Customer Success Manager, PandaDoc
$75-95k
OTE
Centralised document workflow automation
Job no longer available
Centralised document workflow automation
501-1000 employees
Job no longer available
$75-95k
OTE
501-1000 employees
Company mission
To deliver software that empowers sellers to easily connect and transact with their customers through dynamic personalized documents that build meaningful customer relationships and win more business.
Role
Who you are
- 3-5 years experience as a Customer Success or Account Management role, with SaaS product(s), including proven ability to smoothly onboard new customers and manage relationships on an ongoing basis
- You are highly organized and possess the ability to juggle multiple priorities
- You are a powerful communicator: Proficient in conveying ideas clearly and effectively through various channels to ensure smooth interactions with customers and internal teams
- You can demonstrate critical thinking and analytical skills: Capable of evaluating situations objectively, identifying potential issues, and devising strategic solutions to meet customer needs and enhance their experience
- You are an active listener: Skilled in attentively understanding customer concerns and feedback to provide personalized and effective support
- You can think strategically: Able to develop long-term plans and approaches to address customer needs and drive mutual success
- You work with accuracy and precision: Committed to delivering high-quality service with attention to detail and precision to meet customer expectations
- You have a growth mindset: Demonstrates openness to learning and adapting to new challenges, continually seeking opportunities for personal and professional development
- You are agile: Can quickly adapt to changing circumstances and navigate through dynamic environments to ensure customer satisfaction
- You take accountability: Take ownership of tasks and commitments, ensuring that promises made to customers are fulfilled promptly and effectively
- You demonstrate empathy: Shows genuine understanding and compassion towards customers' concerns, building trust and rapport to foster strong relationships
- You are great at problem-solving: Proficient in analyzing complex issues, identifying root causes, and implementing practical solutions to resolve customer challenges
- You take initiative: Proactive in taking the lead to address customer needs and explore innovative ways to enhance their experience and drive business growth
What the job involves
- Maintain strong business relationships and regular contact with your book of business
- Assist new and existing customers with onboarding activities, which may include paid services
- Drive adoption and usage of PandaDoc, increasing customer value, through ongoing engagement with customers and focused Success Plans
- Identify at-risk customers and help reduce churn and contraction by understanding where usage blockers are and coming up with solutions that work for the customer
- Proactively review key account metrics (such as license usage, documents sent, and other user activity) with clients and create goals for clients to hit AND create mutual plans for success
- Monitor tools and platforms for key data points that alert you to actions needed
- Onboard and train additional account users via demos and presentations, while also promoting the self-serve resources available
- Partner with Account Management on customer strategy, renewal activities, and uncover and inform them of expansion opportunities
- Partner with our Solution Engineers on more complex customer product needs
- Work with Customer Support, Sales, and Product to articulate and monitor customer requests and feedback through the appropriate channels
- Reactively address all customer inquiries that come in from your Book of Business and conduct needed follow-up actions
- Assist team members in answering questions or pointing them in the right direction
Our take
The management of formal documentation such as contracts has mostly migrated to digital formats in the last decade. However, existing software will generally have a single function, such as digital signing or storing a document, meaning companies must use various software packages for digital documentation processing.
PandaDoc provides integrated digital document automation software that allows users to manage their documents from the initial creation stages to the final archiving. The company believes that this unified approach will help companies save money from mistakes and improve workflows by allowing all elements of a document to be handled within the same platform.
PandaDoc provides its software in the form of API tools that can be directly integrated into a client's website. It currently provides services for companies such as Drift, SGS and TomTom.
Steph
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Aug 2020
$30m
SERIES B
Mar 2019
$10m
SERIES B
Total funding: $61.9m
Company benefits
- Competitive salary
- Health benefits
- Flexible schedule
- Company equity
- 401K plan
- Regular outings
- Career growth
- Commuter benefits
- Office trips
- Fun team
- Generous PTO
- Education benefits
Company HQ
Outer Richmond, San Francisco, CA
Leadership
Mikita Mikado
(CEO)Studied Computer Science at University of Hawaii, and Belarussian State University of Informatics & Radioelectronics. Was CEO of both Coding Staff, and of Quote Roller.
Sergey Barysiuk
(CTO)Studied Computer Science at Belarussian State University of Informatics & Radioelectronics. Was a Software Engineer at EPAM Systems. Worked at SaM Solutions for 3 years, promoted from Senior Software Developer to Trainer. Was Co-founder & CTO of Coding Staff.
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