What are the responsibilities and job description for the Customer Success Manager - SaaS Software position at Annex Cloud?
Note: This is not a Sales role. If you're in Sales or Business Development, please look at other more relevant opportunities.
Note: Although most
of our clients speak English, we are looking for a bilingual English-Spanish
candidate for this role.
For more than 10 years, Annex Cloud has
been the worldwide leader in technology and service solutions that transform
customer loyalty experiences for organizations, extending valued customer
engagements, ultimately making beloved brands. Powered by the comprehensive and
scalable Loyalty Experience
Platform™ solution suite, Annex
Cloud customers capture and use zero- and first-party data to seamlessly
deliver value-based individualized experiences across the entire customer
journey—from awareness to purchase to retention, loyalty, and advocacy.
Role
Summary:
Responsibilities:
- Autonomously
managing communication with 20 customers, with the aid of a team of technical
managers, designers, developers, and QA personnel for support
- Proactively
analyzing performance and educating the customers on best practices strategies
to drive engagement and increase ROI of their program, resulting in increased
retention
- Be the primary interface to
manage and resolve critical situations
- Deep expertise
of Annex Cloud products, current and future enhancements, and how they
integrate with our customers, eCommerce, ESP and POS platforms.
- Provide expert customer insight
to Product Management, Marketing and Sales on innovation and continuous
improvement opportunities
- Identifying
the opportunity for upsells within the platform, but we have someone internally
who will lead all upsell efforts
- Accomplish other tasks as
assigned
Requirements
- 5 years’
experience in customer-facing account management – in software or web
development ideally in CX
- Experience maintaining valuable
and outcome-based relationships with a diverse customer account base; e-commerce and enterprise
level is a bonus
- Passion for working with
leading edge, web-based technologies, and a desire to understand Annex
Cloud benefits, use cases, and technical elements
- Must be a
self-motivated, quick learner, team player and be able to work in a fast-paced
environment
- Problem
solver. Embraces a challenge. Comfortable with ambiguity and rapid change.
- Possesses
outstanding organizational and multi-tasking skills
- Thrives in a
dynamic, fast paced start-up environment
- Exceptional
team player who understands how to get things done, while respecting others
- Excellent
telephone and email etiquette and ability to maintain a professional demeanor
- Ideal
candidate will have experience working in Loyalty and/or marketing with e-commerce
and understand SaaS a bonus
- This role is
remote, but US based – preferably East Coast in order to be able to work with
US and Europe.
Benefits
