What is > Customer Success Manager

Working within the Customer Success department, this individual will manage a portfolio of new and existing Red e App customers. This position is an integral part of Red e App’s long term relationship with its customers, and the efforts put forth by this individual will directly impact the value realized by the customer and the ultimate success of the relationship. In order to succeed in this team, this individual must have the passion and energy to work in an entrepreneurial and fast-paced environment. He/she must have the maturity, confidence, and experience to be able to work with multiple tiers of the customer’s organization and mature their use of the Red e App communications platform.  Ultimately this individual must be able to help the customer deliver on the value of the Red e App capabilities they have purchased.

Job Responsibilities:

    • Manage a portfolio of customers who are implementing Red e App.
    • Develop strong customer relationships that enable Red e App to become a trusted advisor for our customers’ executives as well as other tiers within the organization.
    • Consult with customers on their organizational design and ultimate use of the product.
    • Provide process and operational best practice guidance to the customer on their Red e App implementation.
    • Implement the automation of customer data uploads and conversion to groups and notifier assignments within Red e App.
    • Assess customers for possible upsell use cases.
    • Identify product gaps and feature requests.
    • Identify, organize, and track issues to conclusion.
    • Work with various Red e App departments to achieve the optimal outcome.
    • Work with Sales & Account Management teams to identify areas of solution expansion.

Skills:

      • Excellent organizational, analytical, and problem-solving skills.
      • Demonstrated ability to manage multiple, simultaneous, cross-functional work streams.
      • Demonstrated customer relationship and interpersonal skills.
      • Demonstrated training, consulting, and/or advisory skills.
      • Demonstrated skills coordinating customer issues through support and escalation processes.
      • Customer-focused attitude — a customer advocate always follows up.
      • Self-starter – proactive, identifies what needs to get done and gets it done.
      • Comfortable wearing multiple hats and roles as part of the startup experience.
      • Team player with solid communication and presentation skills.
    • Experience reviewing, analyzing, and summarizing data for consumption by other team members and customers is a plus.

Training Required:

      • 4-year degree or equivalent experience.
      • Startup Experience a plus.
    • Project management, customer service, technical account management, engagement management, system implementation or Systems Integration consulting experience a plus.

Location & Travel:

      • Ideal candidate is based in Louisville, KY or Charlotte, NC.
      • Willingness to travel; travel could be up to 15% depending on the location of customers.
    • Work or travel on a weekend is sometimes required to meet customer needs and to ensure successful revenue generation.

Benefits Include:

      • Flexible/remote work
      • Health (+more) insurance
      • Stock options
Interested in learning more? Submit your information today to be contacted about your future with Red e App.

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