Customer Support Manager Job Vacancy in Sparks Group McLean, VA 22102 – Latest Jobs in McLean, VA 22102

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Company Name : Sparks Group
Location : McLean, VA 22102
Position : Customer Support Manager

Job Description : Job Summary/Company: Sparks Group has partnered with a fully remote SAAS company working in the business to business financial and technical space in their search for a Customer Success Manager. Are you passionate about ensuring that your customers have the right solutions, excel at managing relationships and selling products and services within assigned accounts to maximizing the overall customer experience? You will be accountable for our customers’ adoption of our growing suite of SaaS solutions and services and are responsible for driving visible value aligned with our customers’ business outcomes. This position will serve as the central point of contact to customers upon deployment for product offerings. You are driven to be part of something larger than yourself.

This position focuses on working with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value. The position will interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Additionally, the CSM will create and retain customer loyalty by establishing rapport with the customer, plan and develop customer-focused programs, oversee the resolution of customer concerns, and facilitate the delivery of goods or services to the customer.

Duties and Responsibilities
Primary point of contact for all post-sales activities including but not limited to customer onboarding, consultative guidance, product training, technical support, and assigned account management activities
Understand their portfolio of diverse customers and work to strengthen the relationships through support, training and strategic dialogue with key users and contacts as well as providing business insight and support to ensure that customers are managed effectively while optimizing the customer experience
Serve as a trusted advisor to customers delivering best practices, guidance, and an empathetic ear
Develop and maintain relationships with multiple customer contacts, enabling them to understand and address their complete needs
Establish a roadmap for each customer’s long-term success by creating frequent checkpoints to ensure milestones are being attained and adjust the plan accordingly
Conduct regular reviews with customers and provide the highest standard of quality and “best in class” service
Coordinate with product, delivery, and support teams to meet customer needs as it relates to product enhancements requests, ensuring successful deployment and maintenance of ongoing customer relationships
Actively contribute to maximizing product usage with all customers and promote additional functionalities and upgrades
Identify opportunities to increase the footprint of the product throughout all Corcentric customers
Advocate for customers by facilitating internal teams and projects to solve customer’s needs
Assist in giving product demonstrations, handling customer queries, and training users
Proactively identify issues and potential concerns in the relationship and work to rectify these with sales, customer support, development, IT, and management
Be proactive by looking at usage and help drive adoption
Work closely with product team for new product enhancements and new feature requests based on experience in the field
Provide input to senior management at the earliest opportunity regarding any issues impacting customer satisfaction
Develop effective internal and external communication mechanisms contributing to overall customer service
Proactively identify critical success factors and areas of business process improvement designed to enhance the overall customer experience

Qualifications/Background Profile:
3+ years of experience in a Customer Success Management role for a Software/SaaS company
2+ years in customer success, customer service, and/or sales roles
Experience in the payments space with an understanding of interchange rates
Experience analyzing quantitative and qualitative data and performing forecasting and statistical analysis
Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and clients
Demonstrated ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect
Passion about customer satisfaction and a commitment to diversity of thought and consideration of different ideas
Demonstrated communication and presentation skills and comfortable when interacting in both one-on-one and group settings
Influencing skills and ability to build good working relationships
Highly organized and efficient, with a proven ability to think both strategically and tactically
Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks
Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation
Strong negotiation skills to work through complex issues that lead to a win/win result for company and customer
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Download the Sparks Group Jobs mobile app from Apple App Store or Google Play.
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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!
Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.
Sponsored by Sparks Group

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