Customer Success Manager

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BigTime is the engine behind the greatest consulting firms on the planet, delivering back-office time/budgeting and invoicing to over 2,000 firms worldwide and tracking over $2 billion in billable time each year.  Our flagship product is a SaaS-based system that is custom-built for the professional services industry.  BigTime is a PE-backed company based in Chicago committed to helping clients run professional teams more efficiently, unlocking potential revenue and improving profitability. We are striving to build a world class customer experience and we are looking to scale our Customer Success team to enhance our level of service and commitment to our customers. 

BigTime is looking for a Customer Success Manager (CSM) who will work with customers and partner internally with Account Management, Implementation, Technical Services and other parts of the organization to meet client goals and objectives for the BigTime program. CSMs focus on engagement, adoption, demonstrating continuous value and ensuring customers are successful utilizing BigTime platform.

As a CSM, you will work with clients to provide measurable results to prove the value and ROI of the client’s investment. CSMs focus on ensuring clients are adopting products and features while keeping best practices in mind, training on the BigTime platform and engaging with relevant tools to optimize their objectives. Post-implementation, CSMs own the day to day program execution and help to deliver the ROI and value of the product and its impact. CSM will also focus on building relationships, platform adoption and ongoing product training alongside additional client facing teams to penetrate the account beyond the day to day contacts. 

Key Accountabilities for the Customer Success Manager: 

  • Focus on ensuring core products are performing as expected/implemented and driving adoption of our tools to optimize engagement.
  • Management of issues or areas of improvement for customers to ensure they are getting the best results from the solution.
  • Maintain and develop existing client relationships to customers through various levels of communication including email outreach, web meetings, trade-shows, events, targeted/automated outreach. 
  • Utilize marketing automation and semi-automated outreach tactics to scale and reach a large number of accounts.
  • Develop and share marketing best practices to drive adoption of new BigTime products and features in a consultative manner
  • Identify opportunities for new features and product adoption in the assigned client base and work to provide qualified leads to the Account management team
  • Complete all required administrative functions for tracking customer communication, issues, and metrics.
  • Surface client feedback to the Product Team for functionality enhancements and escalations.
  • Define and achieve client  successes that can be shared internally and externally by the Marketing Team to prove value. 
  • Partner with an implementation engineer to guide customers through integration and launch of the BigTime Platform
  • Lead webinar trainings to coach corporate users on the BigTime Portal 
  • Work with an Account Manager to deliver platform recommendations aimed at increasing ROI for the customer

  Requirements Skills for the Customer Success manager

  • Bachelor’s degree and a minimum of 2-3 years of work experience in a client services/account management role.
  • Strong project management skills, time management and organizational skills with the ability to manage multiple projects and priorities at one time
  • Oral and written communication skills
  • A team player with a high level of initiative and the ability to work well in a team environment
  • Positive, self-starter attitude with a desire to exceed client expectations who is interested in working in a fast-paced, start-up environment
  • Attention to detail, highly organized, with an absolute focus on the quality of work
  • Able to travel up to 10%***
  • Authorization to work in the US

Preferred Skills for the Customer Success Manager

  • Experience in Saas
  • Presentation (Google Slides/MS Powerpoint) including experience using web-based presentation solutions
  • Proficient in Excel, Salesforce.com, Customer success software (churnZero)
  • Familiarity with programing language or markup language (JavaScript, CSS, HTML, SQL)

Working at BigTime has its benefits!

  • Competitive salary and bonus potential
  • Company paid benefits, including medical, dental, vision, disability and life insurance
  • Generous time off and paid company holidays
  • Company provided latest technology & software tools
  • Weekly Lunch Credit via GrubHub
  • While the role is based in Chicago, we offer Flexible Work Environment with opportunity to work remotely
  • Fresh fruit, snacks, cold brew coffee/tea, soda and La Croix
  • Great, convenient downtown / loop location

Applicants must be authorized to work in the U.S.  BigTime Software, Inc. is proud to be an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law.

Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • BasecampManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

311 South Wacker Dr., Chicago, IL 60606

What are BigTime Software, Inc. Perks + Benefits

BigTime Software, Inc. Benefits Overview

BigTime Software is one of the region's best companies, serving Chicagoland communities in Illinois. Our team enjoys training programs, a fantastic culture, and opportunities for advancement, which are company-wide focuses to help you grow both personally and professionally. We're interested in helping your career and adding to your resume because we know that happy employees lead to happier customers!

- Opportunities for Advancement
- Company Provided Latest Technology & Software Tools
- Great, Convenient Downtown/Loop Location
- Company Paid Health & Dental Plans
- Weekly Catered Lunch and Whole Company Meeting
- Minimum of 11 Paid Holidays
- 401(k) Savings Plan
- Snacks, Coffee, Soda Pop and More

Culture
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Annually.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at the team's discretion.
Professional Development Benefits
Job Training & Conferences
BigTime offers employees professional development opportunities like the ability to attend job-related conferences and seminars.
Lunch and learns
BigTime hosts lunch and learn meetings weekly.
Cross functional training encouraged
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