CoreView is seeking an experienced and motivated customer success professional to join our growing Customer Experience team in the role of Customer Success Manager, serving our customers in North America. This position will be responsible for providing dedicated customer support for one or more large customers.
Founded in 2002, CoreView is an international corporation and our product, formerly known as 4ward365, is the number one SaaS-based unified management solution for Office 365, featuring extensive management, reporting, auditing and delegation capabilities. If an organization uses Office 365, they need CoreView.
Our Customer Success Managers (CSM) are expected to cultivate strong and productive relationship with our customers and to guide the customer’s journey with CoreView from initial on-boarding through to ongoing operations, using proactive engagement strategies and customer advocacy. A CoreView Customer Success Manager (CSM) is responsible for the following major job objectives.
Customer Satisfaction and Health
Monitor the health of customer relationships and predict and navigate customer challenges and offer solutions that drive the highest levels of customer satisfaction, retention, and additional enrichment opportunities. A CSM can be expected to provide direct support to a customer experiencing an issue and as may be needed, works with Support to help expediate the resolution of issues.
A CSM is the primary point of contact for new customer onboarding as they transition from purchase to implementation. CSMs are expected to contribute to a process of continual improvement to ensure that our customers can become effective and successful with CoreView in the shortest possible timeframe.
Customer Effectiveness (Training and Consultation)
You’ll build relationships with our customers and become a trusted advisor and the “go-to” person for best practices and advice. You’ll be an integral part of their success and bring value to every interaction. A CoreView CSM is expected to provide training and consultation to help CoreView customers maximize the benefit of our solution.
Customer Retention and Utilization
Drive accelerated adoption and usage of CoreView, leading to higher renewal rates and expansion. Partners closely with the sales team on the development of opportunities. Your job will also include providing guidance to the CoreView engineering team on prioritizing specific initiatives and features being developed that would help drive sales revenue.
We’re looking for a professional who can quickly absorb and retain product knowledge, proactively engage with customers through multiple communication channels and can operate with a minimum of direct supervision. CoreView staff are a close-knit and mutually supportive corporate family. The ideal candidate is highly motivated, collaborative, and outgoing with a strong bias towards client service and product support excellence and has experience with providing customer care for large customers.
We expect to staff this position out of the West Coast, specifically in the San Francisco Bay area. This position will require occasional travel to customer sites that is not expected to exceed 30% on average. Compensation for this position is consistent with industry standards and commensurate with a candidate’s knowledge, skills and experience.
Based on our company’s projected growth, this position may grow into a Customer Experience Manager, who is responsible for a customer success team dedicated to large customers.
Requirements and Desired Skills
- 4-year degree (BA/BS), or the equivalent work experience.
- Excellent people skills, with a demonstrated ability to build relationships, find customer pain points, perform networking and understanding customer use cases.
- Prior demonstrated experience as a Customer Success or Customer Experience Manager in SaaS based, or experience supporting and/or managing a diverse base of customers in a technologyoriented environment.
- Prior demonstrated experience in working with large and/or complex customers.
- Great communication skills – verbal and written, ability to communicate clearly and effectively
Where Can I Score Extra Credit?
- Experience with Office 365 sales as Microsoft team member of ISV partner.
- Knowledge of Microsoft infrastructure and cloud technologies and related service offerings.
- Experience with building training programs and/or curriculum.
- Experience in authoring blogs and/or instructional videos.
CoreView is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against based on gender, race/ethnicity, protected veteran status, disability, or other protected group status.