Strategic Customer Success Manager
Chargify, United States
Job Description
Strategic Customer Success Manager Description
Chargify, a Scaleworks portfolio business, is seeking a talented and passionate profession to work as a primary contact for our Client Services operation for our Asia Pacific business. The ideal candidate will be establishing and growing relationships with our customers as well as advising and guiding them through the onboarding process ensuring they adopt the product successfully and are continually driving business value from Chargify.
Who Are We?
Chargify turns billing into a competitive edge for recurring businesses. When most people think of their company’s billing system it's not pretty: slow, rigid, limitingwe call it the billing bottleneck. However, we live in a time where businesses must create real long-term relationships with their customers that constantly evolve along with their customers’ needs. Billing needs to be elastic so that can happen.
Chargify helps businesses deliver and bill personalized offers at scale with both out-of-the-box functionality and a detailed API that enables merchants to create a custom integration. We help businesses end their billing bottleneck!
Chargify’s culture is one of our secret weapons; check out our core values. Our team is engaged, curious, funny, inclusive, thoughtful, smart, and reliable.
About the position
Chargify is looking for a professional who is passionate about software technology and committed to providing excellent customer outcomes. The role will provide support to our growing strategic customer base and will align with the working hours of that base. The ideal candidate will be a detail orientated, strategic thinker with a Project Manager background who can immediately add value to the team and help build a first in class client services team. The candidate will work in a fast paced, ever changing environment and must be able to properly identify and execute merchant priorities and internal business goals. The candidate will work closely with merchants during the implementation and on-going support stages of the customer journey and therefore a strong level of ownership and a customer-first mentality is necessary. Finally, strong technical and business acumen is essential. The ideal candidate will often interact with the merchant’s development team so the ability to understand and explain API workflows and implement Chargify API best practices will be essential.
Requirements
Required Skills amp; Experience
- 2-4 years of related Customer Success experience
- Ability to establish, maintain, and develop merchant relationships and merchant growth initiatives
- Ability to work closely with strategic merchants to identify pain-points, uncover revenue opportunities and save at-risk relationships
- Strong business acumen required in order to translate customer business use case(s) into a configurable product setup
- Ability to gather data and details from multiple internal and external functional teams in order to formulate and execute towards project milestones
- Ability to understand business use cases and address those use-cases leveraging Chargify product functionality
- Competent and reliable; delivers on commitments
- Experience in install based growth initiatives
- Strong communication skills - understands importance of consistent updates and how to set clear expectations for project requirements
- Ability to negotiate contractual terms and pricing
- Ability to change priorities quickly and work well under pressure
- Experience presenting to large groups and varying levels of executives
- Resourceful and patient handling complex situations
- Experience with Salesforce, Zendesk, Connector Tools, and Google Suite preferred
- Build and grow lasting relationships with Chargify’s most strategic and largest customers as the primary point of contact during the merchant journey
- Work closely with Customer Success, Support, Sales, Marketing, and Product teams to help deliver exceptional customer experiences
- Help track team goals and reiterate expectations around deadlines, initiatives, etc.
- Gain understanding of customer business, opportunities, and challenges to facilitate a successful internal handoff upon completion of onboarding
- Identify and execute improvements of internal processes and procedures
- Record data based on customer intel, needs, pain-points, and set tasks to follow-up as improvements and/or changes are released
- Maintain and grow a personal pipeline of install based opportunities
- Identify churn risks and revenue opportunities
- Escalate issues to Support or Product and other internal teams as needed
- Minimal travel requirements. Up to 10% per quarter
- Perform Quarterly Business Reviews with assigned accounts.