Customer Success Manager
Job Highlights:
- Location: Remote
- Compensation: a competitive salary
- Company: Workwarp
- Position: Customer Success Manager
- Start Date: Immediate openings available
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Description: Want to work at a company committed to enabling economic growth through predictive cloud software? Do you want to get in on the next phase of growth for a software company with an amazing brand legacy and over 1,000 customers... At IMPLAN, we enable consultants, governments, academic researchers, economic development organizations, and companies to understand economic impacts  and most importantly, how to leverage them. We have been around for over 35 years and are entering the next phase of growth fueled by our cloud software platform. We are currently looking for a Customer Success Manager (CSM) with a passion for providing hands-on software and economic analysis support to clients. IMPLAN has a team of CSMs that are individually assigned clients and who personally serve as their primary support resource. CSMs play a pivotal role in ensuring clients success and satisfaction with IMPLAN as both a product and a company on a daily basis. This person is expected to deliver customer outcomes by developing a clear adoption and retention strategy for the clients in the verticals assigned to them. Requirements: The Customer Success Manager will be required to develop a deep understanding of IMPLAN data and all IMPLAN products. The position requires a passion for supporting our product and fostering relationships with clients, while effectively promoting sales retention and encouraging revenue growth. Their commitment to customer success is evidenced by their attention to clients needs, their provision of accurate and relevant solutions, and their fostering of meaningful business relationships. This candidate is also a flexible individual who excels in an open and fast-paced team environment, can work on multiple concurrent projects across the organization, and is an excellent communicator.  Become a subject matter expert on the application and the analytical needs and challenges of clients throughout the academic vertical  Onboard all new customers in the academic vertical by providing thorough and personalized orientation with regards to using the IMPLAN software  Establish and maintain relationships with all academic clients in the including from the individual contributor to the senior management  Achieve and maintain the target renewal retention  Provide ongoing analytical support to clients across multiple communication platforms, including phone, e-mail, video conferencing, and the IMPLAN support ticketing system  Successfully balance taking incoming orders and managing a high rate of renewals  Identify expansion opportunities (upsell/cross sell) to grow customer spend  Partner with the Education, Product, Marketing, and Data teams and serve as the voice of the customer REQUIRED SKILLS & EXPERIENCE  Ability to multi-task and work with multiple software platforms simultaneously  Strong skills in logic and problem solving, conceptual thinking, and deductive reasoning  Strong research skills and experience with complex analytical problem solving  Comfort with sales and upselling techniques  Ability to communicate easily with professors, researchers, and university staff  Excellent verbal and written communication skills  Comfort and familiarity with a team-based work environment  Ability to self-direct and prioritize with minimal supervision  Willingness to adapt and be challenged  Proficiency with Microsoft Office and Google Suites  Fluency in English DESIRED SKILLS & EXPERIENCE  Experience in a software customer success, sales, or customer service position and a history of providing customer support  Experience using the IMPLAN software or an understanding of input-output modeling and social accounting matrices  Experience with Salesforce CRM, Zendesk, and Pendo  Familiarity with web meeting tools, including RingCentral, Zoom, Microsoft Teams, Google Meet  Foreign language skills REQUIRED EDUCATION  Completion or nearing completion of a MasterÂs degree in Economics, Business, Economic Development, Planning, Public Policy, Urban Studies, or a closely related field OTHER DUTIES Please note this job description is not designed to cover or contain an exhaustive list of activities, duties, or responsibilities required of the role. Additional responsibilities and duties may change a) at any time and b) without notice. WHAT WE OFFER At IMPLAN, we have crafted a collaborative and welcoming workplace focused on achieving the specific goals laid out by our community. We are always seeking agile, engaged, and high caliber people to join our team. We offer a comfortable office environment, free snacks and drinks, company social outings, and a workweek that ends at 3 p.m. on Fridays. Benefits offered include:  Medical, Dental, Vision, Short & Long Term Disability, and Basic Life insurance  Flexible Spending Accounts  Retirement 401k plan with Company Match  Gym Membership Reimbursement  Paid Time Off and 10 Company Paid Holidays Apply Job!Â
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