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This is a remote position, but candidates must reside within the greater Orlando, Atlanta or Austin area.
Summary
The Revinate Customer Success Manager for North America (CSM) will lead the post-sales efforts in building processes and procedures that are successful and repeatable in delivering value to the Revinate customer. The ideal candidate brings a proven record of success in a SaaS technology company where they have helped drive customer adoption, had responsibility for revenue retention, and demonstrated an ability to drive growth in their assigned accounts. This person will work best in a dynamic, technology driven environment utilizing phone and onsite interactions to effectively manage a high velocity of activity.
Key Responsibilities
Superuser of all Revinate products, know it all inside out.
Provide coaching and education to improve adoption of the Revinate products by every customer.
Conduct regular customer reviews/virtual workshops to identify areas of strength and areas for improvement.
Deliver best practices to customers to help improve their overall Customer Success and the value that Revinate brings.
Building relationships beyond the day to day customer contact to ensure engagement across the organization. For example, reporting.
Transparently report and track customers through the loyalty touchpoint process.
Bring intelligent product feedback and recommendations from customers back to the Revinate Product team.
Renewals – manage renewals with existing customers, coordinating closely with Sales.
Upsells – educate customers on new Revinate products and identify upsell opportunities, again coordinating closely with Sales.
Goals
Client Success: All clients must be DELIGHTED with Revinate and our service, not just satisfied.
Client Management: CSMs are a single point of contact with support from other groups like training and Client Solutions.
Renewals: Success is driven by high NPS and Renewals. This role will be responsible for renewals of defined Strategic accounts in the North America region.
Product Support: Understand the requirements of customers, with use cases. Prioritize them for review with the Product team.
What You’ll Bring
Strong knowledge of account management, including presentation skills, and short/mid/long term opportunity management is essential.
Strong technical knowledge, and negotiation skills
Experience in sales methodologies used to prospect within the account, consult with the client on business issues, create and present proposals, negotiate terms, and close sales/renewals
Must be a self-starter; little supervision is required.
Candidates must be able to demonstrate skills to negotiate issues with peers, partners, and customers using a Win/Win philosophy.
2+ years of experience in account management, consultative sales, and /or business consulting, preferably within a SaaS model. Hospitality experience is a plus.
25% Travel may be required
Benefits
Competitive Health Benefits: Revinate offers multiple insurance options, including an employee premium paid 100% by Revinate
Paid Family & Parental Leave: A comprehensive paid leave program, ensuring you have the time you need.
Family Building Benefits: Revinate offers multiple medical plans, including a buy-up option with $20,000 of coverage for medically necessary fertility treatments.
Excellent Dental and Vision Benefits
401(k) Program: Includes an employer match
Optional plans for Short & Long Term Disability insurance, as well as Life insurance
Paid Flex time off
Employee Assistance Program (EAP)
Perks: Monthly work from home stipend, Telehealth access, Peloton benefits and many more.
Interview Process
We're excited you're considering a career with Revinate! Our goal is to ensure this is the right opportunity for you, while also determining if you're the right fit for our team. The interview process for this role is designed to be a two-way street, where you'll get to know us just as we get to know you.
- Recruiter Screen - 30 minutes
- Hiring Manager Interview - 45 minutes via Google Meet
- Panel Presentation Interview with Team Members - 60 minutes via Google Meet
- Final Interview with Team Director - 30 minutes via Google Meet
Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.
Candidates must be located in the city listed in the job application. Thank you!
Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.
Important Security Alert
We have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.
For Authentic Opportunities: Only refer to our official careers page on our company website. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to [email protected]
AI and Hiring
Please note that interviews at Revinate will be recorded using brighthire.ai. As we continue to build more structure into our interview processes -- the best way to eliminate unconscious bias! We are encouraging our interviewers to focus more on our candidates and the conversation than taking notes. Instead, we can rely on brighthire.ai to do the note taking for us. If you’re uncomfortable with recording your interview, please let us now. We’ll opt you out.
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