Customer Success Manager 3
Description
The Company
The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!
About the Opportunity
As a Customer Success Manager at Kantata, you’ll report to our Director of Customer Success and be responsible for creating a positive customer journey across a portfolio of Kantata customers in our US and International business units. By developing long-term relationships with each customer, you’ll directly influence an increase in adoption and drive advocacy. Our customer success team works with customers to demonstrate a deep functional understanding of our product features and benefits and advocate for how these will provide value to their business.
Goals and Responsibilities
This collaborative role will leverage your strengths across a spectrum of client accounts through the entire customer journey. You’ll be responsible for enhancing and improving the customer lifecycle, driving our key Success Pillars of Adoption and Relationships, and ensuring ongoing value is delivered throughout the clients’ relationship with Kantata. We anticipate managing a portfolio of 20-30 customers of varying sizes and complexity, advocating for them to drive adoption of Kantata and managing all continuous communication. The day-to-day also involves:
- Building strong rapport with Operational and Executive contacts and managing their relationships with Kantata through the entire client journey, from initial kickoff through contract renewal
- Becoming a Kantata expert through your initial onboarding and ongoing trainings and certifications
- Assessing each customer’s level of adoption across the application so that you can identify areas of improvement. Execute Success Plans to guide the customer in improving their adoption of Kantata
- Identifying signs of customer dissatisfaction and building action plans to minimize churn
- Coordinating with Kantata Executive Sponsors, where defined, so they are aware of issues and prepared for regular Strategic Business Reviews
- Encouraging customers to engage in advocacy activities such as providing references, writing reviews on external sites, speaking at conferences, and providing case studies
- Partnering with various Kantata stakeholders to support the customer journey through activities such as professional services,, expansions and renewals
What You Bring to this Role
Exceptional verbal communication and presentation skills are a backbone of your success - you’re able to understand your audience and speak to all levels of business users with fluency. You enjoy leading others through successful interactions and desired outcomes, and have a passion for customer success and consulting through the relationship. You have a technical inquisitiveness and have a familiarity with cloud-based technologies and SaaS platforms. Our newest Customer Success Manager will bring:
- Experience in customer success, account management, training, or customer support for 3+ years
- Sound judgment in business decisions and negotiation while demonstrating effective and professional customer service
- Someone who enjoys light technical solutions, engaging in consultative dialogue with clients
- A desire to do meaningful work alongside bright, engaged people within a collaborative team environment
- The ability to be flexible and adaptable to change in a fast-paced, start-up company environment
- A passion to shine and showcase your unique skill set for potential advancement and recognition
- A self-starting and highly motivating team player approach
- Ability to develop and manage relationships with longevity
- A high sense of operational excellence, disciplined working, and effective time management
- Knowledge of SalesForce.com Platform and CRM/PSA (preferred)
Compensation
The base salary range for this position is $75,000 - $90,000 and is eligible to participate in a company wide bonus plan.
Our Philosophy
We know every company can be successful when the right technology, and people, are at the core. We believe that we’re better together - that working hand-in-hand brings the best thoughts to the table and creates an environment of learning and growth. Here, you’ll enjoy:
- An intentionally engaging and collaborative culture - ditch the silo!
- Strong work-life balance that’s a true focus of the company
- The chance to learn from some of the best people in the business
- A vibrant, collaborative and devoted team, who still makes time for fun
At Kantata, we strive to create an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s unique strengths from all different walks of life. Our belief is that a team with diverse backgrounds helps create a more enjoyable work environment and, ultimately, a better experience for our users.
Kantata is an Equal Opportunity Employer.