At JDXpert, we are on a mission to redefine the way organizations manage job descriptions. We not only deliver a fantastic product, but we are also an experienced and enthusiastic team dedicated to helping our clients become job description Xperts! Our groundbreaking job information and description management solution is highly configurable, extremely powerful, and can accommodate even the largest and most intricate organizations. 

We are passionate about what we do, the product we sell, and the customers we serve. If you are looking for an opportunity to be a part of a team that values collaboration, innovation, and integrity, then we are the right company for you.

 
JDXpert is looking for YOU!
 
As Customer Success Manager, you will play a pivotal role in coaching and advising our customers for the lifetime of their account. You will provide prescriptive guidance on best practices in areas such as feature usage, adoption, and industry best practices. As the relationship owner, you will work to clearly understand the customers' business objectives to manage the renewal process and collaborate with all internal stakeholders to exceed the customers' expectations, bringing maximum value of JDXpert to the customer experience. Your work will result in increased customer satisfaction, retention and an increase in recognized value by the customer. 

 
What you'll do:

• Act as the main point of contact for an assigned book of business 
• Focus on essential activities and strategies to ensure customer satisfaction, adoption, engagement, and retention throughout the customer journey 
• Develop and maintain strong relationships with key stakeholders with your assigned book of business 
• Hold quarterly business reviews with customers, and regularly review and report on customer health using tools such as Pendo, HubSpot (CRM), providing strategic advice that will support the customer's optimal use of JDXpert 
• Identify areas for risk and growth within existing accounts and manage the renewal process 
• You’ll ensure quality service and analyze operational processes, establish, and execute escalation procedures, as well as provide training and system demos, as needed 
• Monitor and identify adoption and utilization trends, providing recommendations based on usage, customers’ business needs, and risk 
• Collaborate with cross-functional teams to ensure best possible outcomes for customers
• Perform other duties as assigned 
• Comply with all policies and standards 

What you'll have: 

• Bachelor's Degree - Business, Professional Sales, or related discipline or equivalent experience 
• 2 years experience in a SaaS Customer Success or Account Manager role with a proven track record of meeting or exceeding goals 
• Ability to quickly build relationships as a trusted advisor 
• Proficient in CRM systems, preferably HubSpot
• Strong analytic skills, with the ability to gather and interpret data to make recommendations and decisions 
• Proficient in Microsoft Office applications 
• Excellent time management and prioritization skills 
• Teamwork capabilities, strong relationship management and interpersonal skills 
• Strong verbal, written and presentation skills
• Detail-oriented with excellent follow-up practices
• Strong project management skills in development, coordination, and management of project plans
• Flexible mindset with the ability to operate in a dynamic work environment
• Willingness to work in our Raleigh, NC office on a hybrid basis

You'll get extra credit for the following qualifications:

• Master's Degree - Master's Degree 
• 2 years - Demonstrated experience in Customer Success or Account Management in a SaaS environment using CRM systems 
• 1-3 years - Technical Project Management in a SaaS environment 

JDXpert is currently operating on a hybrid-remote model with both in-office and remote work. JDXpert is based in Raleigh, NC and this role will have a visible presence across the organization. 

This role reports to our Manager of Customer Success
Salary Range: $70,000-$85,000 

JDXpert is an equal opportunity employer and does not discriminate against employees or applicants for employment on the basis of race, color, religion, creed, national origin, sex, sexual orientation, gender identity/expression, disability, age, status as a protected veteran, genetic information or any other legally protected class with respect to all employment, projects and activities sponsored by JDXpert.