All VelocityEHS employees have a role in delivering value across our customer base.  But it is the Customer Success Manager (CSM) who is uniquely positioned to ensure this value is being delivered to our most strategic accounts.  The CSM is assigned, and is expected to establish a trusted relationship with, VelocityEHS’s top-tier of customers.  Through this relationship, periodic business reviews, and other efforts, the CSM has a goal of increasing adoption, ensuring retention, and driving advocacy across these customers.  And in cases where value received is falling short of customer’s expectations, it is the CSM who jumps in to create, and lead the execution against, a success plan that often eventually makes these customers our biggest advocates.   

The VelocityEHS work environment is dynamic, innovative and entrepreneurial.  We have a results-oriented culture that demands intelligence, teamwork and follow-through.  If you have these qualities and are a self-starter with creativity and a strong work ethic then this is the job for you - check out the details below and apply now.

·         Establish a trusted/strategic advisor relationship with VelocityEHS’s top-tier customers; increasing adoption, ensuring retention, and driving their advocacy

·         Perform periodic business reviews with assigned customers; highlight value being delivered, or collaborate with the customer to create and execute success plans that deliver expected value

·         Program manage escalated customer issues to ensure they are resolved satisfactorily, often turning these customers into our strongest advocates

·         Advocate tirelessly on behalf of customers cross-departmentally within VelocityEHS

·         Develop and maintain VelocityEHS solution and industry expertise in order to advise customers on best methods to achieve their goals

·         Identify and champion internal best practices and process change recommendations

·         Surface upsell/cross-sell opportunities and collaborate with account executives where appropriate

Minimum Skills & Qualifications

·         5+ years of relevant business experience in a customer-facing role(s)

·         Demonstrated experience increasing customer satisfaction, adoption and retention

·         Strong verbal and written communication skills

·         Ability to multi-task and adjust priorities in a constantly changing, fast-paced environment

·         Familiar working with executive level stakeholders

·         Capable of influencing co-workers not in their direct span of control

·         Effective problem-solver

·         Proficient with Microsoft Office products (Outlook, Word, Excel, Power Point)

·         Driven to succeed

·         Empathetic – able to identify from a customer perspective and understand their business needs

·         Inquisitive – seeks first to understand

Preferred Skills & Qualifications

·         Bachelor’s Degree in Business or a related field

·         Knowledgeable about the field of Environmental, Health, Safety and Sustainability

·         2+ years of experience in a Customer Success role, ideally for a company with a SaaS model

·         Experience with Project Management and/or Consulting

·         Experience with Salesforce.com, web conferencing tools (GoToMeeting), and Customer Success Management applications

At VelocityEHS (formerly MSDSonline) we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovative on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EHS) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs.

Headquartered in the heart of downtown Chicago, VelocityEHS is much more than just a place to work. VelocityEHS has cultivated a unique environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance.