Fexa Careers

Customer Success Manager

Fexa · Customer Experience

What is the opportunity?

The Customer Success Manager (CSM) plays a critical role in assuring that our customers achieve maximum success and ROI from the Fexa platform. As a CSM, you will ensure the optimum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of managing and supporting customer expectations, identifying root causes of any challenges or issues with adoption, and understanding how to identify opportunities for the customer to tap into both productivity and financial benefits of Fexa’s workflow automation.

Duties and Essential Job Functions

  • Establishing a trusted advisor relationship across the customer’s organization, from  Executive Sponsors to Day to Day contacts, that works to ensure customers are getting value from our products and services.
  • Ensuring a positive and seamless customer experience.
  • Listening to customer pain points and providing configuration solutions as needed.
  • Run scoping calls pulling in a subject matter expert as needed internally and creating proposals for billable work.  
  • Participate in and or host customer user group sessions, engagement forums, or advisory groups.
  • Attend onsite meetings, events or sessions with customers. 
  • Provide ongoing training and support to the customer to ensure they are well-versed in product features and updates. Provide 1:1 release reviews with eligible customers.
  • Conduct Quarterly business reviews with eligible customers.
  • Maintain detailed and accurate records of customer interactions and issue resolutions by leveraging internal tools such as Clickup, Salesforce, and Pandadoc. 
  • Escalate complex issues to higher-level support or relevant teams when necessary.
  • Utilize analytical skills to understand customer usage patterns, identify opportunities for upsells, and contribute to achieving Net Revenue Retention targets. 
  • Monitor customer KPIs and generate regular reports on customer success metrics to drive improvements. 
  • Manage the contract renewal process and negotiate terms to secure renewals within parameters set by finance to achieve optimal NRR. 
  • Staying on top of any major changes within their customer’s organization to be able to effectively  help manage the change and develop the relationships as necessary. 
  • Developing success plans/customer journey for customers that outline their critical success  factors, metrics for success, potential issues, track progress and provide recommendations. 
  • Acting as a liaison between product management and the customer with a focus on  communicating the Fexa innovation roadmap and how the roadmap will influence customer  activities. 
  • Leveraging customer relationships as needed for prospect references and driving customers to  Fexa events 
  • Maintain revenue stream from each customer’s subscription by creating and demonstrating top  & bottom-line value for each customer.

Competencies

  • Client Relationship Management:  Ability to act as a point of escalation for customers and build and maintain strong relationships with key client stakeholders. Continuous assessment of client satisfaction, identification of opportunities for improvement, and implementation of corrective actions.

  • Detail Orientation: High attention to detail in managing documentation, tools, and process enhancements. Accuracy in maintaining clear and comprehensive documentation.

  • Communication:  Excellent written and verbal communication skills.  Ability to convey technical information to non-technical stakeholders and vice versa.

  • Interpersonal Skills:  Strong interpersonal skills to build effective relationships with business stakeholders and cross-functional teams.  Ability to facilitate communication between teams and stakeholders.

Qualifications

  • 1-3 years of experience as a CSM supporting a software solution 
  • Experience managing large enterprise accounts 
  • Strong analytical skills with the ability to interpret data and contribute to achieving NRR targets. 
  • Skilled at using a CRM system and project management tools such as Salesforce and  Clickup to summarize customer interactions and build renewal quotes 
  • Familiarity with workflow and business processes associated with Facilities Management organizations is a plus 
  • Strong ability to create account plans that are tailored to a customer’s unique goals and situation 
  • Skilled at building positive relationships with customers, at all levels of stakeholders across  the organization 
  • Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support,  Customer Enablement, Professional Services, and Product Management) 
  • Excellent verbal and written communication skills, including the ability to chair meetings and host webinars. 
  • Travel up to 25% to visit customers under normal circumstances

Physical Requirements / Work Environment

Work is primarily sedentary in nature due to the office responsibilities; no special physical demands are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position will operate in a quiet location similar to that of a private office.

How to Apply

Send your resume to hr@fexa.io and put the job title in the subject line

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