Customer Success Manager
Customer Success Manager
The role will be 100% remote for now #socialdistancing. Eventually, it will convert into an onsite role in San Francisco CA.
We are hiring a Customer Success Manager to join the team! This role requires little to no travel.
Odoo is the world’s top open-source ERP SaaS software and Customer Success is key to our future success! Customer Success Managers coordinate with various service teams to strategically find the best solutions for customers that use our software.
As a Customer Success Manager here at Odoo, you will help us achieve our mission of accelerating value for longstanding SMB customers spanning across North and South America.
Responsible for delivering on the customer’s overall success with Odoo and drive adoption of our solutions while delivering the highest levels of customer satisfaction across the North and South America regions
Able to manage complex customer situations and lead a resolution towards mutual success for SME/enterprise customers as an account manager
Achieve sales and retention targets through your ability to build customer relationships, while ensuring the successful execution of the customer’s strategy roadmap
Act as the main POC, defining a success plan with deliverables, and ensuring clear communication across the customers’ operational areas
Deliver exceptional customer experience through proactive communication while orchestrating the right internal resources, and effectively using the customer engagement model to align, track, and evolve the customer’s business goals
Drive adoption of Odoo ERP solutions by referencing data insights to progress from baseline through the maturity curve of customer accounts
Foster innovation by sharing best practices and new ways your SaaS customers can leverage Odoo solutions to advance their digital maturity
Identify at-risk customer accounts and execute a retention plan which might involve negotiation, re-onboarding, customer service, sales quotes, license management, user subscriptions, and cross-team collaboration
Develop and execute all phases of a subscription renewal plan by ensuring on-time invoicing and onboarding all customers to project managing potential development or functional improvements to databases
Monitor customer accounts’ usage of Odoo’s software apps and health indicators, such as by reviewing contracts and pricing to identify successful potential growth opportunities using change management and organization change knowledge
Contribute to ongoing initiatives that continuously improve our approach to securing customer success
Qualifications and Requirements:
Bachelors is required – Business-oriented major is a strong plus
Proficiency in g-suite applications preferred
Accounting, manufacturing, inventory, CRM, POS, and/or E-commerce software or industry/entrepreneurial experience as well as Microsoft Excel and Google Sheets highly valued
Spanish or French fluency: both written and verbal, especially when it comes to customer software discussions
SaaS or Paas pre/post sales experience or relevant knowledge – Understand the value proposition of an ERP software to a potential customer
Demonstrate an understanding of a customer’s renewal life-cycle, have the entrepreneurial spirit, and have a passion for customer success!
Previous role providing of great aptitude with coordination and keeping organized
Strategic planning support when it comes to the Saas customer’s business strategy
Compensation and Perks:
Compensation includes base salary and commission
Benefits package: healthcare, dental, vision, life insurance, Flexible Spending Account, Health Savings Account, and savings on additional voluntarily selected benefits
PTO (Paid-time-off), paid sick days, and paid holidays
Pre-tax commuter benefits such as parking and transit
Chef-prepared lunches every day
Snacks, fruit, and coffee/drinks on tap!
Yoga classes on-site and other activities possibly expensed if multiple employees attend, especially sports-focused activities
Evolve in a nice working atmosphere with a passionate team!
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for
employment qualified applicants with arrest and conviction records
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