客户成功经理
Customer Success Manager
客户成功经理
地点：远程（需居住在以下各州之一：AZ、CO、FL、GA、IL、MI、MN、NY、NC、TX、UT、VT）
资格要求：
- 3年以上客户成功、客户管理、销售或任何面向客户的职位经验。
- 1年以上使用CRM软件系统的经验，Salesforce优先。
- 在可扩展的客户成功环境中工作过，通过在客户旅程中的关键节点执行可扩展的方法，为大量客户提供最大影响。
- 具有学习新技术并有效教授他人的能力。
- 具备出色的沟通能力和销售敏锐度，能够理解客户的实际需求，帮助他们挖掘Melio平台对其独特业务的全部价值。
- 以分析和战略的方式推动客户的成功，不断迭代以提升整体客户体验。
- 热衷于引入新流程和规范，持续推动Melio客户旅程的发展。
- 喜欢与其他团队跨职能合作，参与各种内部和面向客户的项目。
- 具备优秀的时间管理能力，以及随着公司和岗位发展保持灵活的能力。
- 对与小型企业主交流并建立关系充满热情，帮助他们的业务通过Melio取得成功。
- 有超出直接职责范围承担额外责任的记录，表现出天然的好奇心。
加分项：
- 在客户管理或客户成功岗位上与小型企业合作的经验。
- 在SaaS环境和/或金融科技领域的工作经验。
日常工作及你将产生的影响：
- 负责所有与客户参与和留存相关的战略行动。
- 通过有意义的互动和全面的参与，与客户建立动态关系，深入了解他们的业务需求，以推动留存。
- 引导客户完成早期采用阶段，并主动引导他们度过生命周期各个阶段，教授最佳实践，消除障碍，加快价值实现时间。
- 持续评估客户健康信号和反馈，识别流失风险和增长路径，贯穿整个客户生命周期。
- 执行经过验证的销售方法，指导战略性客户对话，深入挖掘客户需求，并影响结果。
查看英文原文
Customer Success ManagerLocation:Remote(required to live in one of the following states: AZ, CO, FL, GA, IL, MI, MN, NY, NC, TX, UT,VT)
Qualifications:
- 3+ years of experience in Customer Success, Account Management, Sales, or any client facing role.
- 1+ years experience utilizing a CRM software system, Salesforce preferred.
- Experience in a scaled customer success environment, maximizing impact for a large range of clients through scalable motions executed at key moments in a customer’s journey.
- Proven ability to adopt new technologies and teach others effectively.
- Strong communication and sales acumen, with the ability to understand the true needs of the customer, helping them tap into the full value of Melio’s platform for their unique business.
- Takes an analytical, strategic approach to our customers’ success, constantly iterating to improve the whole customer experience.
- Excited to bring new processes and procedures to continue to develop the customer journey at Melio.
- Enjoys working cross-functionally with other teams across the organization on a diverse range of internal and customer-facing initiatives.
- Excellent time-management skills, as well as the ability to remain flexible as the company and role evolves.
- Passionate about speaking with and building relationships with small business owners, helping their businesses succeed with Melio.
- Has a track record of taking on additional responsibilities outside of their direct scope, showing a natural curiosity.
Bonus Points:
- Experience working with small businesses in an account management or customer success capacity.
- Prior experience working in a SaaS environment and/or in the financial technology space
A day in the life and how you’ll make an impact:
- Own all strategic actions associated with customer engagement and retention efforts.
- Build dynamic relationships with your customers through meaningful interactions and comprehensive engagements, developing a deep understanding of their business needs to drive retention.
- Lead customers through early adoption and proactively shepherded them through lifecycle stages, educating on best practices, removing friction, and accelerating time-to-value.
- Continuously evaluate customer health signals and feedback to surface churn risks and growth pathways across the customer lifecycle.
- Execute proven sales methodologies to guide strategic customer conversations, deepen discovery, and influence outcomes for the customer and the business.
- Share ownership of “one-to-many” motions (e.g. webinars), when required, to support customer education at scale
- Work collaboratively alongside relevant Melio departments to ensure the voice of the customer is constantly elevated in a digestible, actionable format, and that the customer is receiving the utmost support and satisfaction.
- Proactively evaluate best practices when it comes to processes and procedures within the Customer Success role; suggest changes or enhancements to existing procedures to ensure the team’s motions are aligned with the goals of customers and the business.
- Leverage internal tools, such as Salesforce,Tableau, Outreach, and Gong to ensure effective communication and impact assessment.
About the team:
As a Customer Success Manager, you will manage Melio’s most valuable customers, overseeing the strategic growth and retention of top-tier accounts. You will act as a consultant at key milestones to ensure long-term success, drive deeper platform usage, and identify new avenues for expansion. Additionally, you will regularly surface customer feedback to internal stakeholders, including leadership, Product, Voice of the Customer, and Strategy teams to continue to enhance the platform. You will own the consolidation of this feedback as well as the packaging and presentation of the insights.
About Melio USA:
- Competitive compensation packages: We strive to make each and every employee feel valued and appreciated.
- The annual base salary range for this position is $70,000 - $85,000 with an with an additional bonus component
- Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
- 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
- Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
- Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
- Food perks: Enjoy a weekly Seamless stipend
- Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities.
Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.
Melio's diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one's identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member's responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!). This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Originally posted on Himalayas