Customer Success Manager, Firstbase
More information about location
Equipment management for remote workforces
Open for applications
Equipment management for remote workforces
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To facilitate efficient remote workforces through its remote hardware management platform.
Role
Who you are
- BA/BS degree or similar university level education; in lieu of degree, relevant skills or equivalent experience
- 2-5 years of customer relationship management experience, preferably in SaaS
- Track record of success in managing, retaining and growing revenue across a broad book of customer accounts
- Superior customer service and relationship skills
- Strong analytical and problem-solving skills
- Experience working with CRM and/or CS tools (e.g. Salesforce, Gainsight)
- Leadership in developing world class customer presentations/QBR leadership
- Ability to thrive in a fast-paced, dynamic environment
- Die hard drive to make customers successful
- Flexible to work with a distributed team across the US and Europe
- You’re an enthusiastic individual who is a self-starter, strong in execution and used to working in a remote working set up
- You are equally hands-on in technology and can comfortably self-learn to become an expert in the platform
- You’re motivated by the velocity and ambiguity of an early-stage startup, and you’re eager to contribute to help us constantly improve as we grow
- You are passionate about Firstbase’s mission and the future of work
What the job involves
- Our Customer Success team are responsible for managing and growing our largest customer accounts
- As a CSM you will act as an advocate for a portfolio of customer accounts and are committed to helping them achieve a high level of satisfaction of the Firstbase platform and service in overcoming their employee onboarding and offboarding challenges, and working closely to identify further untapped growth potential within our account base
- Client Onboarding : Work closely with our Onboarding Team to actively transition a customer into healthy adoption and consistent support process
- Establish consultative and trusted relationships with customers maintaining regular cadence of meetings and timely response to customer queries
- Ensure customer expectations are exceeded consistently
- Drive planning sessions to ensure customer is able to fully leverage Firstbase to meet their operational goals
- Own and drive renewal discussions and in partnership with our Account Executives drive upsell opportunities within Firstbase's existing customer base and your assigned customer portfolio to maximize retention rates
- Conduct quarterly business reviews with key customers to address key challenges and proactively plan upcoming events
- Elicit customer feedback on product to then act as internal advocate for our customers internally to help improve NPS
- Communicate regularly with the customer to evaluate satisfaction and escalate any areas of concern
- Develop best practices and process strategies that can be shared across the team
Our take
Remote and hybrid working has become the norm in recent years, and the benefits for both employers and employees mean that this trend is here to stay. One of the downsides for employers though is that they often need to provide physical equipment to their remote workers for them to do their jobs, which requires a level of procurement and equipment management that many companies lack the skills and expertise to manage effectively.
Firstbase exists to solve this issue, providing an equipment management platform for remote workforces which allows companies to automate hardware onboarding and offboarding, manage financing and track equipment locations within a single software suite. The company aims to simplify device management, streamline procurement and give employees access to the hardware they need.
Recently, the company was acquired by AppDirect, integrating Firstbase's IT asset management into its platform. Originally focused on startups, Firstbase is now expanding into larger companies and plans to grow internationally, with a focus on the UK, US, and Europe. This acquisition strengthens its ability to support the growing remote workforce, offering a unified solution for managing telecom, software, and IT assets through AppDirect's advisor network.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Mar 2022
$50m
SERIES B
Apr 2021
$13m
SERIES A
Total funding: $65.2m
Company HQ
Civic Center, New York, NY
Articles
Leadership
Chris Herd
(Founder & CEO)Previously worked as a Project Engineer and Operations Manager at ICE UK. They also worked at Aiken Grup as a Project Engineer.
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