Sr. Manager Customer Success

The Senior Manager, Customer Success professional is responsible for communicating the Firm's vision and capabilities to the marketplace, and engaging clients in a consultative manner to provide customized solutions for the Tax.com software functionality. Responsibilities include billing, contract, and Salesforce maintenance and improving customer retention and increase upsells or referrals by ensuring client satisfaction with software.

Duties and responsibilities, as they align to Ryan's (Tax.com's) Key Results

People:

• Create a positive team member experience.
• Builds, maintains and leverages key relationships with significant contacts and business decision makers.

Client:

• Establishing a professional, working, and consultative, relationship with clients.
• Partner with Tax.com account relationship personnel and direct clients to advance license software contract renewals and expansions to ensure timely and accurate execution.
• Respond to client inquires, manage accounts, and resolve issues with the help of upper management.
• Delivers training, researches contracts, reviews invoice history, manages purchase orders and client correspondence and deliverable review in support of the Business Development Team.
• Establishing a professional, working, and consultative, relationship with clients.
• Promotes value of all software products through customer experience.
• Promote, upsell and cross-sell products and services across Tax.com suite of solutions.
• Sustains business growth and profitability by maximizing overall value; experience balancing revenue goals and client needs.
• Ability to anticipate client issues and needs

Value:

• Executing all relevant phases of contact lifecycle to ensure high renewal rate across all accounts.
• Providing timely quotes and tracking activity.
• Driving increased renewal rates.
• Communicate with BD's on the status of suspended renewal invoices.
• Understands business issues, and quickly understand commercial drivers at Tax.com, and recognize areas for operational improvements.
• Coordinating special requests and technical questionnaires with the SSE Team.

Education and Experience:

Bachelor's degree and seven or more years related experience with "C-Suite" executives; or equivalent combination of education and experience.

Computer Skills:

To perform this job successfully, an individual should be proficient in using the following applications or systems:

• Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.)
• CRM (Customer Relationship Management) experience in entering, reviewing and reporting activity such as Salesforce.

Certificates and Licenses:

Valid driver's license required.

Supervisory Responsibilities:

This job has limited supervisory responsibilities for the Tax.com division, including training employees, assigning work, and checking work for accuracy and completeness.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at computer.
• Position requires regular interaction with employees at all levels of the Firm in person and via e-mail and telephone.
• Position requires regular interaction with clients and interface with external vendors in person and via e-mail and telephone.
• Independent travel requirement: Up to 10-20%.

Equal Opportunity Employer: disability/veteran