Customer Success Manager - US East Coast

At Plotbox, we believe the relationship between our success and that of our customers are intrinsically linked. We're on a mission to elevate the value our customers derive from our exceptional product. As a Customer Success Manager, you'll play a pivotal role in ensuring our customers not only adopt but seamlessly integrate our product into their business processes.

As Customer Success Manager, you will be responsible for ensuring our customers receive the highest level of service and support. You'll play a pivotal role in ensuring our customers not only adopt but seamlessly integrate our product into their business processes.

This is an excellent opportunity for an enthusiastic and fastidious customer focused individual who wishes to advance their career in customer success management within the Technology industry.

What you will do :

• Build and maintain strong relationships with customers and act as their primary point of contact
• Develop and execute customer success plans and strategies
• Build a deep understanding of the product, to be able to effectively and accurately support customers in adoption and use of the PlotBox product
• Become a trusted adviser to the customer, from an early stage of project implementation, specifically in relation to the improvements it will bring to their business and help to ease the change management burden within the customer organisation
• Proactively identify upsell and cross-sell opportunities to increase revenue and customer satisfaction
• Feedback information gathered from customers to identify process and product improvements
• Enhance understanding of what makes PlotBox appealing to customers – internally and externally
• Work in partnership with customers to build, maintain and deliver account plans
• Work with customers to make them PlotBox advocates and ensure reference-ability
• Maintain detailed customer records including notes and relevant documentation on appropriate internal systems
• Work closely with the Product team to track progress of bug fixes and feature enhancements to keep the designated customer base informed
  
  

Location: For payroll processing purposes candidates should be based in North or South Carolina, Florida, Massachusetts, Texas, Wyoming, California and New Hampshire.

What we are looking for:

To be successful in this role you will be based in Massachusetts, North or South Carolina or Florida and have:

• 2 years of experience in a customer facing role, with demonstrable experience of delivering success.
• Experience of supporting customers through enterprise-scale IT implementations from an early stage
• Demonstrable experience of delivering success to the customer with a passion for providing exceptional customer service
• Experience of preparing and communicating regular reports to internal and external stakeholders
  
  

Desirable Experience -Its not a deal breaker, but ideally you will have:

• Strong understanding of the digital transformation challenges Crematoria and Cemeteries go through when moving to cloud-based software