Fast Facts

YM Careers is looking for a Senior Customer Success Manager to enhance client relationships, increase revenue through upselling, and ensure customer satisfaction in a hybrid work environment in Groton, CT.

Responsibilities: Develop and maintain strong relationships with mid-sized clients, promote software adoption, manage renewals, and ensure client satisfaction and retention.

Skills: Proficient in Office 365, Salesforce experience is a plus, excellent organizational and follow-up skills, ability to work independently and manage priorities.

Qualifications: Requires 2+ years of experience and a bachelor's degree; strong analytical, communication, and relationship-building skills are essential.

Location: Groton, CT, US, 2 days/week in office, during training 5 days/week in office

Compensation: Not provided by employer. Typical compensation ranges for this position are between $70,000 - $100,000.

Overview

We are seeking a Sr. Cutsomer Success Manager (Hybrid) to join our growing team with YM Careers in Groton, CT!

Note: This hybrid role requires 2 days/week in office, typically Mondays and Wednesdays. During the initial 1-2 month training period, you'll be expected to work in office 5 days/week.

YM CareersYM Careers is the industry’s most trusted career center platform for associations powering nearly 3,000 niche job boards that connect more than a million employers with tens of millions of association members and website users. Associations leverage the platform to provide a valuable member service, acquire and engage new members, and increase non-dues revenue. YM Careers is part of Community Brands, which offers an integrated set of solutions that help member-based organizations increase revenue, improve efficiency, and digitally engage members. Learn more at ymcareers.com. 

Responsibilities & Qualifications

Position Summary

Develops relationships with mid-sized clients in order to increase revenue. To empower customers to achieve their goals through smart utilization of our software, which in turn ensures loyalty and a high rate of retention and expansion. In addition to developing relationships with clients and becoming a trusted advisor, the CRM is responsible for upselling and contract renewals for a strategic segment of our customers. Must have a strong understanding of customers business objectives and the ability to identify and articulate how our solution supports achievement of the customers’ strategic business goals. Manages the customer experience across their segment of customers meeting agreed retention and usage targets. Pursues relationships with current accounts and seeks business expansion opportunities with current clients. Has detailed knowledge of products and services being offered and ensures that products and services consistently meet client needs. Performance measured by customer satisfaction and retention.

A Day in the Life

• Develop and maintain strong client relationship throughout the customer lifecycle
• Basic knowledge of platform system and tools
• Provide best practices to clients
• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly Lessons learned are identified and shared with the relevant teams
• Engage with customer to promote software adoption and onboarding strategies
• Provides renewal sales quotations and responds to requests for proposals
• Manage book of business
• Gaining exposure to some of the complex tasks within the job function
• 2 days per week in office

We are looking for someone who brings

· Experience:

• Requires 2+ years of related experience
• Requires a bachelor’s degree
• Must have excellent analytical and problem-solving skills
• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously

· Computer/Technical:

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
• Demonstrate ability to learn and understand basic office software applications
• Salesforce experience is a plus

· Other Skills:

• Excellent verbal and written communication, organization and follow up skills
• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
• Ability to work effectively within a fast-paced, deadline-driven environment
• Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally
• Strong client focus with exceptional collaborative and influencing skills

Total Rewards

About Us

Momentive Software amplifies the impact of over 30,000 purpose-driven organizations in over 30 countries. Mission–driven organizations and associations rely on the company’s cloud-based software and services to solve their most critical challenges: engage the people they serve, simplify operations, and grow revenue. Built with reliability at the core and strategically focused on events, careers, fundraising, financials, and operations, our solutions suite is bound by a common purpose to serve the organizations that make our communities a better place to live. Learn more at momentivesoftware.com

Why work here?

Good People, Doing Good Things: Employees at Momentive Software are techies and volunteers who strive to make the company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits
• 401(k) Savings Plan & Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the United States (without sponsorship), and to complete the required employment eligibility verification form upon hire.

#LI-REMOTE

#LI-JF1