Enterprise Customer Success Manager

Sertifi is a leading technology company dedicated to helping businesses finalize business faster, providing a complete agreements platform for the Hospitality and Travel industry. Brands like Marriott, Topgolf, and AEG Worldwide trust Sertifi to efficiently and securely sign documents, exchange card authorizations, and complete payments with their customers. Sertifi's easy-to-use platform helps tens of thousands of businesses in more than 135 countries, with more than $5 billion in payment requests sent through the system annually. With decades of experience in Hospitality and Travel, Sertifi is building a network that gives guests and travelers across the globe a great experience from the start.

The Enterprise Customer Success Manager will be responsible for managing the post-sales experience for our new and established VIP enterprise customers, project management of implementation, training them using best practices, ensuring value realization, and developing long-term strategic relationships while delivering desired outcomes.

This position will report to our Manager, Enterprise Customer Success

Candidates must be based in the United States, in Chicago, or within a Sertifi approved state for remote work:

AZ, CO, FL, GA, IA, ID, IL, IN, MA, MD, ME, MI, MN, MO, NC, NH, NJ, OR, PA, TN, TX, VA, WI

Throughout the interview and onboarding process, Sertifi also reserves the right to conduct independent reference checks to verify past experience and performance in addition to our standard background check and onboarding procedures.

Total compensation for this role is subject to, and will be determined by skill, level of overall experience, past experience within SaaS or within the hospitality and travel industry, and through our interview process. Sertifi has a standardized budget for this role with a target range between $70k-75k base salary.

Challenges You'll Tackle:

• Act as the primary point of contact and advocate for our most strategic and high value customers
• Proactively own and manage a portfolio of accounts and become their trusted advisor by building strong relationships through scheduled business reviews and point in time communications
• Establish the post-sales relationship with new customers with the primary goal of driving Sertifi adoption across the portfolio
• Conduct customer intake calls, establish custom workflows, and deliver high-quality trainings to customers via web conferencing
• Work closely with the Implementation Team to complete new customer and new product onboarding projects
• Facilitate the transition of new clients from implementation to self-sufficiency using customer success software (ChurnZero) 
• Drive communication of troubleshooting, and proactively suggest solutions to customer concerns
• Create customer references, testimonials, and case studies
• Provide team feedback by effectively communicating customer needs and feature requests; work cross-functionally across various teams (Sales, Implementation, Product)
• Monitor, track, and report on analytics, status reports and KPIs for your portfolio customers
• Develop an in-depth knowledge of all Sertifi products and services; maintain product expertise across our platform
• Maintain customer needs, questions, and interactions in Salesforce; escalate challenges to the Support Team, and concerns internally to other appropriate teams
  
  

What You'll Need to Succeed:

• Bachelor's Degree or equivalent work experience
• 3 years Customer Success experience
• 2 years Hospitality experience
• Demonstrated success of exceeding customer satisfaction and retention targets
• Experience developing implementation plans and managing complex deployments
• Passionate about customer success and driving customer outcomes 
• Exceptional communication and presentation skills; able to interact with different audiences, from end users to C-level executives 
• Ability to summarize technical and complex topics to a specific target audience 
• Strong problem resolution and analytical skills
• Ability to project manage, multi-task, meet deadlines and prioritize projects
• Self-motivated and self-learner with the ability to work under minimal supervision
• Able to collaborate well with a team, but can also manage their workload independently 
  
  

Nice To Haves:

• Experience working in SaaS industry
• Experience with Salesforce.com and/or Delphi.fdc
• Experience with Adobe Acrobat Pro
• Experience with customer success software (i.e. ChurnZero)
  
  

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this Job, the employee is regularly required to sit; use hands to type, use computer, phone, cell phone and other office/home office equipment/technology. Must be able speak, see and hear. Must be able to remain in a stationary position for prolonged periods of time.

What’s in it for you:

You will work in a collaborative environment that welcomes new ideas and allows you to make an immediate impact on the team. Additionally, we offer great benefits such as: Competitive salary, Unlimited PTO, medical/dental/vision insurance, short-term and long-term disability insurance, 401k with 4% match, paid parental leave, life insurance, pre-tax Transit Benefit Program.

Sertifi is proud to be an Equal Opportunity Employer. Sertifi is committed to building a diverse team of talented individuals who bring different perspectives to the business and who feel a sense of inclusion and belonging when they join our team. All individuals seeking employment at Sertifi are considered without regards to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other basis forbidden under federal, state, or local law.

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