Client Success Manager

PerformLine

Morristown, NJ, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/09/2021
  • Website: performline.com
  • Company Address: 58 South Street, Morristown, NJ, 07960

About PerformLine

PerformLine is the leading SaaS platform delivering automated compliance solutions for enterprises looking to mitigate regulatory risk and ensure brand safety. Our platform empowers leaders with the intelligence, insights, and tools needed to mitigate risk across all consumer interaction channels including web, voice, chat email and social media.

Job Description

PerformLine is the leading RegTech company delivering automated compliance solutions for enterprises looking to mitigate regulatory risk and ensure brand safety. Our cloud-based platform empowers compliance functions with the intelligence, insights, and tools needed to mitigate risk across consumer interaction channels including web, voice, chat, email, and social. PerformLine provides our clients with significant time and costs savings by automating compliance activities across channels and departments

Come as you are. PerformLine is an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive and equitable experience for all.

MISSION

Our mission is to empower compliance leaders with the technology and knowledge to ensure their organization and partners provide transparent and accurate information to consumers across any channel.

WHAT YOU’LL DO

Own

  • Be the voice of the client
  • Address program questions and respond to product and feature change requests
  • Provide support and training of our PerformLine platform
  • Schedule, estimate, and provide status reports

Engage

  • Develop a fast rapport with customers to set clear expectations and maintain customer satisfaction and engagement
  • Maintain regular interactions with customers via phone, email, and often in person
  • Run Quarterly Business Reviews (QBR's) with assigned accounts

Retain

  • Analyze program performance metrics and make optimization recommendations to ensure compliance management objectives are met
  • Listen to calls from internal and external contact centers
  • Proactive reviews to catch errors and issues to ensure programs are running properly on an ongoing basis

Grow

  • Identify, work, and close up-sell and cross sell opportunities
  • Successfully forecast and manage renewals

WHO YOU ARE

  • College graduate with SaaS client support experience
  • Client-focused mindset
  • Sales experience
  • Strong understanding of SaaS account management strategies
  • Experience in scheduling, estimating, and providing status reports for client success
  • Confident in ability to learn new technologies quickly and completely
  • Organized, detail-oriented, and an expert at multi-tasking
  • Energetic, engaging personality
  • Self-motivated, team player who is comfortable in a fast-paced, start-up environment
  • Positive can-do attitude with the ability to thrive amidst ambiguity as needed
  • Default to thoughtful, humble, empathetic, respectful, and calm communication
  • Never creates drama and never operates with an adversarial attitude

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