COMPANY SUMMARY:

Are you motivated, driven, high work ethic, results-driven, and enjoy working with SaaS customers focused on driving on-boarding, growth and renewals? Have you worked, thrived and excelled at a start-up? Do you have a flair for SaaS customer success management, are a proven task master, and understand B2B customer management and upselling? If you answered yes to these questions, then we’d like to meet you!

SmartCSM provides an enterprise class facility management software for commercial building operators. We are on a mission to revolutionize the commercial real estate market and transform facility management from paper based to digital management.

Our solution makes it easy for building operators to bring their electrical infrastructure online and accessible from any device. It is built specifically for the non-technical facility manager to give them controls of their critical systems from their phone, ipad or computer with dead-simple drag and drop technology. SmartCSM platform allows facility managers to bring online their Electrical, HVAC, Plumbing and a growing list of mechanicals. Smart CSM is leading the BiOT charge with making buildings smarter because once these systems are online a facility manager has what they need to make quick decisions which can have critical impact to their business operation and in the case of hospital customers, save lives. SmartCSM is a young company growing fast and attracting half to multibillion-dollar companies in the commercial real estate and services arena to partner with them and help deliver a market that is ripe for technology reinvention.

POSITION SUMMARY:

We are looking for a dynamic, high performing sales and service driven Customer Success Manager (“CSM”) with experience managing a growing book of clients and proactively driving their success. This individual will partner with founder, CEO and COO to deliver transformative customer management and growth. This is an excellent opportunity for an analytical type, self-starter, strategic thinker, trailblazer and problem-solving guru. The CSM is responsible for building a growing base of active customers who use the software. They will be responsible for helping craft playbook as well as drive on-boarding, upgrades and renewals. By closely working with the customer they will also help define some software development priorities.

JOB BRIEF:

We are looking for a CSM to create long-term, trusting relationships with our customers. The CSM’s role is to oversee a portfolio of assigned customers, on-board them, develop new business from existing clients and actively seek new sales opportunities. They will be responsible also for retaining customer. We are also seeking someone with experience working with various support desk services who can help establish some service protocols.

CSM responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and helping drive product roadmap priority. CSM’s also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Sales and Product Development departments) to improve the entire customer experience.

If you are familiar with account management software (CRM), have a flair for client communication and understand consumer behavior, we’d like to meet you. Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas and have worked in a SaaS company before where annual contracts were core to the business.

RESPONSIBILITIES

• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Negotiate upgrades and renewals to maximize customer revenue growth
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Ensure they are driving adoption through implementation of various training and support programs
• Develop new business with existing clients and/or identify areas of improvement to meet CSM sales quotas
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed

REQUIREMENTS:

• Proven work experience as an Account Manager, CSM, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience in SaaS revenue customer management
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• BA/BS degree in Business Administration, Sales or relevant field

SALARY:

$65,000 base/$75,000 OTE

BENEFITS:

• Competitive compensation package
• One of the first 10 employee of fast growing startup chasing billion-dollar opportunity
• Employee stock option plan
• Paid vacation and sick time
• Casual work environment

EXPERIENCE:

• CRM: 3 years (Required)
• facility software management customer success: 3 years (Preferred)
• B2B client relationship management: 3 years (Required)

EDUCATION:

• Bachelor's (Preferred)

WORK AUTHORIZATION:

• United States (Preferred)