What are the responsibilities and job description for the Customer Success Manager position at Concord?
Concord (noun) con·cord | a state of agreement; harmony
Concord empowers growing businesses to make smarter operational decisions by unlocking actionable data from all their contracts, using Agreement Intelligence. Trusted by more than 1,500 companies and 1 million users worldwide, Concord enables anyone to swiftly sign agreements and access crucial business data.
Agreement Intelligence is the next evolution beyond contract lifecycle management (CLM), which has been the fastest growing software industry for the past five years. With 95% of the world’s companies still managing their agreements manually, analysts predict that CLM will soon become the 3rd largest software industry behind ERP and CRM.
Concord is a product-centric and customer-first company with offices in the USA and France. Through its product and company culture, Concord incorporates the values Purpose, Humility, and Integrity in everything.
About the Role
Reporting to our VP of Revenue, you will contribute to an excellent customer experience by providing end-to-end management of the customer accounts assigned to you. You will perform onboardings, answer support tickets, provide quarterly reviews and trainings, and reportings.
- A work environment where hard work and high quality are rewarded ;
- An agile organization where you can quickly act and have an impact ;
- Transparency: once you're part of the team, you'll know all about it (strategy, HR, Product and business updates) ;
- An atmosphere with good spirit, kindness and mutual aid.
- Provide outstanding account management to current client base by employing use of multi-user communication, quarterly reviews, training, periodic face-to-face conferencing, and swift issue resolution
- Expand on current accounts and identify possible growth opportunities
- Engage in onboardings for new customers, answering questions and providing training workshops as necessary
- Enlist use of ticketing system, to organize and efficiently answer customer issues and questions in an expeditious manner
- Employ use of standard reporting on KPI’s and customer health to leadership on a weekly basis
- Collecting and relaying any relative feedback from the customers to the correct teams
- Understanding and leveraging AI tools to enhance customer success efforts
- Actively participate in the respect of all the practices and security policies of the company.
- Minimum of 4 years in a customer-facing, customer success field, or similar
- Experience on a SaaS product is a strong plus
- Strong communication skills
- Ability to collaborate with colleagues on various projects
- Excellent technical and computer knowledge
- Great organizational and time management skills
- Openness to learning and integrating new AI technologies to improve efficiency
- Local to Austin TX, this position is in-office
