Customer Success Manager (Onsite)

POSITION OVERVIEW

The Customer Success Manager will partner with a select group of FRONTSTEPS clientele to own and address their needs and concerns from first contact to resolution, as well as develop a relationship with the customers to implement the FRONTSTEPS Suite of solutions to meet their needs. This involves obtaining an in-depth understanding of our customers’ goals to ensure their continued success and ongoing return on their investment in our services. The Customer Success Manager will remain intently focused on our clients, our insight into their goals, and the resulting shared vision we experience throughout our journey together. When needed, the Customer Success Manager will collaborate with our Sales, Delivery, Support, Product, Development, Marketing, and Finance teams on behalf of the customer.

The Customer Success Manager will be expected to regularly conduct client Account Health Reviews, discuss client objectives, and explore how the FRONTSTEPS Suite of solutions can meet all their needs. This person needs excellent organization, time management, and communication skills, as some issues customers experience must be handled with a high sense of urgency, follow-through, and ongoing communication with the customer.

The Customer Success Manager will leverage their product knowledge and resources to champion product enhancements and new features that will provide a huge benefit to not only the customer who made the request but to the FRONTSTEPS organization, ensuring our competitive edge.

Overall, a successful Customer Success Manager will be able to manage and exceed customer expectations, ensuring that with every interaction our customers stay informed, remain confident in our ability to address their concerns, and make them excited for the vision and future of the FRONTSTEPS Suite!

ESSENTIAL FUNCTIONS

• Build strong relationships with the Management Company Executives, Administrators, and Community Association Managers of our most high-profile customers
• Develop methods of account management that allow for continuous improvement in customer satisfaction and retention rates
• Serve as a customer advocate while effectively collaborating with internal, cross-functional teams including Sales, Delivery, Support, Product, Development, Marketing, and Finance
• Act as an escalation point for customer issues
• Manage customer needs through case management, written and verbal communications, and hosting client meetings
• Drive adoption of the FRONTSTEPS products within the customer base using product knowledge to show how the products can benefit them
• Assist in identifying opportunities for FRONTSTEPS and customer revenue growth
• Proactively address potential at-risk customers by identifying them, developing a “recovery” plan, and implementing resolutions to turnaround the customer sentiment
• Performs other related duties as requested by management

SKILLS & QUALIFICATIONS

• BA/BS in business, accounting, computer science, information systems or related field, or equivalent work experience preferred 
• Experience in a client-facing role
• Proven consulting, sales, or customer service/support skills
• Outstanding organizational and time-management skills
• Strong communication and interpersonal skills are a must, including exceptional written and verbal skills
• Proven ability to present details information effectively at all levels
• High level of professionalism and a focus on customer satisfaction
• Demonstrate a solution-focused attitude
• Ability to adapt quickly to new technologies and processes
• Highly motivated, flexible, and self-sufficient
• Experience with creating and establishing processes, preferred
• Experience leading trainings or webinars, preferred
• Experience with SalesForce, Azure, preferred
• Experience with HOA Security, Payments, and Accounting software is a plus

This position will remain open through June 28th, 2024.