Customer Success Manager

At ARCOS we are making a difference in the lives of local communities every day, especially during emergencies such as weather (storms) and rebuilding the old infrastructure of utilities in the United States.

ARCOS is the leader in delivering SaaS solutions for managing resources, ensuring accurate, compliant shift scheduling and automatic planning for all types of events. The ARCOS solution reports on the up to-the-minute location and status of equipment and crews via mobile workforce management technology for utilities and other critical infrastructure, like airlines, manufacturers, and industrial facilities. The ARCOS platform helps organizations save time and money, while improving customer satisfaction and the efficiency, safety, and accuracy of operations.

Position Summary

As a Customer Success Manager (CSM), you will be instrumental in ensuring the success and satisfaction of our most valued clients. You will serve as the primary point of contact, building strong relationships, understanding their business needs, and guiding them to maximize the value of our software solutions. This role requires a strategic mindset, exceptional communication skills, and a passion for delivering outstanding customer experiences in a complex, enterprise environment.

Essential Job Functions

• Customer Relationship Management:
• Develop and maintain strong, trusted relationships with our enterprise-level clients, serving as their advocate within the organization.
• Understand the unique needs, goals, and challenges of each client, and collaborate with them to develop tailored success plans.
• Customer Success Planning:
• Partner with clients to define clear objectives and metrics aligned with their business goals and ensure successful execution.
• Provide strategic guidance and best practices to help clients drive adoption, increase usage, and achieve desired outcomes with our software.
• Product Adoption and Optimization:
• Monitor client usage and adoption metrics, proactively identifying opportunities for optimization and expansion.
• Conduct regular check-ins and business reviews with clients to review progress, address challenges, and explore opportunities for growth.
• Cross-Functional Collaboration:
• Collaborate closely with Sales, Product, Professional Services, and Support teams to ensure a seamless customer experience throughout the lifecycle.
• Advocate for customer needs and priorities internally, influencing product roadmap decisions and resource allocation to drive customer success.
• Issue Resolution and Support:
• Serve as the escalation point for any customer concerns, issues, or escalations, coordinating with internal teams to ensure timely resolution.
• Monitor customer health scores and satisfaction metrics, taking proactive steps to mitigate risks and improve overall customer satisfaction.
  
  

Qualifications & Requirements

• Bachelor’s degree in business administration, Information Technology, or a related field (or equivalent experience).
• Minimum of 3 years of proven experience as a CSM to enterprise Software-as-a-Service (SaaS) clients.
• Strong understanding of SaaS products and the ability to articulate technical concepts to non-technical stakeholders.
• Exceptional communication and presentation skills, with the ability to build rapport and credibility with C-level executives and key decision makers.
• Strategic thinking and problem-solving abilities, with a track record of driving customer success and achieving business outcomes.
• Ability to generate high-quality, professional, customer-facing artifacts, including executive presentations and quantitative analyses and reports.
• Familiarity with CRM software (e.g., Salesforce) and customer success platforms (e.g., Gainsight).
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Passion for customer satisfaction and a commitment to delivering exceptional service.
• Ability to support up to 30% travel.
  
  

Company Culture

At ARCOS, we believe in fostering a culture of ownership, accountability, and teamwork. We value the collective strength of our team and understand that our success results from our collaborative efforts. We're not just looking for employees; we're seeking partners in our mission. If you take pride in your work, are always eager to learn and grow, and believe in the power of teamwork, we want you on our team.

Benefits

You will be eligible to participate in ARCOS health benefits to include (100% employer-paid dental and vision premiums for single coverage), 401(k) with company match, generous PTO plan, Summer hours and a technology stipend just to name a few. Please visit our Careers page (www.arcos-inc.com/careers) to learn more about all of these great benefits.

Compensation

The targeted base salary range for this position is $90k - $100k based on relevant skills, experience and other job related knowledge, with an annual bonus eligibility of up to 10% of the base salary, depending on company and individual performance.