Customer Success Manager, FinQuery
Financial intelligence platform
Open for applications
Financial intelligence platform
201-500 employees
Open for applications
201-500 employees
Company mission
To make lives easier by simplifying the complex with technology.
Role
Who you are
- The Customer Success Manager I has strong verbal and written communication skills with the ability to lead customer meetings and host webinars
- 4-year degree or equivalent experience
- 1-2 years customer success or account management experience in SaaS or software company
- Good communication skills, both written and verbal
- Must have strong organizational skills and be detail oriented
- Demonstrated ability to build and maintain relationships with customers
- Strong analytical and goal oriented mindset
- Emerging ability to recognize upsell and expansion opportunities when speaking to customers
- Exposure to contract negotiations and renewal discussions with customers
- Experience working in G-Suite, Salesforce, and/or Churnzero
What the job involves
- As a Customer Success Manager I, you will fill the critical role of serving as the face of FinQuery with respect to your assigned customers, maintaining long-term relationships by providing excellent customer service, and consultative support.
- You’ll be driving growth within the customer base by negotiating / renewing existing client contracts and identifying customers’ needs for additional products and services.
- In this role you will promote adoption, engagement and advocacy, enhancing FinQuery’s reputation and brand recognition.
- By learning how to understand your customers’ needs, you will be able to work with other teams cross functionally regarding your customers’ needs to meaningfully contribute to the development of FinQuery’s product roadmap.
- 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, acting as the primary point of contact 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: Monitor health metrics such as NPS and churn scores, and work with leadership to develop a customer improvement plan to mitigate churn risk
- Revenue Growth: Utilize internal resources to help identify upsell and cross sell opportunities to increase customer usage and product adoption, ensuring positive net revenue retention (NRR)
- Contract Negotiation and Renewals: Own customer renewal cycles end to end, working directly with internal stakeholders, to ensure customer satisfaction during the renewal process 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
- Customer Outcomes: Work with management to build Customer 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: Work with management team to raise critical client issues internally and mobilize resources to resolve issues with a sense of urgency and in a timely manner
- 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 actionable insights back to the customer
- 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
Insights
Few candidates hear
back within 2 weeks
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 values
- Integrity
- Teamwork
- Empathy
- Passion
- Sense of Urgency
- Customer Commitment
- Accountability
Company HQ
Perimeter Center, Sandy Springs, GA
Articles
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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