RESPONSIBILITIES:
Kforce has a client located in Wexford, PA who is seeking a dynamic Customer Success Manager to fortify client relationships. The ideal candidate boasts 3+ years of experience in customer support or success within data/software industries, adept at first-level support, upselling, and cross-selling. A "can-do" attitude, coupled with stellar communication skills, is essential. Desired attributes include a customer-centric approach, steering toward satisfaction/retention, and a strategic mindset for revenue growth.Responsibilities:- First-Level Support Management: Provide swift resolutions to customer inquiries, technical issues, and product concerns
- Support Strategy Development: Craft and execute strategies enhancing customer support, incorporating best practices and tech innovations
- Drive Upsell/Cross-Sell: Identify avenues for expanding product/service offerings to existing clients, maximizing revenue potential and ROI
- Team Collaboration: Liaise with sales/marketing teams to align efforts with overarching goals, fueling revenue targets and customer retention
- Data Analysis: Leverage customer feedback and data insights to refine support operations and guide product development, reporting to the COO
- Operational Leadership: Provide guidance, fostering excellence, collaboration, and ongoing learning
REQUIREMENTS:
- Bachelor's degree in Business Administration, Computer Science, or related field
- 3+ years of experience in customer support or account management within data/software sectors
- Proficiency in first-level support, upselling, and cross-selling techniques
- Strong analytical skills, adept at interpreting customer data and market trends
- Excellent communication and collaboration skills
- Leadership acumen with a focus on customer success
- Results-driven, exceeding targets via customer retention/upsell/cross-sell
- Experience with support solutions (SalesForce, Zendesk, Intercom, etc.)
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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