Customer Success

Customer Success Manager

Burlington, MA

Come join Zappix in Burlington MA and be part of a group that is creating amazing new technology. With high-profile customers, Zappix is changing how people are using their mobile phones by bringing On-Demand Visual Self-Service Solutions to the market.

Zappix is a privately held software company with a cool, innovative, and sophisticated cloud-based technology that transforms the Customer Service Experience by providing digital self-service solutions to improve customer satisfaction, increase Self-Service rates, and reduce costs.

The company utilizes cutting-edge cloud-based technology, including automation (RPA), Actionable Analytics, IVA and bots, Big Data, and more.

Position Summary

We’re looking for a customer-facing Customer Success Manager (CSM) who enjoys talking to customers, understanding their needs, and solving problems. This position is for someone who loves to create new solutions and resolve customer problems.

Customer Success Manager is a key part of our Customer Success organization. The CSM is the trusted advisor who will manage all aspects of the customer lifecycle. From deployment and product adoption to alignment with the customers’ long-term goals for their Zappix service. The role combines pre-launch project management responsibility with post-launch customer management – consulting with clients to help them utilize our state-of-the-art solutions for their best success and ongoing relationship management.

Key Responsibilities

Pre-Sales Stage

Provide support during the pre-sales such as assessing needs, planning, staffing, risk management
Lead or Contribute to statement of work content definition for the project, based on our SOW standards

Implementation Stage

Create and manage a project plan and scope throughout the lifecycle of the project.
Works closely with the engineering team and professional services team on the delivery of the functionality that is committed.
In charge of project P&L: Drive all associated activities & resources to guarantee the committed quality, margin, and scheduling criteria.
Document and share the lessons learned during the project closure phase.
Share project management experience with other members of the team

Post-Launch Stage

Educate customers on the use and benefits of our solutions, and engage additional stakeholders directly or indirectly to increase stickiness.
Develop and maintain long-term relationships with stakeholders within assigned accounts.
CSM will conduct ongoing account meetings to communicate best practices, develop plans for expanded functional usage, provide use case examples for leveraging key product functionality, and communicate new feature releases.
Collaborate with the Sales team on account strategy and identify opportunities for them to sell products and services within accounts.
Plan and conduct onboarding and training for new and existing customers.
CSM will closely manage and nurture accounts to identify and eliminate risk attribution.
Create and deliver monthly reports to highlight customer successes and provide ongoing recommendations for further optimization.
Customer Success Manager will analyze customer account trends and provide feedback to internal stakeholders to ensure quality standards, customer requirements, and features are properly deployed and addressed.

Qualifications & Skills

3-5 years of work experience
Strong communication skills – ability to speak and lead in a consultative manner
Good interpersonal skills to work with internal and external stakeholders to deliver the project.
A minimum of 3 years leading customer-facing projects related to the delivery of enterprise software applications.
Demonstrate expertise in project management knowledge (Scope/Quality/Costs/ Scheduling/Risks)
Experience in drafting statements of work.
HTML5 and CSS knowledge is an advantage, but not mandatory

Additional Details

Full-time
Competitive package
Full medical insurance
Location: Greater Boston, Massachusetts
401K

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In addition to this form, please email a resume to jobs@zappix.com to complete your application

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About Zappix

Zappix is a privately held software company with a cool, innovative, and sophisticated cloud-based smartphone technology that transforms the Customer Care Experience by providing a digital self-service solution that improves Customer Satisfaction, increases Self-Service Rates and reduces Costs. The company utilizes cutting edge cloud-based technology, including automation (RPA), Actionable Analytics, NLP, Chatbots, Big Data and more.