About the Customer Success Manager
We’ve spent a lot of time learning about our customers - who they are and what is important to them. Now, as Take Command serves larger employers with more sophisticated needs and dynamic workforces, we are expanding our Customer Success team. The Customer Success Manager (CSM) will serve as the key point person and trusted advisor to our ICHRA clients while creating and implementing complex strategies that make change seamless for our clients. We are looking for someone with a proactive and positive personality with a desire to problem-solve, think strategically, and ensure our clients love Take Command & HRAs!
Primary Responsibilities:
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Act as our client’s trusted partner within the industry and product by providing a voice, guidance, and knowledge to achieve business objectives throughout the client journey
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Manage a book of business aiming to establish a relationship with your clients by driving value and owning retention
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Develop an understanding of our client’s goals and business objectives that align to our solution in order to help them achieve success
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Work cross functionally and advocate for product improvements with our internal teams
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Work with CS team members to track key account metrics in order to iterate on strategies that provide our client’s a world class experience
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Act as a change manager for our clients, building trust with their key stakeholders, and implementing strategy that makes complex change seamless for our clients
Skills and Qualifications:
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2+ years of experience in Customer Success or a client facing role
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Proactive attitude and a strong ability to organize and plan effectively
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Process and detail-oriented mindset
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Proven track record of meeting or exceeding key metrics
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Excellent written and verbal communication skills able to present at all levels of an organization, including dealing directly with key decision makers or executive level client contacts
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Experience in Hubspot and proficient in Microsoft Office Suite