Customer Success Manager

Scottsdale, Arizona

The Customer Success Manager will help with onboarding new customers, ensuring they’re taking advantage of everything the product has to offer, and helping them optimize their marketing efforts using the BayIQ platform. This role is responsible for the entire post-sales lifecycle including onboarding new customers, providing customer support, driving rapid adoption, reducing churn, surfacing up-sell opportunities, and ensuring complete customer satisfaction. The Customer Success Manager will be a strong advocate for BayIQ while also serving as the customer’s voice to help us take advantage of every opportunity to enhance our product and make clients’ expectations better every day.

Your Responsibilities:

  • Serve as the onboarding project leader, taking responsibility for the overall success of new customer implementations of BayIQ products and integrations
  • Gather information and prepare tickets for technical support or development
  • Coordinate and complete setup calls and training sessions to ensure customers are knowledgeable and can successfully use BayIQ’s products and services
  • Serve as a primary point of contact for responding to and resolving a variety of technical and non-technical customer inquiries
  • Coordinate with the product and development teams to refine operating practices and create process documents and communication templates
  • Track and monitor account health: concerns expressed via NPS surveys, the possibility of churn and creation of effective corrective actions
  • Identify areas for improvement and maintain open lines of communication with other departments including Marketing, Sales, Product and Development to deliver a top-notch customer experience

Your Skills & Experience:

  • Excellent analytical, communication, issue resolution and project management skills
  • Able to come up to speed on new concepts with self-education
  • Have empathy for customers while protecting the interests of BayIQ
  • Organized and accountable - own your role entirely while being open to criticism, new suggestions and new ideas
  • Knack for listening and can identify problem points and develop clear solutions
  • Strong computer proficiency including basic technology including Gmail, GoToMeeting, Slack, Microsoft Office Suite, HubSpot, Salesforce, Zendesk, or equivalent
  • BONUS: Experience in, or working with, the automotive industry

Your Qualifications:

  • Bachelor's degree or equivalent work experience
  • 3-5 years in a customer-facing role in SaaS or technology
  • Comfortable working in a fast-paced environment and ready to roll up your sleeves
  • Highly competitive, entrepreneurial and a self-starter

Benefits:

  • Competitive Salary 
  • Variable Commission Plan
  • Medical, Dental & Vision Insurance
  • Unlimited PTO
  • Mac or PC - you choose!

 

BayIQ is Proud to be an Equal Opportunity Employer

Individuals seeking employment at BayIQ are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Questions?  Email us - careers@bayiq.com