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Customer Success Manager - Partner Team

Chandler

Our Customer Success Managers - Partners are critical to maintaining the relationship with our Partners ... they serve in finding customized solutions that best fits the needs of each Partner. 

The Work:

Partner/Customer Retention

  • Drive on value-added conversations with Partners and Partner customers requesting to cancel, bring them back to why they certified/purchased, and deliver on their needs to get them to value.
  • Apply discretion regarding when to engage with RPMs around Partner/Partner customer escalations.
  • Maintain standards of excellence regarding C&R and billing reductions and outsourced retention projects as saves tactics.

 Partner Success

  • Support the Regional Partner Managers (RPMs) and Partners to facilitate successful partnerships as measured by sales results, NPS, customer churn, engagement length and health/usage.
  • Operate as a point of contact for Partner Program support and partner-specific product support (Partner Portal, Partner Edition, Marketplace, etc) solving when possible, or otherwise engaging with enabling Partner teams.
  • Participate in collaborative initiatives with other team/departments to drive Partner growth and customer success

Customer Success

  • Review and assess business goals and monitor progress and offer recommendations based on results.
  • Ensure the highest customer satisfaction and return on their investment in our product while enhancing their experience.
  • Define business objectives for the customer and develop a strategic direction for success.

    Preferred Education and Experience:
  • 2+ years of account management, sales and marketing experience OR small business coaching experience
  • Ability to demonstrate strong business insights
  • CSM experience with a large client load or book of business highly preferred
  • Project management experience a plus
  • Knowledge of CRM technologies and methodologies
  • Prior experience working with small businesses or have a small business background a plus

About Keap:  In 2001, Keap (formerly Infusionsoft) pioneered the sales and marketing automation category for small business. Today, Keap is the #1 CRM platform in its category. We're 400+ strong and seeking talented and intelligent people to help us on our mission of liberating and empowering entrepreneurs worldwide.

At Keap, we celebrate diversity and inclusion for the benefit of our employees, our products, our community, and to help small businesses succeed. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, marital status or any legally protected status.

 

Helping small businesses succeed

That’s our single most important purpose, and it’s more than just writing on the wall. It’s in the hearts and minds of our employees, and is the burning passion that fuels us to consistently innovate, drive change, and grow ourselves beyond our wildest dreams. To be a part of Keap is to join a cause bigger than yourself, and we think that’s pretty rad!

Dream fulfillment

We believe in people and their dreams at Keap. So much so, we have a dedicated Dream Program that empowers our employees to think big and achieve those dreams—both personally and professionally. Want help setting achievable goals to reach your dreams? Our designated Dream Manager is here to help. Want a space to write out your dreams to spring them into action? Yeah, we have a Dream Room for that.

Flexibility & balance

At Keap, it’s not as much about the time put in or where the work is done as it is about the results achieved. We encourage employees to spend time on (and with) the things that are important to them outside of their careers, so we offer a flexible PTO plan and work-from-home policy that makes that a possibility. Need time off for a vacation to Belize? A mental health day to recharge your batteries? It’s all good as long as it’s a win for you, your team, our customers, and the company.

#keaplife

Helping 5 million small businesses succeed worldwide takes a lot of hustle, and celebrating wins along the way is just a way of life here. We work hard, support one another, and have some fun while we’re at it. Curious about what a peek into #keaplife looks like? Think team builders, spring training outings, a fully stocked cereal bar, a Coke Freestyle machine, ping pong tournaments, an indoor football field meeting area, 24-hour hackathons, Food Truck Fridays, happy hours, even breakfast with one of our execs, just to name a few—phew.

Total rewards

We understand how important it is to have top-notch benefits, and offer a comprehensive package that supports our employees and their families. This includes:

  • Health, vision, and dental insurance
  • Stock options for every employee
  • Life insurance
  • Bonus programs
  • Well-being program
  • And so much more!

Dedication to diversity & inclusion

We realize the power of diverse perspectives, experiences, and backgrounds. Keap is an environment focused on inclusion and education—whether that’s hosting diversity weeks highlighting different cultures, or holding professional workshops for our Empow(her) group that celebrates and supports women in the workplace.

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