Customer Success Manager

Vantaca - Wilmington, NC

Full-time - Mid Level

Wilmington, NC

Educational Services

About the position

Vantaca's vision is big. We are the leading community management performance software that enables owners and operators, community management teams, and boards and associations to improve business performance. We have over 5 million homeowners on our software and we're growing fast but responsibly. More than just accounting and management software, Vantaca is business operating software that helps increase revenue, efficiency, flexibility, and control via a modern cloud architecture with a single-platform design that adapts to 100% of business processes, has proactive reporting, and can integrate with the software and banking partners of choice. Vantaca is focused exclusively on community management and is the trusted and proven technology leader in the community association management industry. We are a winning team that believes in working together to make big ideas happen. We are a collaborative and visionary group that holds ourselves accountable for our results. Our ability to be nurturing and agile allows us to adapt to change and support each other through any challenges that come our way. We are customer-centric, meaning that we put our customers' needs and preferences at the heart of our work. We are authentic game changers that are building something cool and people like it here. As a Customer Success Manager (CSM), you ensure that Vantaca is aligned with our customer's business goals and Key Performance Indicators during the entire customer journey. The objective of the Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform. You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers' needs and whether there are areas for possible improvement.

Responsibilities

• Professionally manage customer relationships to ensure consistently high satisfaction levels within portfolio.
• Achieve renewal and expansion targets by developing strategic plans that deliver value and drive growth for Vantaca.
• Establish relationships with C-level executives.
• Creatively investigate customer organization and identifies opportunities to expand Vantaca footprint.
• Understand customer's business operations, drivers and needs, understands/responds to the competition's strengths and weaknesses, applies market knowledge.
• Able to present to and facilitate to senior leadership and/or teams.
• Effectively manage objections and facilitates to desired outcomes.
• Follow up emails and communications are articulate, timely, and effective.
• Develop long-term plans and effectively prioritizes activities and requests to maintain high degree of confidence with customers.
• Know how and when to leverage other experts to manage customer needs/requests.
• Customer communications and follow ups from meetings are results-oriented.
• Provide proactive updates on forecast, customer status and escalations.
• Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations.
• Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca.
• Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product.
• Serve as customer advocate and helping customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward.

Requirements

• Bachelor's degree or equivalent experience in business administration, project management, information systems, operations management, supply chain management, or other related field.
• At least 2 years' experience or a combination of education and experience in the above.
• 2+ years experience in upselling at a B2B SaaS company.
• Phenomenal communication skills and innovative problem-solver.
• Highly organized and good at prioritizing workload.
• Great at interacting with people - customers, clients and coworkers.
• Professional, positive and constructive communication with everyone.
• Terrific public speaker and comfortable with leading meetings.
• Well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business.
• Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf.
• Proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features.
• Comfortable working in a scaling environment; champion of change and process improvement.
• Ability to handle and resolve conflict by seeking a common ground amongst all involved parties.
• Ability to determine true issues/barriers to achieving agreement and effectively navigate discussions no matter what the situation.
• Exhibits high level of composure under pressure and inspires confidence from others that goals will be achieved.
• Able to drive (internal and external) resources to the timely and accurate achievement of goals despite existing barriers.
• Able to manage expectations via effective application of project management concepts (e.g. meeting follow-ups, action plan with priorities/owners/timelines).
• Ability to develop a prescription for the cause and is able to clearly articulate their assessment and recommendations to all stakeholders in a timely manner.

Benefits

• Health insurance
• Unlimited paid time off
• Dental insurance
• Parental leave
• Vision insurance
• 401(k) matching