Note: The job is a remote job and is open to candidates in USA. Acumatica is a leading innovator in cloud ERP solutions, dedicated to helping small and midsized companies thrive in the digital economy. They are seeking a Customer Success Manager to achieve high customer satisfaction scores and manage customer escalations while coaching partner Customer Success Managers.
Responsibilities
- Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective and efficient territory management
- Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success
- Own and manage customer escalations and coordinate across departments to final resolution
- Assist P-CSMs with policy and license questions
- Contribute to Customer Success Best practices
Skills
- 5+ years of SaaS or ERP experience, preferably in Sales or Implementation or Support roles
- Located in the USA
- Excellent oral & written and frictionless communication skills
- You work efficiently and effectively in a telecommuted world (we are mostly a distributed company)
- You listen, ask questions, build consensus, de-escalate, solve ambiguous problems
- You enjoy coaching and teaching others how to excel as a customer success manager
- You have experience with high-stakes account management, subscription renewals, churn/contraction mitigation, and expansion
- You are passionate about driving customer satisfaction and making good business decisions
- You enjoy learning, be it new software, processes, or policies – and enjoy sharing that knowledge
- You learn quickly, are resourceful and self-directed, and can work independently
- You are detail-oriented and organized
- You effectively interact with C-Level executives of 100+ employee companies
- You effectively manage tense situations and help bring them to an effective resolution
- You enjoy and are proficient at handling diverse workloads and can prioritize effectively
- You enjoy a dynamic work environment (continuously evolving and fast-paced)
- You are a team player, willing to contribute to the overall success of the team
Benefits
- Annual bonus and stock
- Sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role
- Healthcare benefits (medical, dental and vision insurance for you and your dependents)
- Employer paid Short-Term/Long-Term Disability and Basic life coverage
- 401(k) plan with company match
- Flexible time off, sick and safe leave
Company Overview
Acumatica is a cloud ERP system that offers business management solutions for companies. It was founded in 2006, and is headquartered in Bellevue, Washington, USA, with a workforce of 501-1000 employees. Its website is https://www.acumatica.com.