Hybrid WFH/Office (Seattle Based)
*We are unable to consider H1b, F1, or candidates that need assistance with sponsorship to work in the US. *
To you, each new day is an opportunity to solve problems, make changes, and feel satisfied that your efforts made a difference at the end of the day. Being a GSD (Get Stuff Done) type, you don't want to be over-managed in a limiting, siloed position at a mega-corporation, do you? You learn by doing, and you own and learn from your mistakes, making you and your work better. You may like the challenge and excitement of a small startup like PTO Exchange. When you love what you do, you're willing to go the extra mile to achieve success for yourself, the team, and our customers.
Customer Success Manager
As our Customer Success Manager, you are the supreme leader of customer happiness, including delivery, education, consulting, retention, and strategic support. As a Customer Success Manager, you will be responsible for working with and ensuring the long-term success of our customers. In this role, you will have the opportunity to partner as a strategic advisor to our customers by understanding their needs and being their go-to resource. If this sounds interesting, be sure to apply!
Your Traits, which are our traits:
- Ethical, honest, and transparent
- Willing to make mistakes and learn and then do it again
- Family-oriented and inclusive
- Embrace our mission
- You want to change society through technology by helping companies support their greatest asset - their employees and their families
The Responsibilities:
- Successfully lead all aspects of proactive customer communication and results for customer relationships
- Oversee cross-functional support for customers, including product, sales, marketing, development, and leadership, to ensure maximum happiness.
- Document the Customer Journey Mapping process, telling the customers' story from initial contact through engagement and into a long-term relationship, using tools to visualize the process, touchpoints and stakeholders.
- Develop trusted relationships with customers that continue to validate the PTO Exchange value proposition and uncover additional opportunities
- Create a plan that supports the customers' goals and the activities necessary to meet their goals.
- Conduct regular Quarterly Business Reviews to assess the level of satisfaction.
- Share customer successes and help develop case studies
- Use data to glean strategic and actionable insights that delight your customers
- Own and drive all aspects of customer account management and retention goals (i.e., renewals, uplifts, churn/save negotiations, etc.)
- Report on key customer success metrics, monitor and track performance, to present to the leadership team
Qualifications:
- Bachelors degree or combination of education and/or experience
- 3 - 5 years' experience in a Customer focused / Account Management type-role
- Proven written, verbal, and presentation skills
- Excellent time management and organizational skills
- Experience with Customer Success/Journey tools like ChurnZero, Asana or Trello
- Ability to travel once per quarter
- SaaS and/or HR software experience a plus
About PTO Exchange:
It all started with an idea… "Wouldn't it be great to be able to use some of your unused vacation time to help pay for vacation? Then you could take a nicer vacation than you would otherwise have been able to afford?"
Did you know that paid leave is the most common employee benefit in the private sector (according to the Bureau of Labor Statistics), yet more than 429 million days go unused every year, amounting to $84 billion in lost earnings to employees. Ouch!
PTO Exchange is redefining the meaning of earned Paid Time Off (PTO) by providing employers a platform that unlocks the accrued PTO benefit for employees to share with co-workers in need, donate to non-profits, contribute to their 401K, HSA, or even exchange for goods and services. Did you say, "Wow, huh, what?" This type of benefit can help attract and retain employees while reducing PTO liabilities for employers.
Employers add value to their benefits and programs by offering choice and flexibility to their employees. We have developed a software solution that provides a flexible platform for employers and employees to manage their accrued time off. That's a homerun!
PTO Exchange has committed partnerships with Alight (formerly AON), which has 22mm employees on its platform and include customers with companies like Premera, Davita, and other leading benefits providers.
We are looking for intelligent, capable, energetic, passionate team members who are not afraid to speak up, step up, and help us grow to our potential and yours.