Please submit applications to dan.fischer@fayebsg.com
FayeBSG are looking to hire a Customer Success Manager (CSM). All details are included on the attached PDF. This is a client facing position so native or outstanding English is needed for this role as is a history in Customer Sucess and ideally an IT background.
This is a remote role, so should you choose to live and work in Medellin you would need to obtain/hold a visa that would allow you to do so.
POSITION:
The CSM will lead customer success initiatives, keep FayeBSG focused on customer outcomes and play a central role in engaging our clients to drive adoption and demonstrate ongoing value of FayeBSG products and services. This critical function is responsible for developing, maintaining, and strengthening relationships with customers. The CSM will work with the rest of our organization ensuring customers are realizing the value from FayeBSG products & services to drive adoption, transformation, renewals, expansion, and advocacy across the overall FayeBSG client portfolio.
Our objective is to retain our clients forever; which we accomplish through providing highly innovative software solutions to business issues, providing highly responsive support, and creating close working relationships with clients.
Sales
- Participate in the pre-sales process to communicate Customer Success benefits & value to prospective FayeBSG clients
- Work closely with the sales team to smoothly transfer customer ownership once a prospect becomes a customer
- Identify cross-sell/upsell expansion opportunities for Account Executives to pursue
Implementation & Adoption
- Work with FayeBSG Professional Services to improve implementation & onboarding processes
- Recognize how Professional Services engagements evolve the customer business drivers and drive the CSM's plan for adoption and increased value
- Serve as the primary contact for the onboarding of new customers and the training of end users (Hold product training and demonstrations for customers)
- Operate as the trusted partner for the customer on use-case and product functionality
Product & Support
- Represent the voice of the customer to provide input into core product features, enhancements, and roadmap
- Provide insights to customers to ensure that they get the most out of FayeBSG products & services with the aim of helping grow our customer base
- Identify opportunities for customers to act as FayeBSG product advocates (e.g. testimonials, case studies)
- Work with the Support Team to ensure that problems are handled and resolved to the customer’s satisfaction as quickly as possible
BACKGROUND OF THE IDEAL CANDIDATE
- Bachelor’s Degree (Business, IT preferred)
- 5-10 years of relevant business experience.
- 5 years customer success or account management experience in a SaaS or software company.
- Proven track record of working in a customer facing role building and maintaining relationships (Consulting, Sales, Customer Service)
- Experience working with cross-functional teams (e.g. Sales, Product, Professional Services)
- Strong Leadership, Communication & Client Relationship skills
- Experience with CRM or Customer Experience platforms preferred
- Passion for technology and for being a part of a fast-growing company
- Ability to create structure in ambiguous situations and design effective processes
- Comfortable working with both SMB and larger enterprise-level customers
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Advanced MS Office Skills
SUCCESS METRICS
- Maintaining and improving Gross & Net Renewal Rates
-- Gross Renewal Rate (GRR) Target: 95%
--- GRR = Percentage of contract $ renewed in a given period
-- Net Renewal Rate Target: 100%
--- NRR = Total value of contracts (Renewals $ Cross Sell/Upsell expansion $) ÷ Dollar Value of Contracts up for Renewal
- Logo Retention Target: 95%
- 20 Cross-Sell/Upsell Opportunities Identified per month
- Customer Health (Customer Satisfaction, Engagement, Advocacy)
-- Net Promoter Score (50 )
--- How likely clients are to recommend FayeBSG: (Promoters – Detractors) ÷ Respondents
-- CSAT Survey Target Score: 80%
-- Scale of 1-5 How is client’s overall satisfaction with product/services (% calculation based upon number of 4’s or 5’s)
-- 3 QBRs per Quarter
-- Customers Called/Not Called (Current Tracking Metrics).
- Bachelor’s Degree (Business, IT preferred)
- 5-10 years of relevant business experience.
- 5 years customer success or account management experience in a SaaS or software company.
- Proven track record of working in a customer facing role building and maintaining relationships (Consulting, Sales, Customer Service)
- Experience working with cross-functional teams (e.g. Sales, Product, Professional Services)
- Strong Leadership, Communication & Client Relationship skills
- Experience with CRM or Customer Experience platforms preferred
- Passion for technology and for being a part of a fast-growing company
- Ability to create structure in ambiguous situations and design effective processes
- Comfortable working with both SMB and larger enterprise-level customers
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Advanced MS Office Skills
SUCCESS METRICS
- Maintaining and improving Gross & Net Renewal Rates
-- Gross Renewal Rate (GRR) Target: 95%
--- GRR = Percentage of contract $ renewed in a given period
-- Net Renewal Rate Target: 100%
--- NRR = Total value of contracts (Renewals $ Cross Sell/Upsell expansion $) ÷ Dollar Value of Contracts up for Renewal
- Logo Retention Target: 95%
- 20 Cross-Sell/Upsell Opportunities Identified per month
- Customer Health (Customer Satisfaction, Engagement, Advocacy)
-- Net Promoter Score (50 )
--- How likely clients are to recommend FayeBSG: (Promoters – Detractors) ÷ Respondents
-- CSAT Survey Target Score: 80%
-- Scale of 1-5 How is client’s overall satisfaction with product/services (% calculation based upon number of 4’s or 5’s)
-- 3 QBRs per Quarter
-- Customers Called/Not Called (Current Tracking Metrics)
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