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Customer Success Manager

SilverCloud Inc Portsmouth, NH
  • Posted: over a month ago
  • Full-Time
  • Benefits: dental, life_insurance, medical, vision, 401k
Job Description

This position is responsible for the successful onboarding, implementation, adoption, and ongoing management of SilverCloud solutions with our customers. Successful candidates are particularly skilled at managing web-based technology solutions, customer relationships, risk management, and managing customer needs in a matrix environment.


Job Responsibilities & Duties

Management and Customer Relationship

· Responsible for consistent customer engagement and communication via regular check-ins and project status and account updates

· Project and operations management for customers of SilverCloud’s SaaS Digital Enablement suite of solutions

· Effective project scheduling and expectation setting, ability to prioritize project tasks and delegate task execution

· Schedule and conduct regular customer status calls and reporting

· Primary point of contact for the customer and escalation point for system transactional questions, critical project dates, billing, project personnel, software pushes and feature/function related questions

· Maintain a cadence of governance with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement through monthly check-ins and Quarterly Engagement Reviews with Sales Execs

· Monitor and gauge customers’ levels of engagement with SilverCloud’s products and services and provide feedback to cross-functional groups

· Collaborate closely with cross-functional group members to support renewals and expansion opportunities

 

Consulting

· Individual contributor who leverages SaaS, IT and/or knowledgebase administration experience to deliver high-impact results

· Drive retention and growth among our customers by understanding their business needs and helping them succeed

· Understand customer outcomes by communicating with customers, analyze customer health metrics, run NPS and gather other feedback

· Provide data-driven insights to our customers to help maximize the value of SilverCloud’s solutions and drive the growth of our customer base

· Development and implementation of customer-specific workflow procedures related to content analyses, business problem solving, loading, etc.

· Work with product group liaison to deliver customized solutions and services to customers

· Represent the voice of the customer and help influence every core product, marketing and sales process

· Partnering with cross-functional groups on strategic account initiatives 

 

Work and Benefits:

· Competitive salary, commensurate with experience.

· Paid vacation. Work hard and recharge when you need to.

· Paid company holidays.

· 401(k) retirement plan

· Medical, dental, vision coverage - Company paid STD, LTD, Life Insurance

· SC360 & SCFun - Our way to engage the community and engage you!

About SilverCloud:

SilverCloud is a recognized “Inc 5000” company and is just about to take a ride on the steep part of the hockey stick! Our banking specific SaaS solution delivers on its promises with over 200 Bank and Credit Union customers across North America. We have 2 core solutions in our platform – Employee Support & Consumer Support.

Our Employee Support solution makes information easy to find, follow and use for in-branch as well as remote employees. We improve service levels, decrease training times, and optimize operations and compliance.

Our Consumer Support solution delivers the automated support that is missing in digital channels. We make contact centers more effective, provide 24/7 support for clients and members and increase product engagement and conversions for increased revenue.

At SilverCloud we reward our employees for demonstrating excellence, doing what they say, and helping each other. Come join us!

Company Description
SilverCloud is a recognized “Inc 5000” company and is just about to take a ride on the steep part of the hockey stick! Our banking specific SaaS solution delivers on its promises with over 200 Bank and Credit Union customers across North America. We have 2 core solutions in our platform – Employee Support & Consumer Support.
Our Employee Support solution makes information easy to find, follow and use for in-branch as well as remote employees. We improve service levels, decrease training times, and optimize operations and compliance.
Our Consumer Support solution delivers the automated support that is missing in digital channels. We make contact centers more effective, provide 24/7 support for clients and members and increase product engagement and conversions for increased revenue.
At SilverCloud we reward our employees for demonstrating excellence, doing what they say, and helping each other. Come join us!

SilverCloud Inc

Why Work Here?

Awesome CEO and employees, great benefits, hardworking but fun atmosphere!

SilverCloud is a recognized “Inc 5000” company and is just about to take a ride on the steep part of the hockey stick! Our banking specific SaaS solution delivers on its promises with over 200 Bank and Credit Union customers across North America. We have 2 core solutions in our platform – Employee Support & Consumer Support. Our Employee Support solution makes information easy to find, follow and use for in-branch as well as remote employees. We improve service levels, decrease training times, and optimize operations and compliance. Our Consumer Support solution delivers the automated support that is missing in digital channels. We make contact centers more effective, provide 24/7 support for clients and members and increase product engagement and conversions for increased revenue. At SilverCloud we reward our employees for demonstrating excellence, doing what they say, and helping each other. Come join us!

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