• Customer Success Manager I

    Job Locations US-CO-Denver
    Req No.
    2018-1643
    Type
    Regular Full-Time
    Travel
    Up to 25%
  • Overview

    The Opportunity:

     

    With 6,000+ clients and over 500,000 screens deployed, FWI’s software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance.

     

    We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you:

    • Bring your best self
    • See it
    • Own it
    • Crush it
    • Be Gracious

    The Customer Success Manager I will be required to drive overall customer satisfaction by effectively working internally to handle any inquiries or customer questions. They will oversee the day to day relationship with a large number of accounts in order to proactively drive growth and revenue.

    The compensation package will be aligned to each candidate’s experience and qualifications. All applicants must be authorized to work in the United States.

    Responsibilities

    • Need to be a highly motivated, self- starter that can dive into learning a new software with the goal of making contact with all assigned accounts proactively to ensure full usage of the FWI platform.
    • Be able to point clients in the right direction and give basic trainings to accommodate immediate needs.
    • Can quickly navigate internally to find answers to more difficult challenges.
    • Effectively work across departments to solve client issues.
    • Able to manage high customer escalations to resolution, explain root cause, corrective and preventive actions.

    Qualifications

    Requirements for Success:

    • Ability to deliver on NPS scores, Monthly Client Reach-Outs, Opportunity Creation, Churn Reduction, Maintenance Renewal Contract Extensions, Automated QBR Delivery and ability to explain results
    • Manages low to mid- level account base portfolios.
    • Responsible for impact portfolio success and revenue.

    Salesforce preferred Microsoft Office 365

    High School Graduate, Associates Degree or equivalent experience

    1-3 years of experience

     

     

    Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status

     

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