Remote job
Customer Service Manager, Enterprise
Job details
About this role
Role overview
Manage a portfolio of roughly 40 enterprise property care customers, helping them realize value from software designed for trade service businesses. This high-touch customer success role combines senior relationship management, product adoption coaching, problem-solving and commercial account growth. You will also use engagement data to guide account actions and help improve the customer experience.
Responsibilities
- Build trusted relationships with customer leaders and provide a high-quality, executive-ready service experience. - Review how customers use the product, identify valuable features and services, and coach teams on effective practices. - Resolve complex customer challenges and develop practical ways to increase the value customers receive. - Track engagement measures and report useful findings and recommended actions against key performance indicators. - Segment accounts to identify appropriate opportunities for expansion, including cross-selling and upselling. - Improve customer-facing processes and product experience, and mentor new hires and colleagues outside the enterprise team.
Requirements
- At least four years of combined account or project management experience in a customer-facing role. - Ability to manage multiple accounts and projects at once with strong organization and attention to detail. - Comfortable analyzing data and turning findings into customer or account actions. - Strong communication, teamwork and leadership skills, with the ability to adapt and solve problems in a fast-moving environment. - Willingness to travel nationally for less than 15% of working time.
Benefits and work setup
The source describes flexible time off, flexible work time, autonomous work support, onboarding, learning opportunities and leadership training. Benefits include medical, dental and vision coverage, flexible spending and health savings accounts, a retirement plan match, telehealth, parental and fertility support, adoption and surrogacy reimbursement, pet insurance, legal services and financial planning tools. Compensation includes an annual bonus and equity in addition to base pay; US salary ranges vary by location.