What are the responsibilities and job description for the Customer Success Manager position at Spur?
Customer Success Manager
Job brief
Spur is looking for a motivated, hungry individual to join our team as a Customer Success Manager. A Spur Customer Success Manager is the main point of contact for a workplace using our PEO (professional employer organization) services. They are responsible for closing customers, onboarding them as new users, answering questions, providing support, turning the account into a reference, and also growing the account.
The Customer Success Manager’s main activities for an account are to:
- Answer questions
- Provide clarification on technical issues
- Escalate potential issues needing technical support
- Drive workplace NPS
- Ensure account retention
- Grow the account
- Develop referrals from the account for sales
- Thrive as the main POC for the Accounts Stakeholders
What you´ll do
- Develop long-term, trusted advisor relationships with workplace customers, stakeholders, and executive sponsors by serving as the primary point of contact for all workplace account management matters and exceeding workplace customer expectations by delivering exceptional service on a day-to-day basis
- Ensure the timely and successful delivery of workplace solutions according to workplace customer needs and objectives
- Help workplace customers develop an understanding of the product and services via email, phone, online presentations, screen-share, and in person meetings
- Monitor and analyze workplace customer’s usage of our platform
- Forecast and track key workplace account metrics
- Grow revenue from workplace customer accounts to meet sales quotas
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Collaborate with internal teams to onboard and integrate new workplace customers
- Liaise between the workplace customer and internal teams, including worker team, to aid in sourcing new Spur workers
- Continually enhance knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations
What you should already have
- Bachelor’s Degree in appropriate field of study or equivalent work experience in account management
- Proven ability to manage multiple projects at a time while demonstrating keen attention to detail and adherence to deadlines
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization
- Experienced in delivering targeted solutions based on customer needs
- Exceptional listening, negotiation, issue de-escalation, and presentation skills
- Track record of relationship building with integrity, reliability and maturity
- Strong digital/technology understanding and the ability to learn new technology quickly
- Advanced critical thinking and problem solving skills
Achieve your authentic work-life harmony at Spur
Our team is committed to being truly exceptional at our craft and using our talents to solve problems that are worth solving because they make the world a better place. We’re passionate about our product, creating value for all of our stakeholders, and defining the future of work.
This passion extends to our employees. We care deeply about creating a culture of transparency, curiosity, deep thinking, and fun. We offer competitive salary and benefits including stock options for all employees, a flexible work environment, and strong work culture. Our perks include gym memberships, free books and group book study, catered meals, lunch-n-learns, socials, and provisions for conferences and learning. We celebrate and support each other. We, equally, hold each other accountable to high standards. Join us on Twitter and Instagram (@spurjobs).
Spur is proud to be an equal opportunity employer.