Client Success Manager
Avid Ratings, Inc., United States

Since 1992, Avid Ratings has helped thousands of companies measure and improve customer experience (CX). We are the only company with the breadth and depth of data needed to deliver a full 360-degree assessment of the touchpoints that impact brand advocacy for builders, home product manufacturers, and other home industry professionals.

The Avid Client Success Manager (CSM) is the main point of contact and liaison between our client base and Avid Ratings. The ideal candidate will build strong relationships with new and existing clients, while delivering the highest level of customer service.

Key Responsibilities:

• Provide world-class proactive CX guidance and support to clients
• Interact with customers and handle customer requests and questions in a timely manner
• Introduce, train, and review client’s CX data on proprietary software
• Guide clients through relevant industry best practices to increase customer satisfaction performance and referral potential
• Schedule and process custom reports requested by clients
• Maintain client information in Salesforce CRM platform
• Draft and deliver contract order forms, proposals, and addendums to clients for renewals, upsell, and cross-sell opportunities
• Answer inbound communications from customers and consumers and handle accordingly

Requirements

• 3 to 5 years of experience in customer management and/or account management in technology/software required
• Clear written and oral communication skills to effectively articulate information to clients as well as to collaborate with internal and external stakeholders
• Prior experience with Salesforce, Trello, ZenDesk, Google Workspace, and Microsoft Office tools preferred
• Ability to manage multiple projects and clients simultaneously, as well as managing workload and priorities
• Flexible, resourceful team player who enjoys working independently and autonomously
• NOTE: Although this is a remote position, we are only looking for candidates in the time zones between UTC-8 and UTC-5

Benefits

• Salary Range: $50K - $55K
• Responsible Paid Time Off (PTO)
• 12 Weeks Paid Parental Leave
• 12 Days of Paid Company Holidays
• 401(K) with Company Match
• Health/Dental/Vision Benefits
• Flexible Spending Account (FSA)
• Long/Short Term Disability Coverage
• Life Insurance

Job Rewards and Benefits