Senior Customer Success Manager

Position Description:

ServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. We’re seeking a motivated and skilled Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will be responsible for providing best practice and strategy guidance that drives ServiceTrade platform adoption and customer value. You will engage with some of ServiceTrade’s most strategic accounts, partnering with Account Management and other cross-functional teams to provide training and strategic recommendations for your book of business (15-20 logos). Your work will ensure that these accounts are happy, healthy, and ready to grow with ServiceTrade.

Why ServiceTrade:

We’re a high-performing, agile team focused on overall adoption and utilization of ServiceTrade’s best-in-class software features leading to unbelievably strong customer satisfaction, retention, and loyalty. 

About You:

You're a forward thinking product advocate who’s committed to helping customers harness the full value of ServiceTrade. You know your success, and the company's success, depends on the successful business of our customers. You're excited to take big swings that drive acceleration of ServiceTrade's leadership within the market.

 

Key Responsibilities and Activities:

• Value Delivery: 
• Become a product subject matter expert of ServiceTrade’s core platform and its add-on products
• Work with customers to maximize the realized value of subscribed products 
• Guide customers with best practices, training, documentation and recommendations for next steps to achieve successful outcomes
• Deliver business reviews to an executive audience that clearly communicate the value and ROI returned from their ServiceTrade investment
• Maintain accurate customer records and document customer interactions, progress and milestones
• Address issues that prevent customers from maximizing their adoption of ServiceTrade, and maintain Risk Mitigation plans for accounts that need additional support
• Team:
• Drive company attainment of GRR and NRR goals by ensuring your customers receive full value from their ServiceTrade subscription
• Collaborate with cross-functional partners in Sales, Services, and Support to identify and resolve gaps in the customer experience
• Collaborate with Product and Engineering on customer context for technical bugs or popular feature requests

Knowledge and Skills:

• 7+ years supporting or implementing complex SaaS solutions
• Quality-focused with an understanding of customer service, problem solving, documentation, analyzing information, and the ability to listen
• Able to clearly frame a problem, collect necessary information and obtain a resolution
• Displays professionalism and composure in difficult situations.
• Proficiency with Google Apps (Sheets, Docs, Presentation, Gmail etc), Salesforce.com, Zoom/Google Meet preferred
• Ability to travel as needed (10% or less)

A few things you want to know:

What does ServiceTrade do?

Founded in 2012, ServiceTrade is the software platform for commercial mechanical and fire contractors. More than 1,300 contractors use ServiceTrade to increase profit and deliver more work during a persistent skilled labor shortage by improving service and project operations, helping technicians be more productive and do their best work, selling more service and inspection agreements, and growing customer loyalty. Over 10% of the commercial or industrial buildings in the United States are serviced by contractors using ServiceTrade to manage 13 million equipment assets and invoice more than $7.5 billion of service-related commerce. 

Ok, so why should I care about that?

Our customers are smart, hard-working people who we enjoy serving. We help them grow their business to earn more revenue, employ more blue-collar workers, and become more valuable to their customers. It’s why we get excited about serving a market that you might never have thought about before.

What kind of working environment do you have?

We’ve transitioned from a start-up to a scale-up -- that means we still have the spirit and energy of a start-up and are adding new people who will help us expand our business faster and run our business smarter. We have big ambitions and every employee understands our goals and what their role is in achieving them. Read about our company culture on our About Us page. 

What kind of benefits do you offer?

• Medical with Blue Cross Blue Shield NC (2 options)
• Dental and Vision with Unum 
• Company-paid Life insurance, STD and LTD 
• Voluntary benefits including Supplemental Life Insurance, HSA, FSA and Dependant Care, Critical Illness, Accident and Pet Insurance 
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave 
• Community Impact Program (Volunteer)
• Tech and Wellness Stipend

#LI-Remote (if you don’t live here)
#LI-Hybrid (if you’re local to the Raleigh-Durham area)

EEO Statement:
ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.
(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate website servicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.