Customer Success Manager (Hybrid in San Antonio, TX)
Company: SWBC
Location: San Antonio
Posted on: May 28, 2023
Job Description:
SWIVEL is seeking a talented individual to be responsible for
cultivating strong relationships with clients and stakeholders.
Makes sure escalations for Level 2 support team is managed
effectively and is getting the attention it requires, adhering to
the SLA's set forth by the management. This position is required to
have creative problem solving, managing difficult discussions,
quantifying impact, and prioritizing change by collaborating with
the Product Owner. This position will balance technical, business,
and customer needs effectively.
Why you'll love this role:
Reporting to the Director of Customer Success, you will play a
vital role in ensuring customers achieve their desired outcomes
while using SWIVEL's software. You will be customer-focused and
oriented to achieving mutually beneficial outcomes within the
partnership. You will have the flexibility to work collaboratively
across the organization to increase software utilization, reduce
risk, deliver excellence, and identify opportunities for business
expansion. You will also have the opportunity to lead and mentor
Customer Success Associates (CSAs) to successfully meet department
objectives and serve as a mentor to advance your team members'
professional growth.
Essential duties include the following:
- Leads and nurtures a team of Customer Associates; coach and
mentor team members to accomplish department objectives.
- Maintains client level SLA's and capture metrics for continual
improvement.
- Performs quarterly assessments for all VIP clients and works
with internal teams to mitigate chances of client churn.
- Contributes to overall customer/client retention/growth which
aligns strategically to providing AMAZING service in all ways
possible.
- Works cross-functionally to resolve customer and business
challenges.
- Actively seeks customer feedback and champions impactful
feature enhancements to Product leadership and provide updates to
clients on the status of their requests.
- Maintains deep understanding of SWIVEL's product offering.
- Develops and maintains long-term relationships with internal
stakeholders and customers.
- Assists in the planning and execution of customer engagement
events.
- Attends and actively participates in industry events including
software conferences, annual user conferences, and regional
customer events.
- Performs all other duties as assigned. Serious candidates will
possess the minimum qualifications:
- Bachelor's degree from an accredited four-year college or
university.
- Minimum of five (5) years of proven success working directly
with customers within a technological environment; experience
managing client escalations a plus.
- Able to travel.
- Exceptionally strong customer handling, conflict resolution,
and problem-solving skills
- Comfortable with uncertainty and turning complex problems into
actionable plans.
- Excellent verbal and written communication abilities.
- Excellent presentation skills coupled with a strong leadership
presence.
- Excellent negotiation skills and ability to influence others
when working across organizations.
- Domain experience in technical support, customer service,
customer success, or customer experience management.
- Success in building and growing a team to meet changing company
priorities.
- Passion for solving complex problems quickly and
creatively.
- Able to learn and understand new technical concepts
quickly.
- Experience educating both technical and non-technical audiences
on complex topics.
- Able to sit for long periods of time performing sedentary
activities. SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals and Mentor Program
- Continuing education and career certifications
- Variety of healthcare coverage options
- Traditional and Roth 401(k) retirement plans
- Lucrative Wellness Program
*Based upon employee eligibility
Additional Information:
SWBC is a Substance-Free Workplace and requires pre-employment drug
testing.
Please note, SWBC does not hire tobacco users as allowed by
law.
To learn more about SWBC, visit our website at www.SWBC.com. If
interested, please click the appropriate apply button.
Keywords: SWBC, San Antonio , Customer Success Manager (Hybrid in San Antonio, TX), Executive , San Antonio, Texas
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