Senior Customer Success Manager @ Findhelp

Salary Range: 98400 to 123000 (Currency: USD) (Pay period: per-year-salary)

We’re changing the way people connect to social care.

At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.

As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.

Your role will center around building lasting customer relationships, onboarding new customers, and growing customer accounts, our impact, and our company.

Responsibilities and Duties:

Proactively engage clients to drive product adoption and optimal product experiences
Develop & maintain relationships with key customer champions including Executive Sponsor, Project Manager and Technical Lead, to name a few
Manage client and project communications- be a leader driving the project plan and sharing best practices of how your customers can mobilize findhelp’s functionality
Track customer usage metrics and respond to any customer deployment or product issues
Create and deliver Executive Business Reviews on a quarterly cadence
Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
Manage escalations and expectations for both the client and internal personnel
Take ownership of the entire onboarding process for each client
Facilitate a smooth hand-over from sales to service
Create and manage the scope and timeline of rollout, alongside customer expectations
Train customer’s staff and relevant partners on how to use findhelp’s suite of tools
Create and share materials to support internal and external marketing
Advocate for the customer, champion their success, drive renewals and expansions
Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
Collaborating with the Customer Success team to build a thriving department and foster the overall success of findhelp and the people we serve
Advocating for the ongoing needs and goals of the customer internally - gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go

Qualifications:

Possess a strong desire to use your job and mind to make the world a better place for people in need
BS/BA degree or equivalent
7+ years experience in account management, customer success, project management, with a significant experience managing large enterprise accounts
Experience with technology and able to learn new technologies quickly; direct experience with SaaS application support requirements
Customer-focused, enthusiastic, positive, and service-oriented
Interest in organizational innovation, social enterprise, community organizations, and governmental groups
Ability to prioritize, multi-task, and perform effectively under pressure
Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
Ability to travel to some customer locations

We value being together

We believe being together enables stronger relationships, collaboration, and culture.

This position is in office and candidates must be located in Austin, Texas, Madison, Wisconsin, or Denver, Colorado

Perks at Findhelp

•401k & equity grants

•Free food and onsite gym at our Austin HQ

•Paid parental leave

•Competitive PTO & 10 paid holidays

•Comprehensive Medical, Dental, and Vision insurance with 100% company-paid coverage for employee only coverage

•Dog-friendly office in Austin HQ

•24/7 access to telemedicine and counseling

•Book Purchasing Program

We’re building a diverse, inclusive team

You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

Here are some of the ways we support our staff:

•Culture Committee

•Leadership Development Training

•Paid Volunteering Time

Senior Customer Success Manager

Findhelp

Compensation Overview

Responsibilities and Duties:

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