Senior Customer Success Manager

AustinFull-timesenior

Customer Success ManagerCustomer SuccessCustomer

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Overview

We’re changing the way people connect to social care. At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources,

Technical Tools

Customer Success ManagerCustomer SuccessCustomer

We’re changing the way people connect to social care.

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

Your role will center around building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company.

Proactively engage clients to drive product adoption and optimal product experiences

Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few

Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize findhelp’s functionality

Track customer usage metrics and respond to any customer deployment or product issues

Create and deliver Executive Business Reviews on a quarterly cadence

Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps

Manage escalations and expectations for both the client and internal personnel

Take ownership of the entire onboarding process for each client

Facilitate a smooth hand-over from sales to service

Create and manage the scope and timeline of rollout, alongside customer expectations

Train customer’s staff and relevant partners on how to use findhelp’s suite of tools

Create and share materials to support internal and external marketing

Advocate for the customer, champion their success, drive renewals and expansions

Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals

Collaborating with the Customer Success team to build a thriving department and foster the overall success of findhelp and the people we serve

Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go

Possess a strong desire to use your job and mind to make the world a better place for people in need

BS/BA degree or equivalent

7+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts

Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements

Customer-focused, enthusiastic, positive, and service-oriented

Interest in organizational innovation, social enterprise, community organizations, and governmental groups

Ability to prioritize, multi-task, and perform effectively under pressure

Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner

Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite

Ability to travel to some customer locations