Customer Success Manager

Who we are: 

Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty.

At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences.

As a Customer Success Manager in Acqueon you will…. 

• Deliver on, and communicate the value associated with customer's investment in Acqueon.
• Influence customer lifetime value through higher product adoption, customer satisfaction, and overall CSAT scores.
• Manage an enterprise book of customers and be responsible for revenue retention & growth.
• Prepare, implement, and execute strategic account plans and update at a set cadence.
• Build relationships with senior stakeholders and manage account planning.
• Drive continuous engagement, adoption, and value of the product for customers based in North America region.
• Be the trusted partner for the customer on the use-case and product functionality.
• Quarterback experiences by working with various cross-functional teams at Acqueon, on behalf of the customer.
• Increase renewal rates and track accounts to identify churn risk and work proactively to eliminate risk.
• Expose a subset of metrics to the executive & leadership team.
• Maintain customer satisfaction by providing problem-solving resources.
• Resolve customers’ questions and problems.
• Provide product/platform education to Acqueon's clients.
• Complete health check audits.
• Identify customer service trends and determine system improvements.
• Improve customer service quality results by studying, evaluating, and re-designing processes.
• Establish and communicate service metrics and analyze results.

As a Customer Success Manager in Acqueon you will need….

• 3+ years working with B2B SaaS enterprise customers in a CSM/Customer facing capacity.
• Self-driven, proactive nature.
• Ability to work on-site at Acqueon's Dallas location.
• Successful track record of managing and working with enterprise level customers.
• Proficiency in multi-tasking, prioritization, attention to detail, and organization.
• Team-player mentality who gives ideas to improve processes
• Active listening skills and patience.
• Ability to influence through persuasion, negotiation, and consensus-building.
• Ability to understand and explain the functionality of SaaS platforms to a variety of stakeholders.
• Strong empathy for customers.
• Experience in working with complex, multi-divisional, multi-geographical customers.
• Impressive executive presence and communication/presentation skills.
• Ability to create structure in ambiguous situations and design effective processes.
• Passion for technology and for being a part of a fast-growing SaaS company.
• Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services).
• Analytical and process-oriented mind-set.
• Demonstrated desire for continuous learning and improvement.
• Relevant Bachelor’s degree.
• Strong decision-making skills.

This is an excellent opportunity for those seeking to continue to build upon their existing skills. The right individual will be self-motivated and a creative problem solver. You should possess the ability to seek out the correct information efficiently through individual efforts and with the team. By joining the Acqueon team, you can enjoy the benefits of working for one of the industry’s fastest growing and highly respected technology companies. If you, or someone you know, would be a great fit for us we would love to hear from you today! Use the form to apply today or submit your resume.