Strategic Customer Success Manager - Saas - QMS / MES

Job Description

Job Description

Salary : Competitive base + bonus / commissions

Strategic Customer Success Manager

Remote based - East Coast / Midwest preferred

Summary

SafetyChain Software is looking for a driven, skilled, and experienced Strategic Customer Success Manager, with enterprise experience to join our Customer Success team. Reporting to the Manager of the Customer Success Management Team, this role will this role will work closely with our sales, support, product, and engineering teams to ensure ongoing success, and continued growth with our customers

Do you like to solve problems in a fast-paced environment? Love collaborating with colleagues to help customers? Like the idea of a flexible, autonomous work environment to get the job done the way you like to work? This may just be what you are looking for lets get into the details!

Who We Are :

SafetyChain is a fast-growing B2B SaaS software company. Our industry leading Plant Management Platform helps manufacturers improve yield, maximize productivity, and ensure compliance throughout their operations.

Headquartered in Novato, CA, we have a passionate, diverse team with the majority of our employees working remotely across the country to serve our customers. We operate with the fun and flexibility of a start-up combined with the stability of a mature and rapidly growing software company.

Our solutions are used every day in thousands of facilities to help our customers make their products better and safer. Customers include many well-known brands like Albertsons, Clif Bar, Driscolls, Schwans, Sees Candies, Tyson Foods, United Airlines, WholeFoods and White Castle. We believe our culture of Help and Hustle makes for a great place to work and we foster a dynamic, positive environment that enables our teams to put their creative energies towards solving our customers problems and supporting each other. Our culture is real, tangible and immensely rewarding.

What You'll Do :

As part of the Customer Success team you will be responsible for engaging with strategic customers by phone, email, video conference and face-to-face meetings to help them maximize their usage and value with the system ultimately driving more successful business outcomes. You will work closely with cross-functional teams (Account Management, Professional Services & Support) that manage relationships, projects and customer support tickets. Through these various engagements, you will explore new customer needs, assist with advanced configuration / reporting and training, share relevant product / capability updates and assist when technical issues require escalation. You will be an expert in our solutions including new capabilities. As a Strategic Customer Success Manager you are expected to be the voice of the customer internally. You will also be given the opportunity to demonstrate our product during expansion conversations working closely with the Account Management team.

Key Responsibilities

• Identify strategies and solutions to help customers drive successful business outcomes
• Demonstrate & Solution our product during expansion conversations
• Customer solutioning and training - webinars, videos, onsite and live meetings
• Advanced configuration & reporting
• Escalation support - troubleshooting, solutioning
• Internal technical training for new features and best practices
• Customer Usage tracking
• Success planning and managing customers success charter
• Generate case studies, ROI and product enhancement use cases in collaboration with the customers Continuous Improvement Coach.
• Support and participate in regular Business Reviews offering recommendations to customers
• Listening and uncovering business challenges to earn the trust of customers
• Engaging peers and team members to coordinate the right internal resources to delight customers

Our Values

What Youll Need (Requirements)

Strong presentation skills (online and in-person)

Growth mindset

Things that Make the Job Awesome

Equal Opportunity Employer : All qualified applicants will receive consideration for employment without regard to race, color, religion, marital status, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status or any other characteristic protected by law applicable to the state in which you work.