EverConnect - Customer Success Manager

Customer Success Manager, | EverConnect – REMOTE, US

EverCommerce (Nasdaq: EVCM) is a leading service commerce platform, providing vertically-tailored, integrated SaaS solutions that help more than 690,000 global service-based businesses accelerate growth, streamline operations, and increase retention. Its modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals. With its EverPro, EverHealth, and EverWell brands specializing in Home, Health, and Wellness service industries, EverCommerce provides end-to-end business management software, embedded payment acceptance, marketing technology, and customer experience applications. Learn more at EverCommerce.com.
We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://www.evercommerce.com/about-us/careers/
 

You:

The Customer Success Manager (CSM) is responsible for owning the overall relationship with Brighter Vision clients with custom SEO Optimizing packages (Tier 3: Flourish, Thrive and Prosper Plans), Paid Media/Display ad accounts, and will report to the Customer Success Departmental Manager.  This includes ensuring adoption, optimizing satisfaction, monthly reporting, and driving upsells. As a CSM, you are responsible for ensuring client longevity and continued account renewals through understanding of client SEO/Paid Media data and using it to ensure the products drive growth, churn mitigation, and coordination with the Support and Product teams to provide solutions to client needs.  You regularly run into issues you haven’t solved before and you work with your team to get to the bottom of those issues. You are an out-of-the-box thinker and you take the initiative to tackle new challenges.

Responsibilities include but are not limited to:

• Own the business relationship with ‘Tier 3’ clients in the VIP Success Team Inbox
• Work with Sales to qualify upsells of Brighter Vision ‘Tier 3’ Product Suite
• Serve as a liaison for the Sales and Onboarding team for ‘Tier 3’ client admin topics during onboarding
• Generate Monthly Reports on SEO rankings for ‘Tier 3’ clients
• Be able to use client data in the Brighter Insights Analytics Dashboard (Agency Analytics) to identify issues and performance strengths in order to guide productive client discussions and strategy adjustment recommendations.
• Act as a communications liaison between Technical Support, Designers, and Clients
• Take client phone and video calls
• Identify high-priority client issues to resolve cross-departmentally
• Train and assist Customer Success Specialists on their duties to include:
  • Client retention
  • Ticket support
  • Billing Assistance
  • Account administrative actions
  • Client retention strategies
• Managing customer happiness

Us:

EverConnect’s purpose is to accelerate growth for service based businesses by creating meaningful connections with consumers. Our niche is capturing consumer demand for service based businesses through diverse media acquisition channels on a performance basis.  This role is for the Brighter Vision brand in EverConnect, which niches into Marketing Services for Private Practice Mental Health Therapist/Practitioners.

Where:

The Brighter Vision brand of EverCommerce is distributed nationally.  However, the EverCommerce team is distributed globally, with more than 40 office locations in the U.S. and Canada. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office with permanent space or drop-in space or you can work 100% remotely.

Skills and Experience:

Required:

• 2-4 years of experience working in Customer Success, Account Management, or equivalent history in Customer Service 
• Bachelor’s Degree – Business and Marketing degrees a plus
• Impeccable written and verbal communication skills
• Strong technical skills
• Critical thinker who displays the ability to think, reason, learn, and solve problems
• Ability to learn and apply knowledge of new industries and business models quickly 
• Must be friendly, professional, easy to work with and committed to providing support excellence to our customers
• Ability to multitask and re-prioritize tasks based on customer need
• A team player who performs well independently 

Preferred:

• Associate degree, or equivalent certifications in customer support and/or technical support related fields
• Excellent customer support and interpersonal relations
• Professional or personal experience with websites, SEO, paid media and/or digital marketing 
• Professional or personal experience within the home and/or health services industry

Benefits and Perks:

• Results Only Work Environment (ROWE)
• Strong company-wide communication; everyone has a very clear understanding of how the business is performing.
• Great health insurance, long-term disability insurance, and life insurance.
• 401k matching
• Company-wide events and happy hours.
• Kind, team-oriented, and dog-friendly work environment.
• Unlimited FTO
• Every person in the company moves our needle. We have no deadweight getting in the way, no negative attitudes bringing people down, and no bureaucracy adding friction to our progress.