmental, Social, Governance (ESG) objectives and ultimately drive user adoption, advocacy, retention, and growth. You will work closely with Support, Account Management, and Renewals teams, representing a diverse customer base.

Primary Duties and Responsibilities

• Work as a trusted advisor and advocate for customers by assisting them to achieve their desired business outcomes
• Ensure customers get a fast time-to-value experience to drive adoption, retention, and growth
• Develop relationships with customers, including a senior stakeholder, to promote advocacy
• Understand VelocityEHS’ Platform solutions, including their features and functions, to help customers solve their EHS and ESG challenges
• Work closely with customers to identify and achieve their desired business outcomes to define and monitor success, as well as drive upsell and cross-sell opportunities
• Follow internal processes to improve customer health and mitigate risk
• Input and maintain the Customer Relationship Management (CRM) software with up-to-date communications, activity, and insights for internal customer visibility and metrics
• Update and regularly maintain customer contacts in the CRM software
• Engage with customers pre-sale and ensure a smooth customer experience post-sale
• Work with internal teams to allow for the best experience throughout the customer journey
• Actively lead manager-level customer-facing communications
• Conduct periodic business reviews to ensure customers are getting value from VelocityEHS’ Platform solution
• Potential travel to customer sites
• Exemplify VelocityEHS' core values: Champion Customer Success, Build Open and Honest Relationships, Choose Simple, Be Humble, and Make a Difference

Minimum Skills and Qualifications

• Minimum 3 years of professional experience in customer success, consulting, or equivalent role
• Bachelor’s degree in a relevant discipline or equivalent experience required
• Industry experience in EHS/ESG
• Experience in customer-facing roles or equivalent experience improving customer satisfaction, adoption, and retention.
• Excellent attention to detail, with the ability to identify and recommend improvement opportunities
• Comfortable working with customers of all sizes and effectively managing customer expectations
• Strong written and verbal communication skills
• Proficient with the use of the Microsoft Office Suite: Outlook, Word, PowerPoint, Excel, and Teams
• Comfortable with process improvement, change, and continuous learning in an evolving Software as a Service (SaaS) company
• Experience maintaining a high level of activity, managing multiple ongoing projects, and working effectively in a team environment
• Strong decision-making, problem-solving, active listening, and organizational skills
• Detail-oriented and self-motivated
• Experience working independently, but can also be an effective team member in a remote environment
• Pro-active learner and open to constructive feedback

Preferred Skills and Qualifications

• Bi/Multi-Lingual
• Experience using any of VelocityEHS' platform solutions
• Experience with CRM platforms (e.g., Salesforce, Gainsight, Outreach)
• On-site experience in a manufacturing workplace setting
• Experience in customer-facing roles or equivalent experience improving customer satisfaction,
  adoption, and retention in a Software as a Service (SaaS) environment

Who is VelocityEHS?
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and
sustainability software company in the world. Relied on by more than 10 million users
worldwide to drive operational excellence and achieve outstanding outcomes, VelocityEHS
is the global leader in true SaaS enterprise EHS & ESG technology. The VelocityEHS
Accelerate® Platform is the definitive gold-standard, delivering best-in-class solutions for
managing ESG, Safety, Industrial Ergonomics, Control of Work, Health, Operational Risk
and Environmental Compliance.

Our customers include the world’s most esteemed Fortune 1000 corporations. F