Partnership Customer Success Manager

The Role:

Paro is seeking to grow its team of world-class Customer Success Managers. They will be responsible for ensuring clients have the business solution they need to grow and succeed. Customer Success Managers are an essential part of our team and will work cross-departmentally to ensure flawless execution on every project, as well as find additional ways to add value to our customers.

Core Responsibilities:

• Develop and maintain impactful relationships with new and existing Paro clients and Paro’s Freelance Experts to improve retention and lifetime value of customers
• Provide consultative support for clients on business value and white label solutions to an enterprise level client base
• Deliver the best-in-class customer experience through proactive outreach, regular health checks, facilitating successful execution of engagements and demonstrating value to clients in your Book of Business
• Strategize with freelance experts and collaborate cross-functionally on how to better deliver solutions for clients while partnering with freelance experts to manage their client portfolio
• Deliver constructive feedback and guidance to our Experts on projects to enable them for continued success and long-term partnerships with clients
• Manage/grow your book of business by leveraging data and insights to understand the health of projects, identifying new areas to add value to existing customers, implementing creative solutions to mitigate issues as they arise, and utilizing a team of the best freelance talent in the marketplace for your client’s projects
• Collaborate with the Sales team and identify areas to close new opportunities and ways to add value on existing accounts to establish long-term partnerships within your Book of Business
• Act as intermediary and mediation between client and freelance expert, as needed by effectively mitigating issues between both parties

How You’ll Add Value:

• 3+ years of experience in consulting or 5+ years in client management or sales (fin-tech OR financial services is a plus)
• Be empathetic: understand the business needs of current and prospective clients and successfully build rapport with your clients by demonstrating a genuine interest in their success
• Be self-motivated and entrepreneurial: use creative approaches to get the job done by taking initiative to get results and have the ability to work autonomously to achieve successful outcomes
• Be a strong communicator (verbal and written) and feel comfortable delivering constructive feedback to clients and freelance experts
• Be technically proficient: learn multiple software platforms (especially Salesforce/PowerBi) and be able to draw conclusions from the data to understand where improvements can be made
• Be solution-driven: excel at solving problems, particularly in team settings and feel confident providing creative solutions

Who you are:

We’re more interested in how you add to our innovative community than formal education or experience. That said, you will shine in this role if you:

Believe that in order to be successful, you need to be surrounded with others who can be their authentic selves at work while driving forward the future of work with Paro. You value taking smart risks and having your colleague’s backs. You welcome challenges and are rigorous in ensuring all voices are heard. You are open to understanding each other’s experiences and communicating effectively together. At Paro we work hard, but we also want every employee to enjoy the journey. You work collaboratively, do the right thing, never settle and put your best work into everything you do.