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