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Doxim is the customer communications and engagement technology leader serving financial and regulated industries. Our platform with its suite of integrated, SaaS software and document technology solutions helps clients digitize operations, improve efficiency, and modernize customer experience. With Doxim, clients can communicate reliably and effectively, improve cross-sell and upsell opportunities, and drive increased loyalty and wallet share through personalized omnichannel communications.*Location: Remote/Hybrid USA and Canada
JOB DEFINITION:
The Customer Success Manager (CSM) role at Doxim, is responsible for developing and maintaining these customer relationships with 3 main goals in mind:
The CSM achieves these key objectives by working closely with key customer stakeholders and executive sponsors as their ‘trusted advisor’, to ensure that Doxim products and services help them to achieve their desired outcomes.
ROLE RESPONSIBLITIES:
More specifically, the CSM role encompasses the following responsibilities:
1. ONBOARDING, ADOPTION AND VALUE REALIZATION:
• Act as the customer champion for all professional service or other implementations/ interactions, ensuring that we:
a. Properly manage customer expectations
b. Consistently deliver in-line with these expectations and accountabilities
c. Rigorously follow the Implementation and Go-live playbook
• Drive all aspects and activities associated with the adoption and value realization phase of the customer journey.
• Be the champion for the end to end customer journey at Doxim and promote the correct treatment of customers across all departments and all phases of their journey.
2. ONGOING CUSTOMER INTERACTIONS:
• Operate as the day to day point of contact for customers in your segment.
• Ensure that issue and related escalations are managed to resolution efficiently across the organization.
• Encourage ‘successful’ (happy) customers to participate in testimonials, reference calls and case studies/win stories.
• Drive all aspects of customer feedback mechanisms that provide us with a pulse on customer sentiments (Post Project Implementation, Closed case and Net Promoter surveys)
3.EXPANSION AND RENEWAL ACTIVITIES:
• Know what products and services the customer currently has and understand what additional products and services may prove valuable to them.
• Help identify new revenue expansion opportunities (upsell or cross sell) and communicate these to the sales team
• Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.)
• Thoroughly plan for all customer renewals and ensure these are completed on time, leveraging additional Doxim resources as appropriate (occasionally teaming with account managers to achieve this)
ROLE REQUIREMENTS:
• Minimum 5 years’ experience working for a B2B SaaS vendor
• Previous experience as an Account Manager/Customer Success Manager
• Experience working with in US Financial and Credit Union industry
• Ability to manage multiple projects simultaneously while paying strict attention to detail
• Excellent verbal and written communication skills backed by a strong technical aptitude
• High degree of professionalism and integrity plus ability to establish customer trust
• Excellent interpersonal skill with ability to build authentic business relationships
• Teamwork mentality and willingness to assist wherever needed
• Ambitious and driven, thriving in fast-paced and demanding environment
• Experience analyzing data & trends to identify product or service growth opportunities
• Proficient in Salesforce & Microsoft Office
• Bachelor’s degree from college or university or applicable experience
Doxim company encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.EOE/M/F/Disabled/VetsDoxim is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veterans’ status.
#INDOX
Full Time
$84k-112k (estimate)
03/13/2024
04/23/2024
doxim.com
MADISON HEIGHTS, MI
200 - 500
2000
Private
BILL HAYDEN
$50M - $200M
Doxim is a SaaS-based platform that provides customer communications and engagement solutions for the financial industry.
The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Success Manager job description and responsibilities
Having a customer success manager overseeing the onboarding process helps with retention.
01/03/2022: Pueblo, CO
Customer success managers should have strong organization and presentation skills, but those things can be taught.
12/19/2021: Modesto, CA
They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.
02/13/2022: Everett, WA
Take time to understand what each customer needs and help customers take the shortest route possible.
01/23/2022: San Jose, CA
The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.
01/07/2022: Minneapolis, MN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Success Manager jobs
Customer success managers are both salespeople and support professionals.
12/15/2021: Las Cruces, NM
During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products
01/02/2022: Longview, TX
A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.
02/21/2022: Pueblo, CO
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
12/22/2021: Temple, TX
Customer Success Managers must be strong, natural advocates.
02/15/2022: Clearwater, FL
Step 3: View the best colleges and universities for Customer Success Manager.