Client Success Manager

  • 5323 Levander Loop, Austin, TX 78702, USA
  • Full-time

Company Description

With our talented team and strategic partnership with Salesforce.com, Rethink CRM, has become the number one cloud-computing commercial real estate application built on the Salesforce.com platform. Rethink has a small and quickly growing team that is projected to double in growth in 2019. Rethink is looking for talented, creative, and energetic individuals who want to join our quickly growing team and be a part of the next tech start-up phenomenon.

Job Description

The ideal Client Success Manager at Rethink will serve as a trusted advisor and advocate for clients. You will be responsible to execute strategies designed to maximize desired outcomes for Rethink's clients, such as driving effective change management, providing continued support through education, and maintaining high quality of satisfaction. Your ongoing proactive engagements will build fruitful relationships and ensure Rethink clients recognize the ongoing value from the platform. If you are a highly-motivated and energetic self-starter, who enjoys delivering creative solutions, understands the value of nurturing client relationships and is driven to help clients succeed, then the Rethink Client Success team is the perfect fit.


What You'll Do

  • Own the entire client lifecycle journey for your assigned book of accounts ranging from mid-size to strategic accounts: conducting onboarding, product training, business reviews, health checks, and renewals
  • Create value for clients by ensuring they clearly define business outcomes and then construct an effective Success Plan with the appropriately identified objectives, stakeholders, milestones and metrics needed to achieve them
  • Foster strong relationships with clients, provide awareness to all available resources, resolve escalation issues and communicate client needs internally to influence business priorities
  • Drive extraordinary client satisfaction by capitalizing on insights and best practices garnered through Rethink’s experience working with hundreds of clients
  • Lead Business Reviews and ensure Success Plan timelines are met
  • Provide a meaningful approach by guiding clients on how to achieve their business goals and maximize value from their investment in Rethink
  • Proactively report on client adoption, sentiment and overall health
  • Ensure on-time subscription renewals and uncover growth opportunities
  • Maintain a deep understanding of Rethink’s platform and speak with clients about the most relevant features/functionality for their specific business needs
  • Hold a personal accountability for results, willingness to go the extra mile for our clients and a collaborative approach that brings the best of Rethink to every client
  • Consistently obtain product feedback and work cross-functionally with Product, Marketing and Sales teams to help develop stronger product
  • Learn the Commercial Real Estate industry and the Rethink platform inside and out
  • Stay up-to-date on the latest trends of our partner, Salesforce.com, and their product updates
  • Work closely with CS leadership to define and execute best practices for account management
  • Effectively communicate and collaborate with implementation and product partners

Qualifications

 

  • Bachelor’s Degree with 1-3 years of experience in software account management, customer success, customer support, onboarding, or product training
  • Salesforce.com experience
  • Exceptional interpersonal and client relations skills to establish strong relationships with key decision makers, and provide clear and concise communication over email, onsite meetings, and video conferencing
  • Extremely organized, methodical and analytical, and able to navigate customer situations through creative and adaptive approaches
  • Strong project management skills to enable successful data migration and customization with external implementation partners
  • Outstanding time management skills to prioritize between client requests, and manage multiple complex team assignments under time constraints
  • Proven track record of meeting and exceeding team and individual KPIs
  • High level of resilience in face of challenging situations with clients, and ability to empathetically communicate client pain points to internal teams
  • Strong technical acumen; ability to learn technical products quickly and work effectively with both technical and non-technical clients
  • Thrive in a high-growth, fast paced environment and quickly adapt to changing demands
  • Strong commitment to team environment dynamics with an openness to contribute expertise from previous experience and knowledge of client success processes
  • Data-driven decision maker to advocate for improvements to internal processes or tools
  • Possess a strong work ethic with high standards to provide exceptional client experience
  • Proactive problem-solver with an ability to execute at strategic and tactical levels
  • Innate desire to win and driven by outcomes to drive cross-functional collaboration to achieve company results

 

Additional Information

BONUS

  • Knowledge of the Commercial Real Estate industry
  • Salesforce.com System Administrator experience
  • Previous experience in a startup environment
 

COMPANY BENEFITS

  • Competitive base salary with company units
  • Full health benefits and an HSA option
  • Career development opportunities
  • Unlimited paid time off and paid holidays
  • Fun, collaborative and hard working environment
  • Open, dog friendly and eco-conscious office space in East Austin
  • Free parking
  • Casual attire
  • Free snacks and refreshments (beer and kombucha on tap)
  • Quarterly Town Hall off-sites
  • Team outings and volunteer events