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Customer Success Manager

| Chicago

Job Description

A great new opportunity at a great company.... see what we're all about!


At SilkRoad, it's all about the employees! We're all about flexibility and growth - yours and ours. This is the opportunity to build your career with a leader. At SilkRoad, you will play an important role in our success while working in a great environment that's loaded with talented professionals. This is your opportunity to join us!

The Customer Success Manager is responsible for enhancing the loyalty, connection, and awareness within the SilkRoad customer base. The Customer Success Manager will manage and develop strong relationships with a portfolio of clients and serve as the advocate that customers can rely on to ensure their satisfaction throughout a lifetime with SilkRoad.

Responsibilities include:

  • Maintain constant and consultative interactions with SilkRoad's customers to understand customer health and their overall usage, successes, and challenges with the system.
  • Help reduce customer churn by building long term loyalty and trust.
  • Work with customers to develop optimization plans with the assistance of various teams at SilkRoad.
  • Become a functional expert in SilkRoad's Life Suite of solutions and the value they bring to customers.
  • Gain and document a full understanding of customer's existing HR system landscape.
  • Engage SilkRoad Field Sales and services teams in additional revenue generating opportunities.
  • Work with Support to ensure SilkRoad's effectiveness in responding to issues.
  • Support Marketing in their efforts to attract new clients through more participation from the existing ones.
  • Provide ongoing feedback to Product Management.
  • Assist Finance and renewal teams with the information they need to process renewal orders and payments.
  • Utilize social networks to help promote customer-to-customer interactions and enhance customer lead referral channels.

Required Skills

  • Passionate about quality and customer success;
  • Excellent interpersonal and communication skills; verbal, listening, and written;
  • Have a problem solver mentality;
  • Must be able to learn and articulate the technical basics of SaaS based environments (system integrations, performance monitoring, data security, etc);
  • Work effectively from a home based office. Travel may vary up to 15%;
  • Proficient with computer software and MS Office applications, including Word, Power Point and Excel.;
  • Ability to work successfully in a virtual team environment.

Required Experience

  • High School Graduate or equivalent is required; Bachelor's degree is preferred;
  • Minimum of 4 years of experience in a software organization in a role of direct customer exposure. May include areas like sales, account management, pre-sales, consulting, or support;
  • Previous successful experience in the HR software, CRM, or related industry is preferred;
  • Experience with CRM systems (SalesForce) is strongly preferred;
  • Prior Software-as-a-Service (SaaS) experience is preferred.
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100 S Wacker Dr, Suite 425, Chicago, IL 60606

An Insider's view of SilkRoad

What are some social events your company does?

We hold social events in the office often at SilkRoad. We have an awesome culture here, so we often have social events to celebrate birthdays, weddings, baby showers, etc. of employees in our Chicago office. We also always have social events when remote employees are in the Chicago office. For example, the other week we had a “game day” at the end


Inside Sales Representative

How do you collaborate with other teams in the company?

My role is to actively work with client company executive sponsors and their subject matter experts and to also play a unique role internally within SilkRoad. I collaborate internally with marketing, sales, services, product management & development to bring forth the client’s voice, industry knowledge/trends, best-practices, & thought leadership.


Talent Activation Director

What are SilkRoad Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Vacation & Time Off Benefits
Generous PTO
Flexible Time Off - SilkRoadies love the Flexible PTO policy. Flexible Work Environment - For most positions, you control where and how the work gets done.
Perks & Discounts
Commuter Benefits
SilkRoad offers commuter spending accounts
Fitness Subsidies
Health & Well-being plans - What’s more important than the health and well-being of you and your family? That’s why SilkRoad pays the majority of the cost for your benefits.

Additional Perks + Benefits

Flexible Work Environment - For most positions, you control where and how the work gets done. Of course there are some jobs that do require more structure, particularly those that directly interface with our customers, but our overall philosophy is that you control your work dynamics and the results are what matter most.

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