Senior Customer Success Manager, FinQuery
$71-125.8k
Salesforce
GSuite
Senior and Expert level
Remote from US
Financial intelligence platform
Open for applications
Financial intelligence platform
201-500 employees
FintechB2BArtificial IntelligenceBusiness IntelligenceSaaSData Analysis
Open for applications
$71-125.8k
Salesforce
GSuite
Senior and Expert level
Remote from US
201-500 employees
FintechB2BArtificial IntelligenceBusiness IntelligenceSaaSData Analysis
Company mission
To make lives easier by simplifying the complex with technology.
Role
Who you are
- 4-year degree or equivalent experience
- 5+ years of customer success or account management experience in SaaS or software company
- Experience in creating success plans and utilizing data to identify the health of a customer
- Strong written and verbal communication skills with a passion for delivering an excellent customer experience
- Strong organizational skills and excellent attention to detail
- Demonstrated ability to build and maintain relationships with customers
- Professional presence with the ability to listen to, understand, and present to customers
- Ability to understand customer’s business needs and how those connect back to product value
- Skilled in developing and implementing contract strategies to align with business objectives and owning negotiations during renewal discussions with the customer
- Ability to recognize upsell and expansion opportunities when speaking to customers Experience mentoring and training team members
- Advanced knowledge working in G-Suite, Salesforce, and/or Churnzero
What the job involves
- The Senior Customer Success Manager (CSM) role will own and deepen the client relationship with our top tier accounts, be responsible for retention metrics such as NRR of their portfolio, proactively advise our clients on FinQuery as an expert, and identify and execute on expansion opportunities
- During the customer onboarding process, you will build relationships with your assigned customers, remove roadblocks, and work with them on strategy as they complete their journey through implementation with Professional Services
- Post go-live, you will own the relationship with the customer during their tenure with FinQuery to ensure that they are using FinQuery products well, happily, and eagerly to expand the relationship, realizing tangible value from using FinQuery, growing their usage with FinQuery, and expanding our footprint
- Client Onboarding: Work with sales and implementation teams to ensure a smooth transition from the presale state to the post-sale customer success stage. Expectations include, but are not limited to, joining kick-off calls, keeping up to date with the progress of the implementation, and scheduling a graduation call
- Relationship Management: Develop and maintain customer relationships at multiple levels of the organization, building strong relationships with senior level executives throughout the customer lifecycle
- Proactive Communication and Documentation: Conduct regular proactive calls and account review meetings; utilizing CRM to maintain an accurate record of discussion and action items
- Customer Retention: Oversee health metrics such as NPS and churn scores, and take corrective action, when necessary, to mitigate churn risk as well as identifying and coaching team members on new methods of health monitoring and risk mitigation
- Revenue Growth: Assist management in developing and gaining adoption of revenue growth strategies, leading by example to ensure a positive net revenue retention across the team portfolio
- Expansion Opportunities: Identify methods and opportunities within your book of business to expand customer’s use of the FinQuery platform and tools
- Serve as a mentor within the team, sharing best practices in objection handling, negotiation, and revenue growth strategies
- Proven ability to manage and grow strategic customer relationships, ensuring retention and revenue expansion
- Expert in mapping customer KPIs to success strategies using Attentive’s product suite
- Contract Negotiation and Renewals: Own customer renewal cycles end to end, taking a streamlined and systemic approach for annual contract renewals with the aim of increasing revenue retention and expansion and mitigating revenue contraction while adhering to contractual and department requirements for initiating renewal discussions and ensuring all departmental guidelines for providing pricing and any other requirements are followed
- Build and maintain account plans, including organization mapping and opportunity whitespace
- Customer Outcomes: Work with the customer to build individualized Success Plans, establishing critical goals, desired business outcomes, or other key performance indicators and aid the customer in achieving long and short-term goals
- De-escalation: Manage customer complaints, and utilize internal resources where appropriate, to resolve issues as well as act as an additional escalation resource for CS team members
- Customer Feedback: Represent the voice of the customer to inform product roadmaps by collecting, analyzing, and disseminating customer feedback and product requirements to system improvements
- Data Analysis: Utilize customer data and metrics to make informed decisions and provide valuable insights at an executive level to positively influence key decision-makers
- Advocate Identification: Identify opportunities for customers to become advocates, such as testimonials and case studies
- Conduct all business in accordance with FinQuery policies and procedures
- All other duties as assigned
Our take
FinQuery, formerly known as LeaseQuery, is an intelligence platform that provides organizations with insights into what are often their largest areas of spend - leases, contracts and software subscriptions.
Through the platform, users can gain visibility into these areas of spend in one place, discover where their budget is going and make more informed strategic choices. Importantly, FinQuery is a collaborative platform meaning it connects multiple departments, reducing the need for time-consuming back-and-forth's.
Already, more than 36,000 professionals rely on FinQuery to make better business and financial decisions. The company has also raised an impressive amount of funding that will be used to accelerate product innovation and growth in order to stay at the front of the market.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Company benefits
- Comprehensive insurance
- 401k matching
- Flexible PTO
- Paid parental leave
- Learning and development program ($2K stipend)
- Cross-functional mentorship program
- Personalized success planning
- Flexible work from home options
- Relaxed dress code
- Diversity and inclusion initiatives
- Free lunch on Tuesdays & Thursdays
- Free gym access and wellness opportunities
- Lots of company swag
Company HQ
Perimeter Center, Sandy Springs, GA
Leadership
George Azih
(CEO)Worked in Accounting Research and Technical Accounting at Graphic Packaging International. Was also a Senior Auditor for Porter Keadle Moore and co-founded College Medium.
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