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Customer Success and Implementation Manager

| Chicago

Job Description

The customer success and implementation manager will work to understand the client's goals and educate on how to leverage the product to meet those goals and drive customer satisfaction. Act as a real-time post-sale consultative partner to clients and ensure a positive experience by maximizing value and benefit of product offerings

Key Responsibilities

  • Conduct client meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality and communicating new feature releases
  • Closely manage and nurture accounts to foster adoption and retention
  • Provide technical training for both internal and external users
  • Serve as primary point of contact to the customer to gather new feature/functionality requirements. Vett the needs, feasibility and delivery timelines with the Dev team.
  • Provide support for clients implementing software products and serve as an advisor for ongoing usage strategy
  • Create simple and easy to understand documentation of best practices
  • Work cross-functionally with internal departments (marketing, sales, development) around customer success initiatives
  • Maintain a deep knowledge of client industry, product, and role in the market
  • Develop a deep understanding of clients, including their industries, business goals, and pain points to foster a strong relationship
  • Handle day-to-day requests and customer issues thoughtfully and quickly, soliciting feedback while maintaining a strong sense of project direction
  • Communicate new features to clients and internal teams
  • Lead a team of customer success associates with or without direct authority
  • Other duties as assigned

Requirements

  • At least 4 years of experience in customer success or account management
  • Ability to quickly build rapport and relationships with customers
  • Strong organizational, communication, analytical and project management skills
  • Technical aptitude – quick to develop a deep understanding of new software
  • Ability to meet clients as required, including some travel depending on client location
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • SalesforceCRM

Location

We're in the New East Side area close to Michigan Ave, Millennium Park, the Riverwalk, restaurants & hotels. There's a shuttle for Metra riders too!

What are Codifyd Perks + Benefits

Culture
Open door policy
Team owned deliverables
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)
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Quarterly.
Happy Hours
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.

Additional Perks + Benefits

Generous company contributions for insurance options including PPO, HMO and HDHP medical plans, dental and vision. 401(k) employee contribution through John Hancock. Free Divvy memberships & gym access. Flexible spending and commuter benefit options. Weekly happy hours with rotating craft beer selections. Company provided life insurance, short term and long term disability + option for voluntary life insurance.

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