Job Description
Job Description
Job Description
Company Overview
PoliteMail Software was launched in 2006 to measure Microsoft Outlook & Exchange mail messages. Focusing in on enterprise employee communications in 2012, the company has seen rapid growth, making the Inc.5000 list in 2018 and 2019, having 27% of the largest US employers as customers. PoliteMail made the Deloitte Fast 500 list in 2019 and is Great Place to Work-Certified.
The company has an aggressive road map of new features, customer requests, and new product releases.
Location: New Hampshire, Maine and Massachusetts
Schedule: Monday - Friday 9:00AM - 6:00PM EST
Salary Range: $50,000.00 - $75,000.00 per year, depending on experience.
Job Summary You are a people person, who knows your way around Microsoft Office, and are good at figuring out software features and functions. If you have a passion for building customer relationships, and thrive in an agile, fast-moving, ever-changing startup environment, plus have excellent interpersonal skills, a sense of humor, and are a devout team player, then read on!
PoliteMail Customer Success Managers become the face of the company for the customer after the initial sale, and they play a vital role in building the customer relationship for the long term. You will be an expert in all things PoliteMail, learn the customers’ objectives, and becomes trusted advisors in the user of our products. You will be responsible for customer onboarding, training, and product feature assistance across the customer base. You’ll advocate for the customer and work closely with our Technical Support, Account and Product Managers to drive customer satisfaction, loyalty, retention and renewals.
Responsibilities and Duties - Serve as the Customer’s primary point of contact post-sale, beginning at onboarding and throughout the entire customer lifecycle, to either provide or connect customers with the information and resources they need to achieve their objectives
- Collaborate daily with the Implementation Team, Technical Support Engineers, Product and Account Managers to provide effective customer services and solutions
- Engage, nurture and build key account contacts from day one, and be their advocate in order to sustain a solid customer relationship
- Continuously improving the customer journey process, and help the customer define and achieve their objectives
- Help secure annual renewals though customer education of value received
- Monitor technical support escalations to ensure timely and effective resolutions
- Develop and implement customer action plan(s) as necessary in collaboration with Account Managers
- Proactively monitor account health and identify customers at risk for churn
- Continuously self-educate about PoliteMail’s new features, enhancements and products
- Other duties as assigned
Qualifications and Skills - 5+ years of professional experience (3+ years in a SaaS environment preferred)
- CRM experience
- Prior experience in SaaS Customer Success, Customer Support
- A proven track record of success building strong relationships with customers
- Motivated self-starter with a passion for working with customers
- Excellent verbal and written communication skills.
Preferred Skills - Intermediate knowledge of Microsoft Office Suite (Specifically Outlook) and O365
- Bachelor’s degree (or equivalent experience)
- Passionate self-starter with the ability to work independently, prioritize work, and coordinate multiple tasks.
- Ability to perform in a dynamic and fast-paced environment.
- Embraces and thrives in a culture of transparency, accountability, trust, and teamwork.
Benefits and Perks - Health, Dental and Vision Insurance
- Supplemental Short Term Disability Insurance
- 401k & Company Match
- Generous PTO & Company Holidays
- Quarterly Company events
Why Join Us? Work Hard, Play Hard: Work with a tight-knit, energetic team where your ideas matter.
Grow Together: As we grow, so will your career. We’re committed to developing our team members and promoting them from within.
Competitive Perks: In addition to salary, we offer a variety of benefits and perks to ensure you’re well taken care of.
Make an Impact: As part of a small but mighty team, you’ll have the chance to make a real difference and see the impact of your work firsthand.
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Job Tags
Holiday work, Temporary work, Monday to Friday,