Customer Success Manager

ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 300 individuals in the US, Canada, Philippines, and Ukraine.

ABOUT YOU:

Our Customer Success team is on a mission to help customers grow by delivering best-in-class services and support with the overarching goal of helping customers achieve their business goals. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Tribute clients to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

You will play a critical role in achieving Tribute’s revenue growth goals, ensuring we successfully retain and expand our existing customer base. You will have ownership over renewals of your accounts while also proactively identifying upsell and cross-sell opportunities by introducing new products and features that will drive additional value for our customers.

WHAT YOU'LL DO:

• Own the post-sale commercial relationship with customers; relentlessly looking for new ways to deliver value to our customers, using data to optimize services and providing world class support
• Be the voice of the customer within the Product Team to ensure current and future client requirements are met
• Perform customer health checks: monitor, manage and influence agreed success statistics for each client
• Work closely with cross functional teams in the development and execution of the account plan, with the objective to create genuine client value and maximize revenue potential
• Have a deep understanding of Tribute’s service offering and continuously find smarter solutions to client needs
• Coordinate the launch of new services, ensuring alignment between operations, product and marketing teams
• Identify and nurture opportunities to expand the commercial activities within an account
• Communicate effectively with colleagues regarding customer needs and with your manager to understand customer needs, maximize retention and growth, and communicate findings
• Facilitate interaction and workflow between project team members to ensure deliverables are on time
• Collaborate, problem-solve, and strategize upcoming client meetings with team members
• Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns
• Analyze trends in C-Sat/NPS scores to identify areas of improvement
• Collect and continually document customer experience and customer satisfaction to help facilitate customer case studies and references
  
  
  

WHAT YOU NEED:

• 2+ years of experience in driving successful solution-oriented client engagement, handling difficult internal and external business challenges, and delivering exceptional customer service resulting in high client retention
• Experience in managing projects with multiple stakeholders and systems, sometimes globally, and working within tight project and client timelines with resource constraints
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
• The ability to work in a high-energy, fast-paced environment, collaborating with other divisions to achieve strong results
• Relevant business experience in demonstrating a commercial mindset and an understanding of selling moments
• Relevant industry experience in working in a B2B setting and a familiarity with the typical challenges faced by clients
• Successful navigation of business processes, specifically sales and procurement
• A high degree of organization and proficiency in leveraging internal systems
• Successful navigation of business systems and processes to obtain high client advocacy and business results
• Excellent verbal and written communication skills
• Strong social and storytelling abilities
• A proficiency in technology, experience with Salesforce a plus
  
  
  

SOUND LIKE YOU?

• Are commercially minded, able to understand a client’s needs and able to shape and present smart solutions
• Have excellent analytical, communication and presentation skills
• Can establish strong relationships, and communicate effectively at all levels of an organization
• Are an independent and proactive self-starter; able to move fast and prioritize effectively
• Are driven, results-oriented, committed to excellent work product
• Thrive in a fast-paced, team-oriented environments with ambitious goals
  
  
  

TRAVEL:

• Rare; Meetings or trainings as needed
  
  
  

BENEFITS:

• Competitive salaries with potential commission
• Great benefits package (Retirement match, health, vision, dental, PTO, Paid Holidays. . .)
• An outstanding collaborative work environment (Offices available if onsite work is preferred)
• Fully Remote in North America - USA or Canada
  
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

We are not sponsoring visas for this role at this time.