Strategic Customer Success Manager
Vouched$120,000 - $120,000/year
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level
Full TimeJob Type
UnknownVisa
SaaS, TechnologyIndustries
Requirements
- 2-5 years in a customer-facing role, such as Customer Success Specialist, Account Manager, or Client Services Specialist, preferably in the software or SaaS industry
- Available to work onsite at Guatemala office (anticipated Jan/Feb 2025)
- Fluent in written and spoken English
- Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels
- Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
- Technically adept and able to grasp complex software concepts quickly
- Empathetic and customer-centric mindset, committed to driving customer success
- Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals
- Collaborative team player with the ability to work cross-functionally to achieve common objectives
Responsibilities
- Serve as the primary post-sales point of contact for a variety of small business customers
- Utilize in-depth product and industry knowledge to drive and increase adoption and utilization of Podium products
- Identify opportunities for upselling and cross-selling within existing accounts
- Proactively engage with customers during the renewal process to secure renewals and drive customer retention
- Develop a deep understanding of each customer's business objectives and industry challenges; regularly conduct check-ins to assess customer satisfaction, identify opportunities for improvement, and offer solutions to optimize their usage
- Act as the primary point of contact for customer inquiries, issues, and escalations; proactively anticipate and address potential challenges to ensure a seamless customer experience
- Develop strong relationships with customers and become a trusted advisor
- Act as a customer advocate within the company, relaying feedback to the product and engineering teams to drive continuous improvement
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What experience is required for the Customer Success Specialist role?
Candidates need 2-5 years in a customer-facing role such as Customer Success Specialist, Account Manager, or Client Services Specialist, preferably in the software or SaaS industry, along with fluent written and spoken English.
Is this position remote or onsite?
The role requires availability to work onsite at Podium's Guatemala office, anticipated to open in Jan/Feb 2025.
What are the key skills needed for this job?
Strong communication and interpersonal skills are essential, with the ability to build rapport and credibility with customers.
What is the company culture like at Podium?
Podium fosters a culture that thrives on hiring and developing exceptional talent, guided by operating principles that ensure they hire people who will thrive there.
What makes a strong candidate for this Customer Success Specialist position?
A strong candidate will have 2-5 years of customer-facing experience in SaaS, strong communication skills, fluency in English, and availability for onsite work in Guatemala starting Jan/Feb 2025, while resonating with Podium's mission and operating principles.
Podium
Streamlines local business communications and payments
About Podium
Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.
Lehi, UtahHeadquarters
2014Year Founded
$407.2MTotal Funding
SERIES_DCompany Stage
Enterprise Software, Fintech, AI & Machine LearningIndustries
1,001-5,000Employees
Benefits
Open and transparent culture
Remote first work setting for Engineering & Product
Great opportunities for career growth
401(k) with a competitive matching contribution plan
Unlimited vacation (yes, we want you to have a work-life balance)
Great medical, dental, vision benefits
Lots of Swag
Risks
Twilio's acquisition of Zipwhip may increase competition in business texting services.
Strategic shifts by new CMO Pauline Reader might not align with customer expectations.
Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.
Differentiation
Podium offers a unique messaging platform tailored for local business interactions.
The platform integrates seamlessly with various communication channels for unified customer experiences.
Podium's tools enable businesses to gather online reviews and enhance customer relationships.
Upsides
Podium's partnership with Bradford White enhances its reach in the contractor market.
The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.
Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.
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