CUSTOMER SUCCESS MANAGER (Supporting RecDesk) RecDesk, which provides a recreation software suite of products within the Parks & Recreation division of Clubessential Holdings, is actively seeking candidates to fill a Customer Success Manager position. The Customer Success Manager works directly with our recreation agency clients to provide onboarding/implementation of RecDesk Software and ongoing training as needed. They will be responsible for understanding and creating project requirements, developing solutions and training clients, giving them the ability to become their own subject matter expert. They will work closely with Sales Engineers, the Customer Care/Technical Support Team and Management to ensure that customer needs and requirements are met. The keys to success in this role will be confidence, timeline and project management, cross functional relationship management, setting of client expectations, task coordination and accountability, quality assurance and proactive communication to both internal teammates and external clients. Responsibilities and Duties:
- Work with the Sales Team Engineer involved to understand project scope, client requirements and implementation timeline.
- Anticipate and mitigate project risks and issues, confidently address all challenges, and escalate to appropriate parties when necessary.
- Conduct virtual Consultations and Onboarding Trainings and provide subject matter expertise that improve our client's business processes.
- Partner with the Customer Care/Technical Support team to enhance client management and client satisfaction.
- Be knowledgeable, or trainable in supporting software (CRM software, Project Management software, etc.)
- Record, Track and Manage projects through the CRM and Project Management tools with open/transparent communication with internal teammates and external clients.
- Appropriately set and manage client expectation of project tasks to ensure consistent client onboarding experience.
- Deliver extraordinary service resulting in every client becoming referenceable upon completing their implementation.
- Conduct continued client contact, regularly reaching out to ensure customer success and engagement.
- Continue to learn and maintain a solid understanding of our RecDesk Software
- Act as primary liaison between clients and RecDesk Management, Sales and Technical Teams.
Customer Care and Technical Support Assistance (as needed):
- Provide client support and technical assistance as needed (phone/email/ZenDesk)
- Follows all established processes, procedures and systems set up by management to facilitate general tech support
Qualifications
- Highly effective communication, time management and organization skills
- Proven track record of success in project management maintaining excellence across project portfolios
- Ability to work independently, and if needed remotely
- Proven ability to build and maintain customer relationships
- Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
- Excellent emotional intelligence and active listening skills
- Independent thinker and self-starter
- Excellent written and oral communication skills, ability to set expectations and communicate goals and objectives to customers and teammates.
- Ability to multitask in a fast-paced, growth environment
- Strong analytical and technical skills
- Ability to attend onsite trainings as needed
- Preferred - Recreation experience and/or recreation software experience
- Preferred - Four Year Degree
- Preferred - Experience with project management and software implementation methodologies
Vermont Systems/Clubessential Holdings is an equal opportunity employer dedicated to building a diverse and inclusive workplace. Our company thrives upon the mutual respect and understanding between its employees, and as such, all qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), gender, gender identity, sexual orientation, veteran status, physical or mental disability, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Clubessential Holdings maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflects the Company's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.