REMOTE Sales Manager, Customer Success Department

Apexchat
US - California - San Ramon
October 22, 2024

THIS IS A REMOTE POSITION! You must reside in the US to apply and have a distraction free environment with stable internet.

Sales Manager, Customer Success Dept. is a strategic leader responsible for overseeing the Client Partner team, with a primary focus on driving upsell growth, reducing churn, and ensuring the highest levels of customer satisfaction. You will lead the continued development and implementation of customer success strategies that align with our business objectives, optimizing processes to achieve and exceed KPIs and OKRs. You will be a trusted advisor, reporting directly to the VP of Customer Success, contributing to the long-term growth and retention of our customer base. This person should be of caliber, be it background/experience or through training with our VP and other modules, and desire to grow into a Director of the department.

Read the bottom to learn more about your new boss!! Are you in?!

Key Responsibilities:

Leadership & Strategy:
- Lead, mentor, and develop a high-performing Customer Success team, ensuring they are equipped to meet and exceed growth and retention goals. This includes hiring, performance/development plans and growing team.
- Develop, own, and continuously improve the customer success journey, from onboarding to renewal, to drive measurable outcomes.
- Work closely with the VP of Customer Success to set and execute strategic goals, OKRs, and KPIs for the department.
Customer Growth & Retention:
- Drive upsell and cross-sell opportunities within the existing customer base to achieve growth targets.
- Design and implement churn reduction strategies, with a focus on proactive customer engagement and risk mitigation.
- Serve as a champion for customer needs, advocating for product and service improvements based on customer feedback.
Process Development & Optimization:
- Own the end-to-end process for customer success, including defining key milestones and touchpoints across the customer lifecycle.
- Optimize the use of HubSpot and other CRM tools to leverage automation while maintaining a personalized customer experience.
- Develop and document scalable processes that support efficiency, accuracy, and consistency across the team.
Technology & Innovation:
- Identify and implement technology solutions that enhance team productivity and customer experience.
- Continuously explore and integrate new tools, technologies, and best practices that drive operational efficiency and customer success.
Executive Reporting & Insights:
- Deliver 100% accurate and timely executive reporting on customer success metrics, growth, churn, and other key performance indicators.
- Provide data-driven insights to the VP of Customer Success, identifying trends, risks, and opportunities for continuous improvement.
Collaboration & Communication:
- Foster strong cross-functional relationships with Sales, Product, Marketing, and other teams to align on customer goals and deliver exceptional service.
- Serve as a trusted advisor to the VP of Customer Success, providing strategic recommendations and feedback on customer success initiatives.

The Outcomes:

Entire team churn goals are met or exceeded (All accounts)
Each CP meets or exceeds indiviudal Set Up Fee Goals, MRR Upsell Goals
100% Timely completion of Deadlines/Projects with 100% Data Accuracy (you're reporting to Senior Leadership)
All Goals & KPIs set forth for Customer Success/Service are met or exceeded
Deliver timely & accurate reports to management
Assist in improve efficiency and effectiveness of current (or new) processes to leverage Digital Success measures
Maintain positive, can-do, go getter attitude and consistently adapt to change/growth of company in current state

Competencies:

All A-Players:

Efficiency

Honesty/integrity

Organization and planning

Assertiveness

Follow-through on commitments

Intelligence

Analytical skills

Attention to detail

Persistence

Proactivity

A-Player Managers:

Coaching

Goal setting

Empowerment

Accountability

Redeploying B/C players

Team building

Vision casting

Change leadership

Inspiring followership

Conflict management

This role:

Ability to Multitask & adapt to changes seamlessly
Consistent Follow Through/completion of deadlines
Vision Casting/Team Buy In

High standards/Attention to Detail

Active Listening skills & Implementation

Excellent Written & Verbal Skills
Strategic Leadership
Balance Between Independence and Humility
Trustworthy/Honest
Resiliency
Growth-Driven
Churn Reduction
Ability to Understand churn, prevent it, predict trends
Customer-Centric
Process Optimization
Hubspot Proficiency
Operational Efficiency
Hiring/Development of Staff
Technology Integration
Executive Reporting-100% Accurate
Overachiever
Data-Driven Decision Making
Cross- Functional collaboration
Trusted Advisor
Customer Success Journey Design & Implementation
GET IT DONE attitude
KPI/OKR Management
Ability to get team to hit/exceed goals
Problem Solving, Creative, Quick Witted
Process Documentation
Innovation & Continuous Improvement
Customer Relationship Management
Sales Planning & Strategy
Closing Deals, Follow Up
Booking Appointments/Business Development

Salary:

Base: 35-60K Annually, +10-40K Bonus (paid quarterly)- DOE and you/your team performance. This is a base + bonus plan.

Benefits: Eligible for 10 Days PTO, 8 Holidays 2 Floating Holidays, 5 Sick Days, Medical and other insurances, 401k, paid training and career advancement programs.

This person needs to have lead and managed a team that sold, upsold and increased revenue, while maintaining a customer base. STRONG sales Leadership is a must!

A Little About Our VP (Your new Boss!)

Our VP is a powerhouse with a relentless drive to succeed. She has a "get it done no matter what" mentality, balanced with a compassionate leadership style. Not only did she create and launch our Contract Signing via Chat product-which grew revenue for one customer by over $500 million in less than 6 months-she also conceived and built our Voice Call Center from idea to first live call in just 3 months. All of this, while managing every aspect of post-sale customer success and collaborating across departments with Sales, Product, and Engineering. Further, she had a d.

Read the full job description and apply online on the recuiter's web-site

REMOTE Sales Manager, Customer Success Department

REMOTE Sales Manager, Customer Success Department

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