Manager of Customer Success

Manager of Customer Success

RCReports is a simple SaaS solution for accountants to use when they need to determine reasonable compensation for a client. RCReports help accountants answer this difficult question quickly, while providing them with a defensible position and increasing revenues.

In this exciting and challenging role, you will be responsible for overseeing the process of RCReports subscriber retention, product adoption, expansion revenue and customer support. This is a key position and once you have quickly become the product expert you will interact with existing and potential subscribers to develop policies and procedures that deliver 5-star support, increase subscriber satisfaction and reduce churn.

Your task is to develop highly effective adoption, retention and support programs. As the voice of the customer, you will also work closely with, Sales, Marketing and Product Development promoting our customer expectations, needs and goals.

You will be the primary point of contact throughout the customer lifecycle, developing relationships with key stakeholders and maintaining a focus on driving business value from onboarding through renewal.

You are an experienced, knowledgeable manager who understands the ins and outs of SaaS product lifecycles and staff management — all while keeping tight control over the bottom line.

Your success will ultimately be measured by meeting and exceeding company satisfaction metrics and churn goals.

Duties & Expectations:

  • Establish and maintain customer relationships
  • Establish customer service policies and practices
  • Provide high-level technical and product support
  • Supervise and develop customer success teams
  • Promote customer satisfaction and loyalty
  • Gain customer trust and loyalty by making subscribers feel heard and valued
  • Observe local and national trends in the market
  • Attend conferences and trade shows
  • Leadership skills to manage and train support and adoption specialists
  • Mentor and coach support and adoption specialists
  • Demonstrate excellent communication and interpersonal skills

A day in the life:

  • Develop and implement a customer lifecycle strategy
  • Develop and implement a customer success plan
  • Onboard new customers
  • Answer subscribers’ questions and address their concerns
  • Conduct customer check-ins and proactively address customers’ needs
  • Monitor customer health and identify customer churn risks
  • Analyze customer data and provide feedback to other stakeholders
  • Work closely with the sales team on upsells and cross-sells
  • Provide customers with information and assistance regarding product updates and new features
  • Lead customer training sessions as part of onboarding and/or ongoing product adoption
  • Utilized CRM [Salesforce] to keep track of key account data, opportunities, logging calls and relevant notes and cases

This job might be for you if:

  • Excellent written and verbal communications skills
  • Understand and address customer concerns, questions and issues in an empathetic manner
  • Build relationships and trust through integrity and authenticity
  • Actively listen to customers giving each your undivided attention to fully understand customers’ needs and problems
  • Actively listen to RCReports team members to avoid misunderstanding when conveying that information back to customers
  • Customer service mind set; providing excellent customer experience by being helpful, responsive and professional at all times
  • De-escalate tense situations
  • Empathize with subscribers’ frustration and dissatisfaction
  • Troubleshoot and solve customer problems efficiently
  • Excellent people skills
  • Solid command of grammar
  • Attention to detail a must
  • Strong organizational and time-management abilities
  • The initiative to work autonomously and lead virtual teams
  • A strong sense of ownership and the hustle needed to work in a fast-paced tech business
  • The ability to build effective relationships with authenticity, diplomacy and drive
  • 3 to 5 years of customer support experience at a supervisory or management level or above
  • BS/BA/Certification in Business Administration, Marketing, Public Relations, Communications, Sales, Business Development, Account Management, Customer Success, Customer Support or relevant discipline

Experience That Might Make our Decision Easier:

  • Experience with SaaS and the accounting profession
  • Experience targeting small and midsized business decision makers
  • Entrepreneurial and owner mindset, with proven ability to influence and build advocacy for ideas
  • Proficient with virtual meeting platforms (Zoom, MS Teams, etc.)
  • Salesforce or related CRM experience

Other Duties and Responsibilities:

  • We are small and growing fast so we may ask you to pitch-in in any number of ways. Help the team and the team will help you
  • Additional assignments as required, including covering for co-workers

Workspace and travel requirements

The successful candidate will have the opportunity to work remotely with a high-speed internet connection and reliable phone when appropriate. Travel for work purposes is not anticipated for this position. However, attending periodic off-site meetings/conferences/retreats is expected.

Compensation, Benefits & Perks

As part of our team you’ll enjoy: 

  • Competitive Base Salary
  • 100% employer paid medical insurance plan (effective day 1)
  • Unlimited PTO policy
  • Home office allowance

Apply

To get a conversation rolling, read through the opportunity description and shoot us an email at Careers@RCReports.com. Include a cover letter and your Resume.

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