Customer Success Manager

About the Company:
Created to answer the seemingly simple idea that there must be a smarter way to sell, ZenProspect is the most effective way to help companies scale their growth. We help teams identify and acquire target prospects, A/B test drip campaigns, convert into qualified appointments and demos, and get predictive analytics with our simple, all-in-one platform. Our mission is to connect companies who have great products with businesses who need them.

ZenProspect is run by a lean team of mission-oriented individuals driven by big ideas. The incredibly high caliber team is genuinely interested in building a great product and everyone is able to do so by following a motivating set of company values -- like humility, integrity, and continuous growth.

About the Role:
Strong customer relationships are everything to ZenProspect. It's incredibly important to us and as such, filling this position with someone who lives & breathes customer success and empathy is critical. As our customer base increases rapidly, we need a superstar to keep up with our growth!

We’re looking for an Customer Success Manager to work with our Sales & Customer Support teams to manage existing customer relationships, grow a pipeline of new opportunities with current customers, and maximize each client's potential for success. You need to be smart, analytical, and have a passion for understanding people and helping them succeed in any way possible. This is a career-track position with ample room for growth!

Responsibilities

  • Work with Account Executives to transition new customers from the sales pipeline into the Customer Success phase.
  • Welcome new clients, educate them on product features, and guide them through their first interactions
  • Prioritize and drive resolution on escalated customer issues
  • Respond quickly and delightfully to clients through all channels (phone, chat, email)
  • Support sales for adhoc clients. Identify upsell or repeat business opportunities.
  • Onboard and train additional account users via demos, presentations, collateral, and webinars.
  • Proactively review key account metrics with clients and create goals for clients to hit AND help them hit those goals. Their goals are yours!
  • Educate existing accounts on new features & tools while identifying target accounts for upsells and new opportunities.
  • Solicit and package testimonials, case studies, and other customer-centric sales collateral from existing accounts.
  • Work with Customer Support, Sales, and Product to articulate and monitor customer requests and feedback through the appropriate channels.

Requirements

  • 3+ years experience as an Account Manager, Customer Service Rep, or other similar role, preferably with SaaS product(s).
  • Exceptional interpersonal skills; being able to be the customer's best friend and advocate.
  • Ability to diagnose problems, think-quickly on your feet, problem-solve, and communicate eloquently.
  • Proven ability to manage accounts and/or relationships on an ongoing basis. 
  • Have worked with a software sales team and sold software products developed in an agile environment.
  • History of being a compassionate problem solver with great communication skills, attention to detail, and a strong passion for user experience and customer happiness!

Perks

  • Flexible time-off
  • Healthy catered lunches and a fully-stocked kitchen
  • Competitive salary
  • World-class healthcare, including dental and vision
  • 401(k)
  • Commuter benefits
  • Easy access to BART, CalTain, and MUNI
  • Team happy hours and events



Meet Some of ZenProspect's Employees

Erin D.

Customer Success Manager

Erin helps clients and co-workers communicate effectively and efficiently in order to understand ZenProspect products and make the most of the resources and information available to them.

Krishan P.

Account Executive

Krishan works with potential clients who call in to express interest in ZenProspect products. He listens to their needs, then moves forward with solutions and strategies for additional growth.


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