Customer Success Manager, EverCommerce

• You establish rapport and build trust easily by learning to authentically speak the language of the customer
• You seek to offer true value by first understanding the customer’s goals and needs
• You set goals and measure the impact of your efforts by actively tracking your performance and finding ways to improve
• You confront problems head on and solve them through collaboration and critical thinking
• You are adept at building content and materials that will help our customers succeed, from articles to graphics to videos
• You are a lifelong learner, always on the lookout for books and articles, tools and resources to broaden your abilities
• You have experience working in an agile environment, where everyone rolls up their sleeves, works cross-functionally, thinks creatively, and moves quickly to achieve exceptional results and continued growth
• You are well versed in SaaS and FinTech, and excited to dive into the intricacies of how both are uniquely implemented at Joist to help our customers succeed

Desirable

• Under the guidance of the VP of Customer Success, you will work alongside your fellow CSMs with the backing of the entire Joist team to find uncommon solutions to a variety of complex problems
• Joist, a member of the EverPro suite of products, is an end-to-end vertical software platform for small & medium-sized trades contractors
• Calling and emailing customers
• Responding to inbound emails through Zendesk
• Setting up outbound campaigns in LeanPlum
• Tracking and reporting on campaign results
• A/V content design and creation
• Writing and publishing learning materials
• Collaborating with your fellow CSMs
• Coordinating with the Customer Support team
• Working closely with Marketing, Product, Design and Research teams