Customer Success Manager
Charlotte, NC / St. Petersburg, FL
Customer Success /
Full-time /
Hybrid
We’re looking for a Customer Success Manager to join us here at Sign In Solutions. As our Customer Success Manager, we are looking for someone with a background in enterprise customer relationship management, dedicated to providing impactful solutions that result in highly successful accounts enabling strong adoption, renewal and upsell.
This is a hybrid role ( 3x/week in the office) based in Charlotte, NC or St Petersburg, FL.
About Us
Sign In Solutions is the innovative workplace enablement partner that goes beyond traditional visitor management, combining the comprehensive software and real-time analytics modern organizations need to mitigate risk, elevate experiences, and empower people. Launched in 2021 with funding from PSG V, Sign In Solutions acquired Sign In App, Sign In Enterprise (formerly Traction Guest), Sign In Compliance (formerly ThreatSwitch), Sign In Workspace (formerly Pronestor) , Sign In Scheduling (formerly 10to8) and Sign In Central Record (formerly SCR Tracker)
Culture:
Culture is important at Sign In Solutions. Our values don’t just sit on a glossy page. We live them every day. Our values are the cornerstone of who we are:
Customer 1st
Respect & Dignity
Accountability & Empowerment
Honestly & Positivity
We're Here To Win
Do Good & Give Back
Skills:
- 5+ years of experience in a customer relationship management role in a B2B SaaS based environment
- Previous experience working with enterprise level accounts delivering exceptional customer advocacy and advisory
- Ability to develop and deliver messages and presentations to technical and non-technical audiences
- Strong verbal and written communication skills
- Ability to properly set expectations with customers
- Listen and understand the customer’s business problems/objectives and leverage product knowledge and experience to provide the best recommendation to meet their needs
- Ability to multi-task and manage a high volume of customer projects
- Meet deadlines for customer engagements and deliverables
- Leverage applicable systems and processes to manage customer projects
- Timely and consistent documentation of project history and key deliverables
What You Will Be Doing:
- Proactively drive key milestones and outcomes as outlined by the customer and in alignment with the program framework
- Consistently execute against the defined account processes within the defined program scope
- Identify gaps that impact the customer experience, document them, and recommend potential resolutions
- Advise customers in the build and testing of their use case
- Deliver a superior onboarding experience to the customer by setting and meeting expectations
- Mitigate risks proactively to ensure timely execution
- Manage a high volume of projects and stay up to date with relevant notes, time entry and project status reporting
- Engage with cross-functional teams as needed to complete customer projects and/or drive program initiative
- Interface with VP and C-suite executives, both internally and externally, and make product and/or use case recommendations
- Stay current on product features and functionality, platform changes, and partner technologies by attending enablement sessions, product release meetings, and other enablement activities to improve product knowledge
- Contribute to the growth and evolution of the team by sharing customer and/or industry insights during meetings and driving new ways to improve the customer experience and/or drive better enablement for adoption
This isn’t just about us getting to know you. We believe you need to dive in to get to know us. We encourage you to research and read up on our company news and articles. Throughout the recruitment process, you will be given the opportunity to ask lots of questions, meet different members of our team, and get hands on to showcase your skills. As you get to know what we’re all about, we hope you’ll become increasingly confident and excited that we could be your next big move.
Once your application is received and reviewed, qualified candidates will move on to our next steps. Our general recruitment process has the following steps:
Phone Interview with our People & Culture team
Meet with the hiring manager and other members of the team
Demo presentation and interview
Culture meeting with members of the Sign In Solutions team
We are an equal opportunity employer and love diversity at our company! We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
