Customer Success Manager at Kenect – Pleasant Grove, US

Job Description

About Us

Kenect is based in the “Silicon Slopes” of Utah. Our goal is to Kenect businesses with consumers through our state-of-the-art business texting platform.

We work very hard to make text messaging the primary communication tool for any business across the U.S. and Canada. Texting is the way the consumer wants to do business. It’s time for businesses to embrace that trend and stop the constant game of voicemails, phone tag, and making customers wait on hold.

About This Role

Working on the Customer Success team you will be the primary contact for the customer relationship within your portfolio. You will address day-to-day questions, hold account reviews with key stakeholders, resolve escalation issues, and communicate customer needs internally to influence business priorities. This requires a high level of organization, exceptional communication skills, and an ability to adjust with our fast-paced organization.

What You Will Be Doing

• Retain existing customers, grow your portfolio, and drive adoption of the Kenect platform.

• Escalate issues to internal stakeholders that may arise to get appropriate support to solve the customers problems.

• Conduct weekly/monthly/quarterly follow ups, as appropriate, to assess the overall health of the account and identify successes and potential red flags.

• Have crucial conversations

• Maintain customer data i.e., contacts, account health, significant events, etc. in company supported CRM.

• Delivering and communicating ROI for our clients, throughout the customer lifecycle.

Skills & Qualifications

• 2+ years of Customer Success experience in a SaaS or software company.

• Driven, self-motivated, enthusiastic and with a “get things done” attitude.

• Ability to manage a large portfolio of clients with amazing task and time management.

• A+ organization skills

• Results-driven mentality, with a bias for speed and action.

• Knowledge of Salesforce is a plus