Associate Client Success Manager - Charlotte

As a member of the Client Success team, the Client Success Manager will partner with our Tier 1 customers to help them maximize their investment in MapAnything's products.

Skills required for this role will include a blend of MapAnything product knowledge (which we'll teach you!) and SalesForce product knowledge. Our CSMs are our customer champions, responsible for ensuring that our customers get to the right people within our organization, and that they ultimately have their questions answered, issues resolved and needs addressed.

Key performance indicators for success in this role include customer retention, NPS, and identification of additional sales opportunities for our sales team.

Responsibilities:

  • Serve as the customer’s primary point of contact via both phone and email for questions about product usage, functionality, and best practices

  • Own customer requests from start to finish by running virtual trainings and recommending solutions based on their business needs

  • Utilize CRM system to log and track all communications related to customer inquiries

  • Utilize a combination of support tools, such as how-to articles, training videos, and regular webinars to support a large number of small business customers

  • Follow up with customers strategically, based on survey responses, case creation, or customer lifecycle events

  • Become an expert in all MapAnything applications, as well as salesforce.com, in order to be able to train and coach customers to be product experts

Qualifications:

  • Bachelor’s Degree or equivalent experience in Computer Science, Information Systems, Information Technology or related field

  • 1 year minimum experience in a business-to-business (B2B) environment in customer success, account management, or cloud software support

  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption

  • A penchant for thinking outside the box to resolve complex and technical issues

  • Agile thinker with the ability to adapt in unexpected circumstances

  • Strong interpersonal skills and experience building strong relationships

  • Diplomacy, tact, and poise under pressure when working through customer issues

  • Knowledge and experience working with salesforce.com (preferred)

 

Please email your resume to careers@mapanything.com

MapAnything, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, sexual orientation, appearance, national origin, age, disability, genetic information, carrier status, marital status, veteran status, or any other protected status in accordance with applicable federal, state and local laws.