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Customer Success Manager

Company: Limble CMMS
Location: Lehi
Posted on: February 20, 2021

Job Description:

Our guiding principle at Limble is Customer Service. We believe that we are a Customer Service company that happens to make the best software in the CMMS industry. If you are driven to delight customers and treat every fellow employee with that same level of excellence and care, then we want to talk to you.If being serviceable isn't your thing, then don't apply. At Limble, we value our amazing culture over any skill that someone can offer. This is an amazing place to work and we are going to keep it like that.You will be joining our fast-growing team responsible for delivering value to, and driving adoption across our customer base. On a day to day basis, the CSM manages Customer engagements and works in tight partnership with the Customer to do the following:* Set strategic direction in Customer's use of Limble CMMS to address business challenges via a strategic approach to Customer Success and Limble CMMS best practices* Facilitate setting outcomes and measurable objectives with the Customer* Hold Customer and Limble CMMS accountable to delivering against goals and measurements of success* Identify opportunities and risks within Customer's organization, and present recommendations & solutions* Facilitate conversations with Customers through a variety of tactics to ensure the Customer is on track to seeing maximal value from the Limble CMMS product* Ownership for outcomes including risk management and mitigation, Customer's value realization, and Customer & Limble CMMS's mutual successWhat You'll Do* Customer Consultation* Work with new and existing Limble CMMS customers to provide additional training, education, and documentation to drive long term customer success with and adoption of Limble CMMS* Growth and Expansion* Manage contract renewals for the entire customer base* Keep annual customer churn below 10%* Drive expansion revenue via upsells and cross sells* Solutioning* Recommend best practice use case of Limble CMMS based on understanding of customer's business, use cases, and success criteria for getting value* Outcome and Risk Management* Remain up to date on Limble CMMS product features and developed use cases to drive customers to best practice standards* Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence through our communication channels.* Collaboration * Collaborate closely across departments to support the success of your customers* Maintain a highly organized and accurate task list, visible to the CS team, management and other interested partiesRequired Skills - What We're Looking For* Passion for customer success & excellence* Experience working cross functionally within a customer facing organization to support a joint outcome* Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must* Strong conflict resolution skills* Thrive in a fast paced environment with the ability to prioritize and multitask on the fly* Resourcefulness, creativity and strategic thinking for troubleshooting problems* Self-motivated and self-directed* Fast learner* Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently* Strong attention to detail Additional Skills - Nice to Have* 4+ years of recent experience in a B2B Customer Success/Account Manager position* 4+ years in SaaS industry* Strong proficiency in Salesforce or other CRM, including but not limited to Gainsight, Client Success, etc.* Background in working with equipment maintenance, machinery, or manufacturingJob Benefits Salary: $45-$58k/yr (depending on experience)Commissions: ?You are paid commissions on the growth of your accounts. If you have helped your customers onboard quickly, they should grow on their own. The sales team handles the transaction, while the Customer Success Manager focuses on helping the customer use the software. This position is so new that we only have a few months of historical commission data. Here are the average commissions our first CSMs have made made:Month 1: $0?Month ?2: $365??Month ?3: $1,624?Month ?4: $2,002?Month ?5: $3,241?Month ?6: $4,592As you can see, the numbers keep trending up. We don't know how high they will go or what the average will be yet. We don't put a cap on commissions and we are hoping that CSMs will be able to get some super high commissions. Limble offers competitive salaries and huge growth potential (especially this position). We are growing quickly and we need to hire the leaders of tomorrow. We also offer health insurance, vision, and 401(k) matching.

Keywords: Limble CMMS, Lehi , Customer Success Manager, Executive , Lehi, Utah

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