Customer Success Manager, FinQuery
$37.5-75k
40%-80% of total compensation
Financial intelligence platform
Be an early applicant
Financial intelligence platform
201-500 employees
Be an early applicant
$37.5-75k
40%-80% of total compensation
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 of customer success or account management experience in SaaS or software company
- 1-2 years owning renewals, upsell and expansion conversations and workflows
- Ability to collaborate and build strong relationships with customers, especially at the Executive level, and engage across corporate functions
- Effective organization and time management, with the ability to manage a diverse book of business
- Strong communication and interpersonal skills, proven ability to develop relationships internally and externally
- Ability to meet and exceed revenue targets
- Growing ability to ask probing questions on customer calls to learn more about customer book of business and potential expansion opportunities
- Working knowledge of G-Suite, Zendesk, Zoom Video, CRM tools (Salesforce, ChurnZero, etc), and data analytical platforms (FullStory, UserIQ, Ally, etc)
- Ability to handle negotiations during renewal discussions with the customer
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
- As the customers’ primary Point of Contact, own the entire customer partnership, maximize customer satisfaction, apply problem-solving skills, advise on product capabilities, drive advocacy and perform a broad array of other consultative activities
- Ensure positive net revenue retention (NRR) for assigned customer segments through targeted activities around onboarding, growth, and retention
- Consistently replies to customer outreach within 24 hours, providing regular updates until resolved
- Own customer renewal cycles end to end, successfully meeting necessary renewal timelines (renewal play), and following strategic methods to promote customer engagement prior to the renewal close date
- Independently maintaining proactive relationships in a consultative manner with growth accounts while leveraging usage data and analytics to manage commercial customers
- 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
- Build and maintain account plans, including organization mapping and opportunity whitespace
- Work with clients and in partnership with management to build Customer Success Plans, establish critical goals, desired business outcomes, or other key performance indicators, and aid the customer in achieving their goals
- Collaborate directly with the sales and implementation teams to ensure a smooth transition from the pre-sale stage to the post-sale customer success stage
- Monitor, analyze, and maintain customer health metrics, taking proactive steps in addressing opportunities and challenges that may arise. Maintain a cadence of communication with customers about their usage trends and company needs. Provide insights to customers to ensure that they get the most out of the platform
- Identify methods and opportunities within your book of business to expand customers’ use of the FinQuery platform and tools
- Represent the voice of the customer to inform product roadmaps. Specifically, consult with customers to identify perceived limitations of our current offerings and communicate this feedback to management and other teams, such as the product team or the implementation team, through established workflows
- Responsible for updating and utilizing the CRM (Customer Relationship Management) system with notes that are clear and highlight significant takeaways
- Work with the management team to raise critical client issues internally and mobilize resources to resolve issues
- 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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