SysCloud offers IT administrators of cloud-native businesses a single pane of glass to back up SaaS data, perform eDiscovery, recover from ransomware attacks, and identify data compliance gaps. Working primarily in the EdTech space, the platform supports backups of critical SaaS applications such as Google Workspace, Microsoft 365, Salesforce, Slack, HubSpot, QuickBooks Online, and Box with plans to add support for dozens of other SaaS applications in the coming months.
Position Overview:
We are seeking a Customer Success Account Manager who will serve as a primary point of contact for our clients, ensuring they derive maximum value from our products and services. The ideal candidate will have a combination of customer experience and sales expertise to foster strong relationships, drive customer satisfaction, and identify growth opportunities within our existing customer base. Additionally, the candidate should possess strong problem-solving abilities, attention to detail, excellent communication skills, and be process oriented.
Key Responsibilities:
Customer Relationship Management: Build and maintain strong relationships with clients, acting as a trusted advisor and advocate for their needs.
Onboarding and Training: Guide new customers through the onboarding process, ensuring they understand how to effectively use our products and services.
Performance Monitoring: Regularly assess customer satisfaction and product usage, providing insights and recommendations for improvement.
Renewals and Upsells: Manage account renewals and collaborate with the sales team to identify opportunities for upselling additional products or expanding on current services.
Feedback Loop: Gather customer feedback and work closely with product and engineering teams to address concerns and enhance our offerings.
Reporting: Prepare regular reports on customer health metrics, renewal forecasts, and upsell opportunities.
Requirements:
Bachelor's degree in business or other related fields is a must.
Minimum of 1 year of experience in customer-facing roles.
Minimum of 1 year of experience in sales is preferred.
Proficiency in business analytics and experience with custom licensing solutions.
Strong familiarity with CRM platforms, particularly Salesforce and HubSpot.
Excellent communication skills with the ability to effectively communicate both good and bad news to customers.
Demonstrated problem-solving abilities and attention to detail.
Experience working in a SaaS company is preferred but not required.
Experience working in EdTech is preferred but not required.
Ability to manage a book of 200+ customers.
OTE: $75,000 - $80,000. The final compensation package will be determined based on your experience, qualifications, and location.