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Quorum
Washington, DC, United States
Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campaig
Job Source: QuorumPerformYard
Arlington, VA, United States
Description: Are you looking to join an ambitious and fast growing software (SaaS) company to build a career in customer success? Do you want to get involved in technology but love supporting customers? If the answer is yes to the above, you may have found your dream job and we may have found our dream hire! PerformYard has developed a simple and e
Job Source: PerformYardDeltek
Herndon, VA, United States
Deltek is looking for a highly organized and people-oriented Customer Success Manager to join our ever-growing team. Our Customer Success Team is a key component in keeping our clients happy and engaged with our dynamic offerings. If you like challenges and want a departure from a humdrum working environment this may be the right career for you! De
Job Source: DeltekACAMS
Washington, DC, United States
Reporting to the Operations Manager, the Customer Success Manager is a member of the U.S. team with the responsibility to manage and deliver high priority client and internal projects (product development & translations, systems implementation etc.) to agreed scope, timelines and budget. We’re specifically looking for a customer success manager who
Job Source: ACAMSQuorum
Washington, DC, United States
Based in Washington, D.C., Quorum is a fast-growing software company and is the leading provider of workflow software and information services for government affairs professionals across the corporations, non-profits, associations, and governmental end-markets. Quorum allows users to manage stakeholder engagement, launch grassroots advocacy campai
Job Source: QuorumSev1Tech LLC
Washington, DC, United States
Sev1Tech is looking for a Customer Success Manager that leads the Customer Success Team, providing direction to Technical Delivery Managers (TDMs). TDMs are dedicated to specific OIT customer user organizations with the responsibility to delight the customers and provide a positive experience while engaging with the ECIS platform. The Customer Suc
Job Source: Sev1Tech LLCAmazon
Arlington, VA, United States
Job ID: 2676661 | Amazon.com Services LLC This role is located in one of our approved office locations in Arlington, VA. Want to own the tactical implementation of plans and projects that create an immediate impact on customers and businesses? As a Customer Success Manager with Home & Lifestyle-Amazon Vendor Services, you will work with Amazon’s
Job Source: AmazonEverDriven Technologies LLC
Washington, DC, United States
Job Description Job Description EverDriven is a rapidly growing, tech-enabled transportation management company, serving some of the most vulnerable children in our community. We exist to ensure that children with special needs receive safe, efficient, and cost- effective transportation to and from school. Our proprietary, best-in-class, tech
Job Source: EverDriven Technologies LLCHerndon, VA, United States
Description
FranConnect is the leading franchise and multi-unit management software provider. For 20 years, the FranConnect platform has served as the sales, operations, and marketing backbone for over 1500 brands worldwide. Nine of the Franchise Times Top 10 Fastest-Growing franchise businesses rely on FranConnect to drive growth, improve profitability, and streamline operational performance. FranConnect customers span all sizes, growth phases, and industries and they grow 44% faster on average than the broader franchising market. Backed by private-equity investor Serent Capital, FranConnect is headquartered in Herndon, Virginia, with global offices in Australia, India, Colombia and Canada. For more information on FranConnect, visit www.franconnect.com.
Overview Of Job Function
Are you passionate about Customer Success? Are you a professional with proven customer and technical acumen? Then come join FranConnect’s Customer Success team to help our customers maximize their utilization of our solutions by providing adoption best practices and optimization guidance to help them achieve their business goals!
As a Customer Success Manager, you play a pivotal role in ensuring the success and satisfaction of our valued clients. You will be responsible for developing strong relationships with key stakeholders, understanding their specific use cases and needs, and proactively guiding them to maximize the value they derive from our products and solutions.
In-office hybrid requirement - 3 days onsite at VA HQ office (Tuesday - Thursday; Monday/Friday remote)
Primary Duties & Responsibilities
Serve as the dedicated Customer Success Manager for your assigned book of business in the SMB market.
Be a product expert and provide key client stakeholders strategic and tactical guidance that drives product adoption, usage and value.
Lead regular optimization reviews aimed at improving a client’s utilization of their existing FC product mix.
Design & execute on success plans and coordinate efforts amongst cross-functional team.
Provide product education, enablement, thought leadership, and best practices to grow product usage.
Proactively identify account health risks and take appropriate actions to maximize revenue retention and mitigate churn.
Manage contract renewals, amendments, and renegotiations in collaboration with Account Management.
Identify upsell opportunities and partner with Account Management to drive account growth.
Partner with clients at all levels – end users, senior managers, C-Suite decisionmakers.
Be the voice of the customer to gather and provide product feedback to Product Management and Engineering teams.
Maintain an ongoing understanding of FranConnect products, the Franchising industry, and key market trends.
Requirements
Minimum Requirements:
Bachelor's degree: Business and Technical Degrees preferred.
Minimum of 3 years of client facing professional work experience, preferably in a SaaS/tech environment.
Minimum of 1 year of SMB Customer Success Manager experience supporting B2B/B2C SaaS applications.
Proven success in effective delivery of Customer Success strategies while driving retention and churn goals.
Strong problem-solving and analytical abilities, with a keen attention to detail and a commitment to delivering exceptional service.
Strong interpersonal skills while managing a variety of internal and external relationships.
Strong commitment to, and experience with, cross-functional partnership.
Strong project and time management skills with the ability to prioritize effectively.
Naturally curious with the ability to learn and adapt quickly with minimal support and guidance.
Clear communicator with exceptional written and verbal communication skills.
Strong ability to adapt to change.
Some travel may be required (conferences, client sites, etc.)
Preferred Requirements (but Not Required)
Experience in Franchising or with Franchise Management software.
Experience with ChurnZero and Salesforce.com.
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Email Alert for Customer Success Manager (SMB) jobs in Herndon, VA, United States
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