Senior Business Growth Manager
hace 2 semanas
At Podium, our mission is to empower local businesses with a comprehensive platform and outcome-driven AI tools that convert leads into paying customers. With millions of users daily, our AI lead conversion and communication platform helps businesses get more leads and increase revenue. Our work has been recognized by industry leaders, including Forbes' Next Billion Dollar Startups, the Inc. 5000, and Fast Company's World's Most Innovative Companies. We foster a culture that thrives on exceptional talent and operating principles guide our daily behavior and decision-making. If you align with our principles and are driven by our mission, Podium can be a great place for you.
As a Senior Business Growth Manager (SMB), you will be responsible for ensuring the success and growth of a segment of Podium's small business customers. You will develop strategies to increase engagement, delight customers, and mitigate churn. By partnering with your portfolio customers throughout their Podium journey, you will listen, understand, and collaborate to ensure they achieve their goals using our Interaction Management platform. Your focus will be on customer satisfaction, product adoption, renewals, and accelerating value for our customers. Key responsibilities include:
• Serving as the primary point of contact for a variety of small business customers
• Utilizing in-depth product and industry knowledge to drive adoption and utilization of Podium products
• Identifying opportunities for upselling and cross-selling within existing accounts
• Proactively engaging with customers during the renewal process to secure renewals and drive customer retention
• Developing a deep understanding of each customer's business objectives and industry challenges
• Conducting regular check-ins to assess customer satisfaction, identify areas for improvement, and offer solutions to optimize their usage
• Acting as the primary point of contact for customer inquiries, issues, and escalations
• Anticipating and addressing potential challenges to ensure a seamless customer experience
• Building strong relationships with customers and becoming a trusted advisor
• Advocating for customers within the company and relaying feedback to the product and engineering teams to drive continuous improvement
You should have:
• 2+ years in a customer-facing role, such as Customer Success Manager, Account Manager, or Client Services Manager, preferably in the software or SaaS industry
• Fluency in written and spoken English
• Strong communication and interpersonal skills, with the ability to build rapport and credibility with customers at all levels
• Excellent problem-solving and analytical abilities to understand and address customer challenges effectively
• Technical aptitude and ability to grasp complex software concepts quickly
• Empathetic and customer-centric mindset, committed to driving customer success
• Results-driven with a focus on meeting and exceeding customer satisfaction and retention goals
• Collaborative team player with the ability to work cross-functionally to achieve common objectives
We hope you have:
• Experience with customer success platforms and tools
• Familiarity with CRM and customer support software
• Knowledge of online reputation management and customer feedback processes
**Salary:** $120,000 - $180,000 per year
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