Customer Success Manager

Customer Success Manager – SaaS startup 

Location: New Jersey

The Position

We are looking for a full-time candidate to join our growing Customer Success team during this high-growth period of our company’s existence.  The individual selected for this position will be responsible for building rapport and confidence with our customers (in this case, the hiring companies and their users) and ensure they have a satisfactory experience with BCS. The candidate will be responsible for encouraging the customer to log into the BCS App for Clients, helping them make full use of the features available to them, encouraging them to add their respective Vendors, and resolving any enquiries/concerns the customer might have. In addition, the CSM will have a direct input in feature development efforts.

The individual selected for this position must be very personable and display a high level of both professionalism and emotional intelligence. The individual should also be well versed with modern technology.

Responsibilities

Retain Clients

• Update customer information in our CRM during and after each interaction. Maintain up to date records on all meaningful interactions, and map organization’s key decision makers.
• Create a connection with key client stakeholders and maintain a high level of professionalism throughout.
• From implementation, work with client to identify their objectives with regards to the BCS solution. Liaise with BCS Operations team to ensure these client objectives are met, so that we can ensure client is satisfied and thereby retain them.

Support Renewals

• Keep track of client contract renewals and coordinate with Account Executive to handle the renewal process. This will include travelling onsite for key, large clients.

Find Upsell Opportunities

• Leverage a strong rapport with clients to keep abreast of changes in their needs. The Customer Success Manager coordinates with the Account Executive to sell additional services/products to existing customers, as the opportunity arises.

Drive BCS App Usage

• Ensure clients and all their users are set up in the BCS app. The Customer Success Manager leads training sessions in the form of webinars (live or recorded) or onsite training sessions (depending on the size/proximity of the client) to drive the adoption and usage of the BCS app features.
• Methodically capture user feedback and work with Product teams to provide product development suggestions.
• The Customer Success Manager plays a key role in getting Clients to leverage the BCS Network and post “Job Postings” and thereby accelerate the “network effect” of the BCS App.

What you will need to succeed:

• Excellent verbal and written communication skills.
• Good number/analytical skills, accompanied by strong organizational skills.
• Significant customer-facing experience.
• A high-level of autonomy, as well as a capacity for creative problem-solving.
• Be well-versed in modern technology/ SaaS.
• Passion for providing quality customer service.
• Ability to travel a considerable amount.
• Some grasp of commercial insurance is preferred.

Requirements for the Job

• Bacherlor’s Degree
• 2-4 in a role equivalent to Account Manager/ Account Executive/ Customer Success/ Client Relationship Manager / other client-facing role.
• Experience in Property & Casualty Insurance (preferred) 

What is in it for you:

• Salary: $72,000
• Bonus (On Target Earnings): up to $8,000.
• Medical Coverage including Vision and Dental
• 401(k) with company matching.
• Flexible hours and Hybrid Schedule
• Gain valuable experience working with Fortune 500 clients.
• Room for growth within the company.

About BCS:

Business Credentialing Services (www.BCSaudit.com) is a fast-growing technology company in the supply chain risk management space. Our cloud-based compliance platform helps large Fortune 500 companies reduce their risk exposure by systematically verifying Vendors/Suppliers they do business with. Blending professional services with web-based application, our clients submit their vendors/suppliers to their dedicated BCS team for a quick review of their credentials.

Founded 12 years ago, the company is backed by a Venture Capital firm that is committed to to accelerate BCS’s growth. Today we have more than 40 employees and 2 locations (NJ and UT) and service our clients in up to 90 countries worldwide. Although already a leader in the space, 3 years ago BCS undertook to reinvent itself and double-down on its technology bet so it could disrupt the entire Vendor Compliance/Management space. Today BCS is attempting to build the marketplace of the future where Companies and pre-qualified Vendors can connect and do business together, in a safe & protected manner.

So, although BCS is very well established, we act and feel much more like a tech start-up.