Customer Success Manager Tax Software

Why Ryan

• Competitive Compensation and Benefits

• Home Office Stipend

• Business Connectivity Reimbursement (Phone/Internet)

• Gym Membership or Equipment Reimbursement

• LinkedIn Learning Subscription

• Flexible Work Environment

• Tuition Reimbursement After One Year of Service

• Accelerated Career Path

• Award-Winning Culture & Community Outreach

Core Responsibilities:

• Deliver a world class customer experience
• Build and maintain deep trusting relationships with customers by understanding their unique business goals and challenges.
• Identify upsell and cross-sell opportunities that align with customers long term business strategies.
• Lead individual product enablement sessions and create scalable content to enhance customer product knowledge usage and efficiency.
• Design and execute strategic customer success plans detailing objectives potential roadblocks success indicators and timelines.
• Document and standardize best practices creating resources like playbooks how-to guides and FAQs from customer interactions.
• Collect and communicate customer insights to internal teams amplifying the customer voice and identifying recurring trends that will help influence product development.
• Work closely with Sales Support and Implementation counterparts ensuring a smooth transition from the sales process to ongoing customer success.
• Proactively identify signs of potential churn or renewal risks using problem-solving skills and collaborating with internal teams to develop and implement resolution strategies.
• Identify and intercept customer pain points.
• Encourage customer advocacy by facilitating customer testimonials and case studies.

You Have:

• Proven work experience as a Customer Success Manager or Account Manager managing a dedicated book of business comprising of large complex global enterprises.
• Exceptional ability to communicate and develop strong business relationships with executive sponsors and licensed customers.
• Creative problem-solving skills & deep curiosity. Proactively closing knowledge gaps by learning from and sharing with peers.
• Humble team-focused attitude with an eagerness to lift up others.
• A desire to create an impact in a foundational role that will help shape the future of the organization.
• Bachelors degree with 5 years of experience (a mix will be considered if combined totals in one area significantly exceed another that may be slightly under 5 years)

Technical Skills:

To perform this job successfully an individual should be proficient in using the following applications or systems:

• Microsoft Office Suite for performing Intermediate/Advanced data analysis creating top-tier customer and executive presentations
• Salesforce experience for documenting customer relationships and the ability to create and run reports and dashboards.
• Salesloft Outreach or other Sales engagement platform experience
• Customer Success Platform experience is a plus

#DICE

#Li-hybrid