Senior Customer Success Manager

About the Role - We are seeking a Senior Customer Success Manager. The core of this role is helping our customers' employees, very busy and sometimes not the most technical people, learn how to fully integrate the processes and features our software solution offers. Your role is to build strong relationships throughout our customers' teams, drive adoption of our software, and ensure overall customer satisfaction at your assigned customer base.

As a Senior Customer Success Manager, you will directly manage our most complex, valuable, and at-risk customers as well as developing processes, practices, and training programs and material to be used across our entire customer base

Responsibilities:

• Lead the successful transition from sale to client, implementing Jobba's software.
• Recommend workflows to ensure successful delivery and usage of the solution.
• Develop and facilitate training of new users.
• Build trusted advisor relationships by understanding our customers' challenges, employees, business processes, and business model and helping each client adopt Jobba Trade Technologies solutions to effectively add value to their business.
• Elevate the overall client experience by ensuring issues are handled properly; resolved promptly and providing closed-loop customer communication on all feedback.
• Act as the voice of the customer, advocating for your customers desired enhancements with internal teams during the product planning process while concurrently managing customer's expectations.
• Work with customers to define the goals and objectives of the implementation.
• Regularly monitor usage and influence customer adoption.
• Conduct regular business reviews to support value realization and proactively identify concerns and opportunities.
• As needed, design, develop, and maintain training programs and course content on our software offering, covering both technical and business process improvement to be delivered via various channels (video, online, documentation, and in-person).
• Suggest appropriate training solutions to your customer base and directly facilitate training when appropriate.
• As needed, identify and support expansion opportunities through product usage and adoption.
• Coach and mentor junior members of the team.
• Specific duties and responsibilities may be requested based on company need without changing the general nature and scope of the job or level of responsibility.
• Help make Jobba Trade Technologies a place you are proud to work and where others will want to join!

Required Skills:

• 5-7 years of experience in consulting services and/or software implementation.
• Demonstrated success at driving product adoption at B2B customers, most likely in a customer success, account management or training role.
• Tech Savvy - we're a software company. You'll need to learn new tech quickly and deeply - ours, the other tools our clients use, and everything in between.
• A proactive approach to client engagement. You actively seek information (through direct conversation and usage data, HubSpot, Jira, Power BI, etc.) to provide insights and turn those into meaningful, actionable, and measurable items.
• Business acumen and understanding of business cases and processes with the ability to play a consultative and influential role at our customers.
• Exhibits strong communication- including active listening and engaging presentations - to effectively influence, train and coach.

Preferred Skills:

• Bachelor's degree with an emphasis on written & verbal communication as well as proactive problem solving.
• Construction or service industry experience, especially as relates to the sales cycle or job management.
• Previous CRM, ERP, and/or client management experience.
• Previous curriculum and learning content development experience strongly desired. Knowledge of adult learning methodologies and learning management tools & techniques.
• Ability to travel locally and nationally to train clients onsite - up to 10% - a plus.

Why Jobba

Jobba Trade Technologies is built on cross-team collaboration built through customer and team interactions. Our Rosemont location has easy access to the Blue line and freeways. In addition to having ample office space to provide a comfortable working environment, we offer an onsite gym, free parking, cafes and knowledgeable team members you can learn from. While we are primarily onsite (4/1), we each have priorities outside of work and are flexible to support our team.

Company Benefits: Jobba offers attractive and generous employee benefits. A comprehensive list can be found on our website: https://jobba.com/careers/