What are the responsibilities and job description for the Customer Success Manager (Remote) position at ACS Technologies?
Since 1978, ACS Technologies (“ACST”) has served the faith-based community, building software to help ministries lead with less stress and more accuracy. ACST enables churches to handle every vital area of their ministry from finances to relationships. We're now the leader in the industry but we've got more work to do, and we need the right talent on board to help with our mission of serving churches with tomorrow's technology.
The Customer Success Manager, or as ACST refers to them, the Ministry Success Manager (MSAM) provides strategic and proactive account management, monitors, and fosters an excellent customer experience. The MSAM also assists in developing processes and practices to ensure ACST’s ability to ensure the success of our customers at scale. The MSAM develops customer relationships that promote retention and loyalty. The MSAM works closely with customers to ensure they are satisfied and to realize the full value of our products. The MSAM also works across departments (internally) as the voice of the customer to identify and improve areas of dissatisfaction.
What You’ll Do:
Proactive phone outreach to existing customers in your account list (Book of Business).
Identify cross and upsell opportunities for the sales team while maintaining the trusted advisor relationship with customers.
Document sales leads and opportunities to engage sales process for demos or purchase of add on products.
Perform Account Management responsibilities for a large number of accounts in your BoB.
Proactively works to help customers realize increasing value in their solutions and continually use them deeper, smarter, and more effectively.
Relentlessly improves client retention for ACST through developing and growing personal, business, and ministry relationships with customers.
Provides a world-class customer experience and helps drive ongoing engagement strategies and dependencies on our product and services.
Serves as the voice of the customer internally, promoting continual improvement.
Drives customer satisfaction to support renewals.
Reports and improves key Ministry Success team metrics, company-wide.
Coordinates with internal stakeholders in supporting customer needs.
Helps cultivate customers as references and case studies and partners with other teams to continually improve their customer experience.
Recommends Ministry Success strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
What We’re Looking For:
A high school diploma with at least 6 years of experience helping varying sizes and types of clients become successful.
Experience using Customer Success platforms, such as Totango, Churn Zero and GainSight.
Experience working in a SaaS environment.
Experience working in ACST’s legacy solutions is a plus.
Demonstrated experience and comfort with proactive customer outreach (via phone or web meetings) to engage with existing customers. This is a focus of the position.
Ability to assess customer status, needs, and develop a Success Plan in order for ministry partner to realize full value in ACST products and services.
Demonstrated experience leading client relationships and building relationships across the company.
An understanding of metrics: know what drives the customer’s business and how it affects ACST.
An understanding of specific, assigned denomination(s) and vocabulary used within that denomination(s).
Demonstrated experience working across teams including Sales, Support, R&D, Operations, and Marketing.
Demonstrated internal motivation with the ability to lead without direct authority with an interest in advancing the ministry, business and helping others reach their goals.
Demonstrated strategic thinking and problem-solving while keeping the customer first.
Why You Want to Work Here:
Outstanding benefits package, including 6% 401(k) match
Free Wellness Clinic staffed by a Nurse Practitioner
A caring, friendly work environment
The opportunity to positively impact ministries
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.