Customer Success Manager

Title: Customer Success Manager 

Location: New York 

Company Overview 

allwhere provides companies with a platform that enables their employees to be productive and engaged. allwhere’s platform allows companies to curate equipment, products, and services for their employees — and deliver them anywhere. For administrators (execs, HR, IT), allwhere streamlines the onboarding/offboarding process and automates delivering products to remote employees. For employees, allwhere provides a convenient one-stop-shop for all relevant equipment, products, and services. Remote work is here to stay, and allwhere is here to make it the best possible experience for all. 

Role Overview 

This position is perfect for a technically savvy customer success manager who possesses a strong drive for results and commercial sensibility. Duties for the customer success manager will include a broad range of tasks such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. 

About the Role 

● Act as the primary point of contact for allwhere’s active customers 

● Develop relationships with key customer stakeholders across HR, IT, and Operations; host business reviews for all internal and external customer stakeholders 

● Monitor customer usage of allwhere platform and order volume; proactively promote increase platform usage, order volume, and order size 

● Maintain and address all updates and requests related to customer portal, including additional users, SKUs, or other portal features 

● Act as a communications liaison between the customer and allwhere’s internal teams (Operations, Product, IT) 

● Act as escalation point for any customer questions or issues 

● Identify opportunities to cross-sell new product offerings to customer 

● Utilized CRM to keep track of key account data, opportunities, and relevant notes ● Collect customer feedback and translate feedback into product requirements 

What we’re looking for 

● 3-5 years of experience in customer sales or customer success position strongly preferred 

● Consultative mindset with a passion for upselling

● Experience working with brand image and promoting value through customer experience

● Prior experience with IT hardware and software a plus 

● Experience analyzing and optimizing the existing processes in the Customer Success department

● Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed 

● Must work well independently with little management supervision 

● Proficient in Google Suite, Hubspot or other relevant CRM software 

● Ability to stay collected under pressure, positive outlook, ability to collaborate with and inspire team members and clients 

● An entrepreneurial attitude to take on tasks that support our clients’ success and the vision of allwhere 

Why Join Us? 

● Medical, dental, and vision health insurance 

● Equity in an early stage company 

● Small team with the ability to have an outsized impact on the direction of the company