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Customer Success Manager
Westford MA (hybrid)
Biscom is an enterprise software company located in Westford, MA, providing a secure file transfer platform for its clients. Biscom focuses on transforming the way companies share information by providing a fast, reliable, and secure document delivery solution. In 1986, Biscom introduced the world’s first network-based computer fax server. Today, the company has evolved from its humble beginnings into a leading secure communication and messaging platform that powers the most complex requirements in industries, including healthcare and financial services, where security and speed matters most. As part of a recent investment by ParkerGale Capital at the tail end of 2021, the company is preparing to undergo a period of transformation and growth in 2023 and beyond.
Why We Need You – The Mission
Reporting to our Director of Customer Success, Customer Success Managers are the engine that drives revenue by managing all satisfaction, retention, and revenue expansion activities with our existing customers. The Account Executive is responsible for day-to-day management of a defined book of accounts, including new customer onboarding, quarterly business reviews (QBR) and annual contract negotiations. The ideal candidate is an expert at developing relationships to understand customer needs, setting mutual action plans and delivering on project goals. He or she must have strong time management skills and work well under pressure in a fast-paced environment.
What You’ll Accomplish - Your Performance Objectives
Who We’re Looking For - The Personal Competencies That Matter
Customer-First Mindset: Make no mistake about it, this is a customer-facing role that will be responsible for a large percentage revenue base. You need to think like an expert. We’ll expect you to quickly ramp up and become a go-to resource.
Presentation, communication, and relationship-building skills: Introverted or extroverted, we can trust you to tell the Biscom story, understand our clients’ business and pain points, and create compelling matches between their needs and our products. You can quickly build rapport, trust, and credibility with new prospects
A Great Teammate: You know you can’t do it by yourself. You’ll be an important conduit for feedback from our customers, and you can show us that you can not only listen to that feedback, but proactively share it with the other leaders on our team so we can build better products and sell market them more effectively. You also lean in to help whenever you can – sales, marketing, product. You’re there to make the whole team better.
Accountable: You do what you say you will and aren’t afraid to own your mistakes. You take the lead but are willing to ask for help. You aren’t afraid to commit to deadlines and will go the extra mile to make sure you deliver on what you’ve signed up for.
How We Work – Our Core Values
Biscom is a team sport: Work ethic, cooperation and collaboration drive our success over individual contributions, siloed thinking, heroics or title.
Courage with kindness: We do the right thing even when it’s not easy, we are missing data, convenience or consensus. We hold each other accountable daily. We have difficult conversations timely and out in the open. While debating approaches, we will disagree without being disagreeable, committed to the team decision. While acting courageously, we will treat everyone with kindness and respect.
We don’t play business, we do business together. With customer success as our north star, we rally around pragmatism, incremental continuous delivery, accuracy and ingenuity to create scalable, and cost-effective solutions. Dogma, academic theory, buzzwords or precision will not distract us from running and scaling Biscom because of our collective wisdom, judgment and sense of humor will prevail.
Full Time
Software & Cloud Computing
$98k-134k (estimate)
02/01/2023
05/29/2023
biscom.com
WESTFORD, MA
50 - 100
1986
S K HO
$10M - $50M
Software & Cloud Computing
Biscom is a world leader in secure file sharing with solutions including the award-winning enterprise FAXCOM Server and FAXCOM Anywhere cloud fax solutions, Biscom Secure File Transfer, and Verosync, an enterprise-ready file synchronization and sharing solution. Founded in 1986, Biscom is the industrys recognized innovation and customer service leader and has provided many of the worlds largest companies with secure communications solutions.
The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.
If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Success Manager job description and responsibilities
Having a customer success manager overseeing the onboarding process helps with retention.
01/03/2022: Pueblo, CO
Customer success managers should have strong organization and presentation skills, but those things can be taught.
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They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.
02/13/2022: Everett, WA
Take time to understand what each customer needs and help customers take the shortest route possible.
01/23/2022: San Jose, CA
The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Success Manager jobs
Customer success managers are both salespeople and support professionals.
12/15/2021: Las Cruces, NM
During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products
01/02/2022: Longview, TX
A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.
02/21/2022: Pueblo, CO
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.
12/22/2021: Temple, TX
Customer Success Managers must be strong, natural advocates.
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Step 3: View the best colleges and universities for Customer Success Manager.