Customer Success Manager - Remote

Job description

The R-Zero Customer Success Manager engages our customers to drive successful adoption, expansion and retention, and demonstrates ongoing exceptional value, highest level of quality and deep knowledge around our product and service offering. This critical function is responsible for onboarding new customers by engaging cross-functional teams in the launch. They’ll be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success for input across all key decisions.

At R-Zero, the Customer Success Manager will understand customer outcomes through ongoing collection and analysis of data and feedback and will channel back important info for R-Zero’s future product road map. It works with the rest of the R-Zero organization to uncover new ways to make R-Zero a new standard of disinfection for our customers, improving their lives and our product and service offering.

Essential Functions
Serve as the primary contact for the onboarding of new customers, the ongoing training/education of end users, as well as post “go-live” support
Understand customer outcomes by communicating with customers, analyzing customer metrics, run NPS/CSAT, and gather other feedback.
Cross Sell new products and ensure customer engagement through contract renewals.
Represent the voice of the customer to provide input into every core product, marketing and sales process.
Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities.
Collaborate with the engineering and development team to set up or configure future software platforms and integrated hardware as per customers’ requirements and troubleshoot technical issues raised by customers.
Gauge customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.
Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
Provide insights to customers to ensure that they get the most out of our product and service offering with the aim of helping grow our customer base.
Drive retention and growth among our customers by understanding their disinfection needs and helping them succeed.
Identify opportunities for customers to act as R-Zero advocates (e.g. testimonials, case studies).
Marshall resources across the R-Zero org as needed to support customers’ needs.

Minimum 5 Years Customer Success Management Experience
Collaboration Skills
Decision Making
Excellent Leadership
Problem Solving/Analysis
Results Driven
Strong leadership skills
Impressive executive presence and communication abilities
Experience working with, and managing, stakeholders and customers
A high level of accuracy and attention to detail is required
Excellent Communication And Interpersonal Skills. Fluent In Spanish Preferred.
Flexible approach, able to operate effectively with uncertainty and change.
Driven, self-motivated, enthusiastic and with a “can do” attitude.
Supervisory Responsibility
This role will have future management responsibilities for direct reports.

Work Environment
This role currently operates in a remote environment and may change to a professional office in the metro Salt Lake City UT, area by the end of the year at the latest. This role routinely uses standard office equipment.

Software Skills
This role requires excellent proficiency in communication, collaboration, project, enterprise, presentation, analytical, customer survey and other applicable software. Zendesk, Google Docs, Excel, Salesforce. 5 years plus would be ideal.

Physical Demands
While performing the duties of this job, the employee frequently is required to stand; walk; use a computer; The employee is occasionally required to sit for prolonged periods. Specific vision abilities required by this job.

Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday. This position may require a variety of hours and occasional weekend work.

This position requires up to 10% domestic travel.

Education And Experience
BA/BS (MBA/Master preferred).
Ideally 4+ years of experience in Customer Success, Account Management, Business Development, or another client-facing role.
Experience in working with complex, multi-divisional, multi-geographical customers.
Ability to create structure in ambiguous situations and design effective processes.
Bias for action.
Passion for technology and for being a part of a fast-growing hybrid hardware, HaaS and SaaS company.
Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).

We offer a rich benefit plan for our employees at 100% paid healthcare coverage, discretionary time off, work from home first remote culture, EEO focus, and part of a growing impactful well funded start-up.

Join a fast paced HAX portfolio company and be part of one of the largest hard tech communities in the world.

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