Ascend Software – Customer Success Manager – Portland, OR

Job title: Customer Success Manager Company: Ascend Software Job description: Ascend seeks a Customer Success Manager to report to the Head of Customer Success. We are looking for a Customer Success Manager to join our team. This individual will be responsible for the management of our largest customers. This role is critical to ensure we have successful and happy users with high retention and growth rates. This will be one of the first additions to our growing Customer Success Manager team. This individual will contribute to customer success strategy, processes, execution, and will bolster our culture of continuous improvements. If you love problem-solving, critical thinking, and developing strategies to achieve an elevated level of customer success, we'd love to hear from you! Responsibilities:

• Deliver exceptional service to enterprise customers with the goal of retention and growth
• Use creative problem solving to help customers reach their business goals and maximize the value they get from Ascend
• Proactively coach and educate customers to improve adoption of the Ascend platform
• Manage renewals and customer retention
• Manage upsell and cross-sell opportunities
• Maintain elevated levels of customer engagement and satisfaction, with a focus on customer loyalty

Your overall mission will be to proactively deliver value for your book of business by understanding your customers’ business needs, and ensuring they meet their desired business outcomes. Your day-to-day would include, but not be limited to:

• Define a success plan with deliverables, and ensure clear communication across all activities of the customers’ post-implementation journey
• Consult on customers’ AP processes within Ascend to help deliver tangible, positive results to their efforts and drive product adoption
• Identify successful customers and turn them into advocates, measured by participation in reference calls, case studies, and webinars
• Introduce and implement new products and features to your customers based off needs that you have uncovered in your strategic conversations
• Collaborate with internal stakeholders (Engineering, Product, Sales, Support, and Execs) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong reference ability across your book of customers
• Collaborate with the Technical Writing team to build Best Practices content for the Help Center
• Identify, clearly communicate, and manage risk throughout the year through proactive touchpoints and taking the lead in developing resolution strategies
• Drive, manage and assist the renewal management and expansion process including all administrative aspects of the transaction
• Conduct executive and quarterly business reviews and usage audits

Minimum Qualifications

• 3+ years of experience in a customer-facing role, such as in CSM or Account Management, preferably at a SaaS company that focused on B2B enterprise and mid-sized customers
• An understanding of product development life cycles and project management skills
• Strong verbal and written communication skills
• Accounts payable or other back-office financial business processes (strongly preferred)
• Familiarity with Workday Financials and/or other cloud ERP systems (strongly preferred)

Soft Skills: These are table stakes. We’ll ask your references about all of them.

• Excellent organization and time management skills
• Excellent verbal and written communication skills
• Attention to detail
• Resourcefulness
• Entrepreneurial spirit, willing to own and see tasks through to completion
• High personal integrity, uncompromising ethics
• A consultative nature, with the empathy to identify and understand customer pains/goals/opportunities, and the ability to shape a strategy to address them
• A proactive and positive approach to work and tasks

Hard Skills: The strongest applicants will have a strong combination of these.

• Proven ability to meet deadlines while managing multiple priorities
• Excellent communication and collaboration skills
• Strong project and process management skills
• Self-directed with the ability to identify and solve complex cross-functional problems
• A desire to constantly develop new skills and continually learn
• Experience with the use of analytic and/or data visualization software
• Experience with interacting with large data sets
• Strong presentation skills including advanced PowerPoint skills
• Salesforce & CS Tool experience preferred

Provided benefits:

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k) matching

Non-local remote candidates will be considered Powered by JazzHR Expected salary: Location: Portland, OR Apply for the job now! Apply tot his job Apply To this Job