Vacancy caducado!
Job Description
As a Customer Success Manager (CSM), you will report to the VP of Customer Success at WaterSmart and be the face of WaterSmart to our customers. This key cross-functional role ensures that customers are achieving the value promised during the sale and owns renewals and upsells for a book of accounts. The CSM is also responsible for overseeing timely customer onboards. CSMs must have strong interpersonal and quantitative skills, experience managing multiple important projects concurrently, and enjoy a fast-paced, collaborative startup environment.
This role is based in San Francisco. Team members travel once or twice per quarter to visit clients.
What You Will Do:- Be a utility client’s main point of contact for WaterSmart Software and manage programs from day one, fulfilling customer needs including upsells and renewals.
- Coordinate program deployment by partnering with utility staff and WaterSmart’s product and engineering staff.
- Manage multiple client programs simultaneously, and ensure that deployment issues are resolved flawlessly and in a timely manner.
- Iterate and optimize utility programs to drive customer success.
- Become atrusted advisor to utility clients, helping to inform and educate them about appropriate WaterSmart products and services.
- Ensureall ongoing customer-service, technical, and other support is delivered effectively and up to WaterSmart standards of excellence.
- Listen to utility client needs and contribute to product development by reviewing products under development and providing actionable feedbackto the product team.
- Utilize existing CS processesand tools, including utility support practicesand customer satisfaction surveys, and contribute to in ongoing process improvements.
- Support sales team as needed with prospective utility clients, including program design guidance and questions.
- Collaborate with your teammates, in the CS organization and throughout WaterSmart.
- Marvel as you enjoy each day, with new challenges and opportunities.
Qualifications
- BS / BA degree or equivalent; MBA or equivalent preferred
- 2-5 years of professional experience required in managing client relationships including project management, account management, or business planning experience, ideally in a SaaS, consulting, services, or technology-related environment
- Demonstrated ability to lead executive-level discussions and conduct impactful business reviews
- Comfortable with customer renewals and upsells
- Strong presentation and communication skills
- Experience with data analysis, analytics, and quantitative approaches
- Comfortable in a fast-paced environment while managing multiple, high-priority projects at the same time
- Ability to motivate others and an uncanny ability to get things done
- Previous start-up experience a plus
- Prior experience with the water industry, local governments, public utilities a plus
Additional Information
What we offer:- Highly agile, learning-rich environment where everyone is passionate about delivering results with impact
- Informal, smart, and collegial team with which to collaborate
- Mission-driven work to change the way the world uses water
- A competitive compensation and benefits package including health, dental, and vision insurance
- 401(k)
- Commuter benefit plans and flexible work environment
- Take-what-you-need PTO and sick leave
- Paid parentalleave
- Conveniently located office in the heart of downtown in San Francisco.