Bothell, WA (Corporate)

Customer Success Manager

North America

Reports to: Manager, Customer Success

Position summary

As a Customer Success Manager (CSM), your key role will be to drive recurring revenue, ensure customer satisfaction and maximize customer retention.  This role focuses on ongoing relationship-building and proactive account management activities, promoting overall customer satisfaction, product adoption and renewals. With a focus on results you will strive for excellence in managing your daily actions with professionalism, integrity, passion, and accountability. This role requires professionals who thrives in a fast-pace role, building solid relationships while partnering closely with Sales, Services and other internal teams to build value for both Winshuttle customers and the company.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Meet or exceed support & maintenance contract set renewal sales targets.
  • Increase business outcome for Winshuttle customers, make them more efficient in our product usage and help accelerate their time to value.
  • Communicate over the phone with customers on a regular basis to maintain excellent relationships. Track account activity and proactively identify and respond to customer issues.
  • Effectively triage escalations and complaints from customers, and to drive appropriate resolution from Winshuttle to address customer.
  • Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed.
  • Identify potential upselling and cross-selling opportunities to hand-over to the sales teams.
  • Partner with Winshuttle Account Executives, Support, and Professional Services staff to identify opportunities for product add-ons in the form of selling additional licenses and training etc.
  • Educate client base on new and upcoming Winshuttle products to ensure their awareness and ongoing adoption of the platform.
  • Act as subject matter expert on all Winshuttle product offerings to enable high-level coaching on features to ensure customers are getting maximum product use or recommend additional training options.
  • Proactively identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Winshuttle products and services.
  • Able and willing to travel as the job requires, up to 10%.

Desired behaviors

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Acts with the customer in mind, meets commitments and strives for high performance.
  • Manages own workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Identifies areas for improvement in processes and/or procedures.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – good facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.

Knowledge

  • Managed enterprise accounts – worth $100K and above
  • Proven experience presenting to a broad range of clients, line managers to C-level executives
  • Web enterprise software experience in content management or customer relationship management
  • Technical acumen necessary to understand what Winshuttle products do, and the problem they’re solving. No direct experience required, but any/all prior experience with Winshuttle is a plus.
  • Solution selling knowledge a plus

Experience

  • 3+ years’ experience in a similar role in an account management, customer success, or support contract renewal position
  • Bachelor’s Degree
  • Proficiency with Microsoft Excel, Word, Outlook, and PowerPoint
  • Proficiency with Microsoft PowerBI a plus
  • Proficiency with Salesforce.com or comparable CRM systems

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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