A remote Customer Success role at EverCommerce.
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Original listing text, shown exactly as published by the company.
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Manage customer accounts in various stages of their lifecycle and of various levels of account size, health, and usage.
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Develop strong product knowledge to implement advanced and varied types of use cases.
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Manage accounts using applicable analytic tools and prioritization methods.
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Collaborate with internal teams to act as the voice of the customer and champion their needs.
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Build strong relationships with peers and colleagues from CX, Sales, Marketing, Product/engineering and Support while initiating discussions and brainstorming sessions to optimize solutions for our customers.
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Explain metrics clearly to customers in a way that communicates value, as well as be able to clearly communicate ROI data to a customer so they understand their ROI received.
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Effectively communicates with customers during difficult situations – i.e. feature requests, troubleshooting bugs
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Understands and utilizes the resources available for getting answers to product questions – i.e. Teams channels and internal training collateral
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Independently connects customer goals with features/functionality in the product without the help of resources, team lead, etc.
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Empowers customers to own their own solutions.
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4+ years working in a B2B client-facing account management, support or project management experience preferably involving SaaS services targeting SMB customers.
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Comfortable leveraging software tools, CRM, email marketing, support, automation, productivity, and presentation software.
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Leverages data to determine when accounts require an “off-cycle” intervention to maintain health and retain value delivery goals.
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Able to identify risks and opportunities and understands what actions to take in these scenarios.
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Successfully identifies and catalogs champions within customer accounts.
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Appropriately leverage internal channels to seek guidance on more difficult customer circumstances.
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Keeps portfolio up to date and organized, ensures accurate reporting of CS engagements in PlanHat
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Data-driven decision maker, with urgency operating in a “test and learn” environment focused on meaningful and rapid process optimization.
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Track record in driving customer engagement and loyalty.
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Innovative thinking and bias for action balanced with a strong customer and quality focus.
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Persuasive communicator with both clients and internal company teams and staff.
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Intellectually robust and agile, with the ability to make quick decisions as needed.
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Self-confidence matched with a willingness to collaborate and successfully engage with colleagues.
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Exceptional communication, presentation, and relationship management skills – deep cross- functional collaboration is required.
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The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.
EverCommerce
Customer Success
54 open roles on Sydicom
EverCommerce provides integrated software and payment solutions to service-based businesses. They offer a comprehensive suite of technology designed to help small and medium businesses manage and grow their operations. The company focuses on various vertical markets, acquiring and supporting specialized SaaS companies.
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