Level Access helps companies design and enhance their digital systems - including web sites, web applications, software, hardware, and services - so they are usable by people with disabilities. In the same way that buildings must conform to the Americans with Disabilities Act (ADA), modern web sites and applications must be accessible to people with disabilities or face legal liability. Level Access allows organizations to address these risks and provide equal access through software, training, and consulting solutions. As a company we seek to both do well financially and create a world where all users have access to digital systems.
Overview
Working with our mid-market customers, the Customer Success Manager will be responsible for driving adoption, retention, and long-term value of their portfolio of customers. The Manager builds strong and productive relationships with customers, helps define a long-term accessibility roadmap, and clearly demonstrates the ongoing benefits of Level Access's products and services. This person will have a passion for deploying solutions that delight customers, reinforce brand loyalty, and can scale within a rapidly growing business.
Key Responsibilities
- Relationship Management
- Understand customer value drivers and their progress towards achieving their Accessibility goals
- Partner with sales and services to ensure subscription renewals and identify opportunities for growth
- Ensure customer renewal rates and retention meet or exceed targets
- Identify and cultivate relationships with customer advocates and champions
- Monitor account health and satisfaction and take appropriate action to ensure customer delight
- Establish a trusted advisor relationship to identify new customer needs and work with internal stakeholders to propose solutions
- Product Adoption
- Develop plans with customers and internal stakeholders to drive continued use of software and services products
- Monitor usage and engagement metrics to identify customer expansion opportunities & churn risks
- Work with Services and Support to resolve issues that are presenting barriers to adoption
- Provide answers to basic product questions and engage other resources to help with more complex customer requests
- Assess customer training needs and recommend or provide training as needed
- Customer Advocacy
- Act as the voice of the customer within Level Access
- Monitor the progress of customer engagements to ensure delivery is on track and aligned with customer needs
- Be primary point of contact for escalation management
- Prioritize and drive resolution of escalated customer issues that could impact satisfaction
Qualifications
- Minimum 3 years of experience in a Customer Success Manager or Account Manager role
- Metrics driven, analytical and process-oriented mindset with ability to prioritize focus across a large portfolio of customers
- Proven ability to build and maintain strong relationships with a diverse set of internal and external stakeholders ranging from technical resources and senior level executives
- Demonstrated ability to work with peers in Sales to keep and grow accounts
- Understanding of value drivers in annual recurring revenue (ARR) business models
- Demonstrated ability to retain and grow customer lifetime value for mid-market targeted consulting and software services
- Excellent organization, project management, time management, and communication skills
- Ability to quickly grasp and concisely explain technical and business concepts
- Ability to coordinate across business and technical teams to promote timely issue resolution
- Bachelor of Science, or equivalent experience required
- Experience with web-based technologies including HTML, CSS, JavaScript, and PDF is a plus
- Familiarity with software development lifecycle, systems integration processes, and electronic document creation and publishing processes is a plus
- Experience working with assistive technologies and work in digital accessibility is a plus
Application Process
Salary is commensurate with experience. This is a full-time, salaried position with a competitive benefits package. For immediate consideration please submit your resume and cover letter.
Level Access is committed to workforce diversity. Equal Opportunity Employer. Copyright 2017, Level Access. All rights reserved.