ChurnZero

ChurnZero helps subscription businesses fight customer churn. Its software solutions allow businesses to understand how their customers use their product, asses their health and their likelihood to renew, and give businesses the means to personalize the customer experience through timely and relevant touchpoints. ChurnZero is headquartered in Washington, D.C. and is backed by leading angles and venture capital firms such as Baird Capital, Grotech Ventures and Middleland Capital. For more information, visit https://www.churnzero.net.

ChurnZero Washington, DC, USA
Jan 27, 2020
Full time
Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as an Implementation Specialist. At ChurnZero, our mission is to create the next great Customer Success platform – and our own Implementation and Customer Success teams sit at the heart of this goal. As an Implementation Specialist, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their guide throughout our onboarding process. You will consult with customers on their goals and priorities and then assist in implementing the ideal configuration to achieve those goals. You will also train customers on the platform, so they can effectively manage ChurnZero long term. Join the team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd – and be a vital part of our continued success! Primary responsibilities and day-to-day Oversee the entire onboarding process of a rotating portfolio of customers, from contract close through the completion of their technical implementation and the training of their Admin users Build strong customer relationships by maintaining high levels of engagement and communication; be the customer’s proactive guide and advocate through the onboarding process Clearly translate technical requirements to non-technical customers to ensure clarity and confidence in decisions  Accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion.  Advise customers on best practices for designing, implementing and scaling their Customer Success programs Proactively manage both the customer and internal ChurnZero staff to ensure timelines are met Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity  Drive customer advocacy in the form of references, referrals, and case studies Actively participate in the evolution of ChurnZero’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives   Contribute towards the development of a strong team environment by upholding high work standards Go the extra mile to ensure our customers are successful!  Must have skills and experiences  2+ years’ experience in Implementation/Onboarding, Account Management, or SaaS Customer Success roles; experience with implementing via APIs and/or Javascript a major plus Strong analytical problem-solving skills; a verifiable track record of quality decision making based on a mixture of analysis, experience and judgement Strong project management skills; ability to break down work into steps and to develop and maintain schedules and task/people assignments Ability to accurately scope length and difficulty of projects. Ability to anticipate and adjust for problems and roadblocks Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value Energetic and self-motivated; a team player who is also a proactive and creative problem solver Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms Ability to manage multiple priorities while maintaining strict attention to details Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations Working knowledge of Salesforce.com/CRM structures Undergraduate degree (BA/BS)
ChurnZero Washington, DC, USA
Jan 27, 2020
Full time
Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as a Customer Success Manager. At ChurnZero, our mission is to create the next great Customer Success platform – and our own Customer Success team sits at the heart of this goal. As a CSM, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their trusted advisor and advocate from point of sale through renewal. Join the team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd – and be a vital part of our continued success! Primary responsibilities and day-to-day Proactively manage the success of a portfolio of assigned ChurnZero customers to deliver consistent value across the entire lifecycle Manage the implementation of new customers; accurately ascertain customer goals and translate them into an implementation plan that will provide initial value in a timely fashion Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability Advise customers on best practices for designing, implementing and scaling their Customer Success programs Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews Drive customer advocacy in the form of references, referrals, and case studies Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas Actively participate in the evolution of ChurnZero’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives Contribute towards the development of a strong team environment by upholding high work standards Go the extra mile to ensure our customers are successful! Must-have skills and experience 2+ years’ experience in Account Management or SaaS Customer Success roles; experience with implementing customers is a big plus A verifiable track record of customer retention and growth through passionate customer service Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value Energetic and self-motivated; a team player who is also a proactive and creative problem solver Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms Ability to manage multiple priorities while maintaining strict attention to details Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations Working knowledge of Salesforce.com Undergraduate degree (BA/BS) Working at ChurnZero We are in Washington, D.C. and looking to build the DC metro’s next great company.