Customer Success Manager

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BigTime is the operational software that powers many of the best run professional services firms by delivering project planning, time management, budget oversight, invoicing and payment capabilities to over 2,500 firms worldwide. We oversee more than $4 billion in billable time every year and enable our customers to drive profitability and grow confidently as they deliver on their client engagements. Our flagship solution is a SaaS offering that is custom-built for the professional services industry and built from the ground up by founders that came from that industry. We are a PE-backed company with high aspirations and a fun, growth-minded culture built around delighting our customers by helping them run their businesses more efficiently.
We are excited to be adding a Customer Success Manager to our team. This is a critical role in our customer success organization and you will be responsible for the retention, expansion, and satisfaction of your customer base. The ideal candidate will be a motivated, self-starter with experience in customer success roles for subscription products in a fast-paced and dynamic environment. This is a role where a passion for understanding the business outcomes our clients are looking to achieve and putting their success at the center of everything we do is critical to being successful.
If you love what you do and love guiding customers - and have the appetite to work in a fast-paced, entrepreneurial environment that will challenge you to do your best, then please apply!
As a Customer Success Manager, you will be responsible for:
  • Ensuring our customers are getting value from the BigTime solution and driving towards customer milestones, revenue retention, and expansion goals. In this role you will own a revenue number.
  • Managing all customer issues or areas of improvement to ensure they get the best results from BigTime
  • Maintain and develop existing client relationships through various channels including phone calls, web meetings, email outreach, and targeted/automated outreach.
  • 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 within your customer base
  • Partner with an Implementation manager to guide customers through integration and launch of BigTime
  • Define and achieve client successes that can be shared internally and externally by the Marketing Team to prove value
  • Surface client feedback to the Product Team for functionality enhancements and escalations

What experience and skills we are looking for:
  • Bachelor's degree and a minimum of 2-3 years of work experience in a client services / account management role
  • Strong project management, time management, and organizational skills with the ability to manage multiple projects and priorities at one time
  • Excellent 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
  • Attention to detail, highly organized, with an absolute focus on the quality of work
  • Authorization to work in the US

BigTime is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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    • MongoDBDatabases
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    • HubSpotCRM
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Location

We're centrally located in The Loop close to public transportation and steps away from many many restaurants.

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. We're committed to your growth both personally and professionally because we know that happy employees lead to happier customers!

- Professional Development
- Great, Convenient Downtown/Loop Location
- Company Paid Medical, Dental, and Vision Benefits
- 401(k) Savings Plan with a match
- Weekly Lunch Stipend via Grubhub
- Generous PTO and Holiday Schedule
- Snacks, Cold Brew, La Croix, Bubbly and More

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Our Culture Committee has four sub-committees: - Diversity and Inclusion - Community Involvement - Wellness - Social
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
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
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave: 6 weeks for bonding time and up to 6 weeks for medical leave.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at the team's discretion.
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
BigTime offers employees professional development opportunities like the ability to attend job-related conferences and seminars.
Diversity Program
Lunch and learns
BigTime hosts lunch and learn meetings weekly.
Cross functional training encouraged
Promote from within
Mentorship program

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