Customer Success Manager - Commercial

Description

Vector Solutions is a leading software company delivering an AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

Vector Solutions is seeking a Customer Success Manager who will be responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Customer Success Managers oversee a sizable book of business focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities.

Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes. This is a hybrid position requiring employees to work from either our Tampa, FL or Cincinnati, OH office.

What You'll Do

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.

• Serve as the primary contact for administrators in your book of business.

• Conduct regular business reviews to achieve success against customer goals.

• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.

• Identify and escalate major product issues, client concerns, and retention risks.

• Host best practices webinars and office hours on a rotating schedule.

• Participate in the User Acceptance Testing as requested by senior leadership.

• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.

• Contribute to team projects as directed by leadership.

• Serve as a point of escalation for customer support issues.

• Thoroughly understand your product, including independently providing demonstrations to customers.

• Identify, document, and resolve issues that occur including assisting junior team members with problem solving.

• Assisting senior team members.

• Other duties as assigned.

What We're Looking For:

• Ability to perform in a self-managed environment.

• Excellent interpersonal skills needed to develop strong business relationships with clients.

• Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software.

• Confidence in presenting new ideas to clients and high-level executives.

• Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly.

• Excellent communication skills verbally and written in addition to presentation skills.

• Strong work ethic and ability to work independently with minimal supervision.

• Excellent organizational skills.

• Ability to adapt to new conditions, assignments, and deadlines.

• Excellent time management, goal setting and prioritization capability.

• Thrives working in a fast-paced, team environment.

• Ability to travel up to 10%

• Bachelor’s degree in a related field preferred.

• 3-5 years’ experience in a customer-facing, service-oriented position focusing on relationship management.

• Proven expertise in customer renewal strategies with a strong track record of driving retention and fostering long-term relationships

What You Can Expect From Us:

• Friendly, open, and casual work environment

• Comprehensive benefits package effective the first of the month after hire

• Matching 401(k) retirement plan

• Healthy work-life balance with flexible work arrangements and generous time off

• Generous referral incentive program

• Tuition Reimbursement Program

• Pet Insurance

• OnePass Gym/Wellness Discount Program

• Calm Health-Employee Membership

• Company social events

• Employee Resource Groups

• Philanthropic opportunities

What We Value:

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington. #LI-HL1