Helpware is a global company providing outsourcing back-office services with offices in the USA, Mexico, Ukraine, and the Philippines. We help small businesses as well as enterprises to free-up their teams so they can focus on strategic high-value tasks that will move the dial for their businesses.
In 2018 Clutch - B2B ratings, research, and reviews company - has named our Team a Leader in multiple service categories for BPO companies!
We are growing and looking for a Client Success Manager. Our Client Success team launches and engages our corporate customers to drive the Client's adoption and demonstrate ongoing value. This critical function is responsible for onboarding new SMB customers by engaging customers during the launch, driving ongoing adoption through support when needed, and managing renewals and overall account growth.
Skills and Qualifications:
Advanced English
1+ years in a customer-facing position, working with a high-volume of SMB clients in a fast-paced environment; ideally in SaaS
Experience working with customers to discuss renewal, engagement and adoption numbers preferred
Exceptional communication skills, highly organized, collaborative and detail-oriented
Experience building and maintaining relationships while working to mitigate churn and drive engagement and renewals
Empathetic, positive attitude with a desire to help our customers reach their goals
Results-driven mentality, with a bias for speed and action
Strong analytical skills, with the ability to translate data into insights.
Experience with Salesforce and Excel preferred
Comfort in a startup environment - we move quickly and wear many hats in a dynamic environment
Fast learner, curious nature, and looking for personal and career development opportunities within a sales department.
Responsibilities:
Support our SMB customers by understanding their business needs and helping them succeed
Enable successful roll-out of the Client to customer employees, including sharing relevant creative assets
Set up new organizations across the internal platforms
Lead the accounts assigned to you and monitor data by managing monthly engagement reports
Be sure to provide customers with the relevant product-related information to meet their demands
Collaborate closely with Sales, Customer Experience, and Product teams to support SMB customers, renewals, and expansion opportunities
Represent the voice of the customer to inform Client sales process and product roadmap