Customer Success Manager
Company: Invoice Cloud
Location: Boston
Posted on: May 16, 2022
Job Description:
Job DescriptionBackgroundHave you ever been online trying to pay
a bill, and thought to yourself: "why are you making it so hard to
give you my money?" This is the problem we've solved for over 2,000
companies across multiple verticals – primarily utilities, local
government, insurance, and consumer finance organizations.
InvoiceCloud is a fintech solution leading the digital
transformation of legacy industries. Our mission is to bring the
Fortune payment experience (i.e. when you're online paying your
AMEX bill or going through the Amazon.com checkout process) to
organizations who seek to drive better customer engagement, lower
costs, and transform how they engage with their
customers.InvoiceCloud is part of EngageSmart, a vertical solutions
company raising the standard for the everyday, essential tasks and
services that are the building blocks for great customer
relationships. We believe that every time someone says "it
shouldn't be this hard," they are right.Mission Invoice Cloud is a
partner-first organization. We drive over 80% of our annual revenue
through partner channels that include revenue share and co-sell
models. What You'll Do:We are seeking an experienced Customer
Success Manager (CSM) to build a strong relationship with a select
group clients. You will be the advocate for your clients. Your
success is your client's success. As their CSM you will be
responsible for managing the day-to-day and ensuring your clients
are realizing the highest value from our platform. Your goal is to
create relationships that result in your ability in implement
programs that increase payment adoption, drive revenue growth, and
expand the client's awareness and utilization of Invoice Cloud's
full suite of services.CSM expectation:
- Build "trusted" relationships with your clients and delight
them at every turn
- Understand the key client health indicators and takes necessary
steps to minimize any potential churn
- Fully understand your clients (and contacts) and identify what
is needed to retain and grow them
- Develop a deep understand the Invoice Cloud solutions to have a
discussion with the client regarding current products and services
they use and share best practices
- Work with clients to implement programs that drive higher
payment adoption
- Be well versed on all Invoice Cloud products to be able to
up-sell services and generate customer success qualified leads that
result in new revenue
- Have a high-level understanding of how the technology for
assigned billers works. This allows the CSM to understand issues,
describe them and formulate a potential resolution with the
supporting Invoice Cloud departmentsOutcomes:First 30 days
- Complete New Hire Training and CSM training
- Gain an understanding of the IC solutions
- Gain an understanding of the IC internal systems such as
Salesforce, Jira, CRM, etc…
- Gain an understanding of the processes for the implementation
team, client services team, IT, sales, boarding and training
groups
- Review with management list of clients that will be
assigned.First 60 days
- Spend time with the internal IC teams to learn about our
products and processes
- Review past client interactions to understand what is happening
with your assigned book of business and understand how to manage
your clients moving forward
- Review (or create) the account plan for each assigned client to
ensure that there is a full knowledge/understanding of the current
relationship. This account plan includes but is not limited to
executive overview, products used, technical integration
description, list of outstanding issues, risks to the account, key
stakeholders and opportunities for growth.
- Introduce yourself to the list of assigned clients.First 90
days
- To create a success plan for assigned clients. The plan will
include: Introduction as the CSM, presentation of current list of
outstanding issues and proposal for resolution; plan for adoption
and new product grow to increase revenue.
- Establish a recurring touch-base meeting – (frequency based on
needs) to drive growth and review issues and resolution
progress.
- Identify the top clients that represent the largest opportunity
for adoption and revenue growth and work towards implementing an
ongoing adoption program with them.
- Create a cadence for proactive outreach with your clients to
add value and drive deeper engagement.First 180 Days
- A success plan exists for every assigned client.
- Every assigned client has a regular monthly check-in call
cadence.
- All the key contacts at your clients have been identified and
know who you are.
- Adoption programs are in place and you are identifying new
product expansion opportunities. Ongoing
- Maintain all documentation regarding client (in Salesforce) so
that their status is up to date and available so anyone can consult
the information at any time.
- Keep relevant IC teams informed of any issues/changes that may
impact the relationship with a client.
- The CSM must use excellent interpersonal relationships with
internal IT resources, Implementations Managers, sales team members
and other departments to help solve any issues related to
billers.
- Public Relations and a good reputation are critical for the
company's long term success. It is imperative for the CSM to
maintain a sense of urgency and manage customer communications so
that a client is never left wondering.
- The CSM must be ready at any time, to work with a client that
is identified at risk and attempt to save the account. Revenue
retention is critical.
- Proactive communication with clients is a must. Keeping clients
informed about new product enhancements/new product releases, best
practices & problem resolution. Travel
- Periodic travel to key accounts for meetings as required.
(After we emerge from Covid)
- Emergency/unplanned meetings will be discussed with CSMs and
the leadership team to determine the best person to attend. CSMs
who cannot attend emergency visits may join by phone. How you'll be
measured
- Retention rate – By client count and revenue
- Revenue growth: IC will use current year's growth plan to
compare forecast versus actual and determine the impact of the CSM
on it.
- Adoption growth: CSMs will use IC reports to determine changes
in adoption for items like Autopay, paperless, etc.,
- Add-on Services: To promote new products and generate customer
success qualified leads that are passed to sales.
- References: Increasing the clients that agree to serve as a
reference or participate in a case study.
- NPS Scores What we seek
- Strong relationship management experience with proven track
record of driving retention and growth, while delighting the
client
- Experience with Invoice Cloud's products and services, such as
payment processing, merchant services or electronic payments a huge
plus.
- Customer driven, results oriented, efficient, and willing to go
the extra mile.
- Outstanding verbal, written, presentation and interpersonal
skills are required with a great attention to detail
- Self-starter with a demonstrated ability to achieve
results
- Excellent time management, organizational and planning
skills
- Experience using standard MS Office tools and Salesforce
Invoice Cloud is an Equal Opportunity Employer. Invoice Cloud
provides equal employment opportunities to all employees and
applicants for employment and prohibits discrimination and
harassment of any type without regard to race, color, religion,
age, sex, national origin, disability status, genetics, protected
veteran status, sexual orientation, gender identity or expression,
or any other characteristic protected by federal, state or local
laws. This policy applies to all terms and conditions of
employment, including recruiting, hiring, placement, promotion,
termination, layoff, recall, transfer, leaves of absence,
compensation, and training. If you have a disability under the
Americans with Disabilities Act or similar law, or you require a
religious accommodation, and you wish to discuss potential
accommodations related to applying for employment at our company,
please contact jobs@engagesmart.com.About Invoice Cloud: Our
mission is to bring the Fortune 100 e-payment experience to
organizations who don't have the time/energy/resources to build it
themselves. The platform has been designed in a way that
consistently yields more online payments and paperless enrollments
-- driving the positive business outcomes our clients want. Invoice
Cloud's 25% YoY 'same store sales growth' is a testament to how
effective the service is. To all recruitment agencies: Invoice
Cloud does not accept agency resumes. Please do not forward resumes
to our job's alias, employees, or any other organization location.
Invoice Cloud is not responsible for any fees related to
unsolicited resumes.
Keywords: Invoice Cloud, Boston , Customer Success Manager, Executive , Boston, Massachusetts
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