Senior Client Success Manager

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

Company Description

At Rethink, we build enterprise cloud technology to power and transform the biggest names in commercial real estate (CRE) industry. Rather than wait for success, our team embraces change to innovate and develop cutting-edge solutions to give CRE brokers enhanced efficiency in their day-to-day operations and better insight into their business performance. By enabling data-driven decisions, Rethink supports our customers as they help companies like Lululemon, Whole Foods, and Blackstone shape the world we live in. As we strive to achieve the greatest measure of success possible, we fail together, win together, and are rewarded together.

With our talented team and strategic partnership with Salesforce.com, our flagship product, Rethink CRM, has become the number one cloud-computing commercial real estate application built on the Salesforce.com platform. 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

As a Senior Client Success Manager at Rethink, you 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, ensure ROI, successfully drive adoption, retention and create high 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 your 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 - from onboarding, managing implementation projects, product training, health checks, and renewals.
  • Understand the motivation, business drivers, and desired business outcomes for your portfolio of strategic accounts (average 10-15)
  • 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
  • Provide a meaningful approach by guiding clients on how to achieve their business goals and maximize value from their investment in Rethink
  • 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
  • Identify opportunities for references and Client Success Stories
  • Partner with Sales for pre-sales questions and demos; share client stories
  • Contribute to the library of Client Success assets (CS Handbook) and thought leadership (methodology)
  • 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

Qualifications

  • College graduate with at least 2 years of experience in a client facing role (Client Success or Account Management) at a SaaS company
  • 2+ years of Salesforce.com experience
  • Proven track record of meeting and exceeding team and personal KPIs
  • Top-notch C-Suite engagement skills with an ability to establish strong relationships with business decision makers
  • High level of organization, and exceptional interpersonal skills
  • Never satisfied with ‘no’ for an answer and you recuperate quickly from difficult situations
  • Able to empathetically communicate client pain points to internal Rethink teams
  • Strong technical acumen; ability to learn technical products quickly and work effectively with both technical and non-technical teams
  • Thrive in a high-growth, fast paced environment and quickly adapt to changing demands
  • Able to maintain high standards despite competing priorities
  • Strong commitment to team environment dynamics with an ability to contribute expertise
  • Self-motivated and data driven decision maker with a strong focus on execution
  • Possess a strong work ethic, and highly detail oriented
  • Proactive problem-solver with an ability to execute at strategic and tactical levels
  • Ability to drive cross-functional collaboration to achieve company results 


Preferred Qualifications

  • Knowledge of the Commercial Real Estate industry is a plus
  • Knowledge of enterprise application software and/or CRM is preferred
  • Salesforce.com System Administrator experience preferred

Additional Information

Company Benefits

  • Competitive base salary with company units
  • Company health benefits coverage 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
  • Opportunity to be involved in employee advisory board to help guide direction of the company
  • Team outings and volunteer events

If this position sounds like you, and you want to join a team of bright individuals who love what they do, please fill out the survey, apply below, and please include your resume. 

https://www.cindexinc.com/users/ciims/processes/surveyInfo.php?USER_ID=45952&COMPANY_CODE=SQ1O0sNkl0&h2=1541705328

Applications without the survey and resume will not be considered.