Customer Success Manager - Partner Team

Keap

Chandler, AZ, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/04/2021
  • Website: keap.com
  • Company Address: , Chandler, AZ

About Keap

Keap is on a mission to simplify growth for millions of small businesses. For 15 years, Keap has been helping small businesses get organized so they can deliver great service and close more business. Today the pioneer of CRM and marketing automation software for small business serves more than 200,000 users globally with its Infusionsoft and Keap products. Keap is headquartered in Chandler, Arizona.

Job Description

Our Customer Success Managers - Partners are critical to maintaining the relationship with our Partners ... they serve in finding customized solutions that best fits the needs of each Partner. 

The Work:

Partner/Customer Retention

  • Drive on value-added conversations with Partners and Partner customers requesting to cancel, bring them back to why they certified/purchased, and deliver on their needs to get them to value.
  • Apply discretion regarding when to engage with RPMs around Partner/Partner customer escalations.
  • Maintain standards of excellence regarding C&R and billing reductions and outsourced retention projects as saves tactics.

 Partner Success

  • Support the Regional Partner Managers (RPMs) and Partners to facilitate successful partnerships as measured by sales results, NPS, customer churn, engagement length and health/usage.
  • Operate as a point of contact for Partner Program support and partner-specific product support (Partner Portal, Partner Edition, Marketplace, etc) solving when possible, or otherwise engaging with enabling Partner teams.
  • Participate in collaborative initiatives with other team/departments to drive Partner growth and customer success

Customer Success

  • Review and assess business goals and monitor progress and offer recommendations based on results.
  • Ensure the highest customer satisfaction and return on their investment in our product while enhancing their experience.
  • Define business objectives for the customer and develop a strategic direction for success.

    Preferred Education and Experience:
  • 2+ years of account management, sales and marketing experience OR small business coaching experience
  • Ability to demonstrate strong business insights
  • CSM experience with a large client load or book of business highly preferred
  • Project management experience a plus
  • Knowledge of CRM technologies and methodologies
  • Prior experience working with small businesses or have a small business background a plus

About Keap:  In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of liberating and empowering entrepreneurs worldwide.

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.