Customer Success Manager

About the role

The Customer Success Manager (CSM) plays a vital role in ensuring customers achieve their desired outcomes while using SWIVEL’s solutions. They serve as a key member of customer-facing teams, leveraging extensive knowledge of SWIVEL solutions to support sales and new business growth.

Responsibilities

• Serves as a key member of customer-facing teams and is expected to leverage their extensive knowledge of SWIVEL solutions to support sales and new business growth.
• Maintains customer health metrics, proactively addresses risks, and implements strategies to prevent churn and ensure long-term retention.
• Works with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives.
• Promotes cross-selling and product adoption opportunities, advocating customer needs to cross-functional teams, and managing customer concerns.
• Identifies dissatisfaction risks and collaborates with internal teams to remediate and ensure renewal of contracts and high levels of customer satisfaction.
• Leverages Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth.
• Creates and delivers data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization.
• Reports on trends associated with customer engagement and presents recommended methodologies to senior leadership.
• Drives operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization.
• Serves as a senior role on the team, bringing industry experience and mentorship of associate-level team members.
• Stays ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

Requirements

• Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and/or Finance field of study from an accredited college or university.
• Minimum of five (5) years of customer service and satisfaction in financial services.
• Minimum of three (3) years in Customer Success Management, Account Management, or Sales, and a strong track record of retaining existing clients and contributing to the sales growth within the organization.
• Proficient knowledge of business processes, applicable laws, and regulations.
• Working knowledge of SaaS ecosystem.
• Proficient knowledge of CRM software utilization.
• Advanced organizational, planning, and multi-tasking skills.
• Advanced collecting and analyzing data skills.
• Advanced negotiation skills.
• Advanced managing priorities and deadlines and problem-solving skills.
• Able to communicate and interact effectively in verbal and written communication.
• Able to work collaboratively and build relationships.
• Able to analyze, organize, and prioritize work.
• Able to be adaptable.
• Proficient Microsoft Office skills, including Outlook, Word, and Excel.
• Able to use basic office equipment, including copy machine, personal computer, and fax.
• Able to type 35 WPM.
• Sit for long periods of time performing sedentary activities.
• Push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.

Qualifications

• Must be able to pass a pre-employment drug test.
• Must be able to work in a substance-free workplace.
• Must not be a tobacco user.

Benefits

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Emerging Professionals and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

Pay

The Base Salary Range For This Position Is $89,252.80 - $133,879.20

Schedule

Not specified