Customer Success Manager Customer Service

Customer Success Manager at PeopleKeep

Customer Success teams call for intelligent, resourceful, dynamic people to step up and work together to craft solutions for new and unforeseen problems. We’re looking to grow our customer success team by bringing on an individual who has just those qualities as well as a passion for serving others, an insatiable curiosity, and a thirst for learning – someone who is smart, fun, and knows how to get stuff done. If that sounds like you, then this is an opportunity you won’t want to pass up.

Who are we?

There are few things more important than health benefits; 2020 proved this true in more ways than one. PeopleKeep is a growing SaaS business that uses its industry-leading software automation solutions to help other small and mid-size businesses give their employees access to the high quality, affordable health care they and their families need. The flexibility PeopleKeep offers allows these businesses to do even more for their employees, making it easier for them to attract, hire, and retain great talent.

What will you do?

As a customer success manager, you’ll own a book of business, taking over the customer relationship post-sale and working cross-departmentally to create world class customer experiences, improve our service, and enhance our product(s). You’ll be responsible for onboarding customers to the PeopleKeep platform and building and managing relationships with key customer stakeholders to drive adoption of PeopleKeep, continually expand the product’s value, and increase retention.

You’ll have a loud voice at a small company, enabling you to lead the customer advocacy charge with data-driven insights. This position reports to the Customer Success Manager Team Lead. Some tasks you may do in a day include, but certainly aren’t limited to:

• Speak with new customers via phone and email to help them get onboarded, make changes to their benefit design, or gain a deeper understanding of regulatory compliance.
• Engage with NPS detractors to learn how we could improve our product or service
• Work with our support team to creatively solve customer question and take over conversations regarding detailed compliance questions or advanced benefit design concerns
• Identify at-risk customers and proactively engage them to bring more value to their small businesses
• Build strong relationships with our internal sales team to help bring on and retain good fit customers
• Help us succeed together! You’ll collaborate cross-departmentally to successfully develop marketing and customer support materials, improve sales processes, and drive product enhancements.
• Share themes and trends in customer feedback, supported by data, to cross-functional teams like product and design to influence our product roadmap
• Handle certain customer cancellations to save when possible or gain insight into what’s driving customers to leave our software platform. We always ensure the customer leaves on good terms.
• Meet or exceed KPIs including CSAT, customer onboard rate, and churn rate

What qualities are we looking for?

• You deeply wish to understand others – you ask exceptional questions and truly listen
• You strategically create opportunities to learn from others
• You’re a creative problem solver
• You can engage others and enjoy building relationships
• You’re proactive and take initiative while remaining collaborative
• You never settle and always seek for improvement in yourself and in your team
• You get things done, know how to prioritize, and can manage several different tasks with ease
• You can navigate complicated material or questions and easily communicate complex concepts with others
• You enjoy being a subject matter expert, but are humble and able to admit when you have a gap, which you proactively seek to fill
• You’re a fierce customer advocate and back up your insights with data analysis – you like both the “soft” and “hard” side of analysis
• You care deeply but remain calm and professional when under stress
• You are comfortable using multiple CRM tools, like Salesforce and Zendesk, to help get your work done

What do we offer?

• Remote work environment
• Health benefits
• 401K including company match
• Open PTO
• Stock options

Please submit your resume as well as a cover letter responding to the following questions:

1. Why do you think PeopleKeep is the place for you?

2. Tell us about a memorable customer experience you’ve created for someone else. Why does that stand out to you?

• Proven experience building strong B2B relationships with customers in a SaaS environment
• Excellent written and verbal communication skills
• Strong attention to detail
• Experience working in a regulated and compliance heavy industry
• Healthcare industry knowledge is a plus, but not required