Customer Success Manager - SaaS Software
On-siteAnthony, Kansas, United States
Job Summary
Manage a portfolio of 20+ customers as the primary contact, autonomously handling communication and resolving critical situations with the aid of technical managers. Proactively analyze performance metrics to educate clients on best practices, driving engagement and retention while sharing solution guidance to help them realize value from Annex Cloud. Provide expert product insight to Product Management, Marketing, and Sales regarding innovation opportunities. Maintain deep expertise in Annex Cloud's Loyalty Experience Platform and its integration with eCommerce, ESP, and POS systems. This role requires bilingual English-Spanish capabilities and is based in the US (preferably East Coast) for a remote position.
Required Qualifications
- 5+ years' experience in customer-facing account management
- Experience maintaining valuable and outcome-based relationships with a diverse customer account base
- Passion for working with leading edge, web-based technologies
- Desire to understand Annex Cloud benefits, use cases, and technical elements
- Self-motivated
- Quick learner
- Team player
- Ability to work in a fast-paced environment
- Problem solver
- Comfortable with ambiguity and rapid change
- Outstanding organizational and multi-tasking skills
- Exceptional team player
- Ability to get things done
- Respect for others
- Excellent telephone and email etiquette
- Ability to maintain a professional demeanor
- Bilingual English-Spanish
Desired Qualifications
- Experience in software or web development
- Experience in CX
- Experience working in Loyalty and/or marketing
- Experience with e-commerce
- Understanding of SaaS
- Experience with e-commerce and enterprise level accounts
- Experience working in a dynamic, fast paced start-up environment
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