Customer Success Manager- Commercial

Apply

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector's unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer , smarter , and better decisions.

Vector Solutions is seeking a Customer Success Manager who will be responsible for cultivating and maintaining strong customer relationships, ultimately ensuring that all client needs are met, resulting in strong satisfaction with our web-based programs. Customer Success Managers oversee a sizable book of business focusing on implementation, customer engagement and proactive communication, while also participating in shared team responsibilities. Team members in this role are exceptional communicators, solution-focused, and creative problem solvers. They have a demonstrated ability to work independently, in addition to collaborating with other team members and cross-functional committees. Customer Success Managers have a thorough understanding of our product offerings, our clientele, and our internal processes.

What You'll Do :

• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption.
• Serve as the primary contact for administrators in your book of business.
• Conduct regular business reviews to achieve success against customer goals.
• Proactively communicate platform updates, best practices, and progress against open issues to your book of business.
• Identify and escalate major product issues, client concerns, and retention risks.
• Host best practices webinars and office hours on a rotating schedule.
• Participate in the User Acceptance Testing as requested by senior leadership.
• In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles.
• Contribute to team projects as directed by leadership.
• Serve as a point of escalation for customer support issues.
• Thoroughly understand your product, including independently providing demonstrations to customers.
• Identify, document, and resolve issues that occur including assisting junior team members with problem solving.
• Assisting senior team members.
• Other duties as assigned.

Requirements

What You Can Expect From Us :

What We Value :

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

Compensation Disclaimer : The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington.

Salary Description

50K-65K base + variable pay