U.S. Bank talech - Customer Success Manager - Retail Lead in Palo Alto, California
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job Descriptiontalech is an innovator in the POS space for small and medium businesses (SMB). The Palo Alto-based software company helps SMB, predominantly in the Retail, Restaurants and Services verticals simplify operations and make better decisions through an integrated point-of-sale system. In late 2019 it was acquired by US Bank and is now a division of the company. Within US Bank, talech is tasked with leading the charge on the digital transformation required to enable the development and execution of a comprehensive digital experience for SMBs where the interface to the customers is the talech POS and from it a comprehensive set of additional solutions (software and banking alike!) are enabled to the customers.
The primary objective of the Customer Success function is to ensure our customers maximize the value they service from the solutions they acquired from us, while making them raving fans of the company and/or our partners. Based on that initial delight and success the CS team supports motions to expand the customer’s solution-set to provide more value to them as well as more revenue to the company.
Under the responsibility of the Customer Success function are all post-sales activities including customer onboarding, ongoing technical and application support, customer and partner training, customer management, program expansion, customer value capture, and more.
talech seeks to expand its talented Customer Success team by adding a team lead focused on our growing Retail Segment. The CSM function is responsible for the on-going business relations between us and our customers. The Customer Success Management organization provides continuous guidance to our customers to enhance the way they extract value from the solutions they have by expanding adoption, improving usage, easing operations, and extending their relationship with us to create a customer for life.
Key Expected Results of Position: Net Renewal: Drives growth of the overall solution/product footprint of our solutions amongst retail customers.
Gross Renewal: Fosters customers to renew their subscription.
Program Expansion: Drives expansion and optimization projects among reatil customers in the use of our solutions.
NPS: Ensures customers are delighted and become raving fans of talech.
Process Improvements: Support plans for enhancing the function and deliver against it. Process improvement initiatives can be:
Define campaigns for increased feature/product adoption
Identify customer challenges and streamline their resolutions
Smart segmentation of customers for effectively servicing them
Primary (Top 10) Responsibilities: Help our customers maximize value from our solutions, by coaching them on how to best utilize the right features and capabilities.
Gain deep understanding of our retail customers and outline/define the customer journey.
Support the ongoing evolution of our segmentation of our retail customer base for effective management.
Monitor reports and dashboards to gain visibility, identify challenges and opportunities and pinpoint needed actions to best manage customers.
Ensure the most effective and efficient communications channels are set with customers to best service their needs.
Deploy sophisticated customer management methodologies to improve the quality and scalability of managing our customers.
Develop techniques to enhance our one-to-many processes with customers.
Support the development of playbooks to address the needs and opportunities of specific customer segments in driving program expansion initiatives and execute them.
Support the coaching of other teams in CS as well as at other orgs (such as Product, Eng, Marketing, Sales and others) on the most effective ways to work with the CS team.
Partner with Support, Product and Engineering to provide the voice of the customer, identify the types of issues that generate the most challenges to both our team and customers and evolve the product to eliminate those.
Our Ideal Candidate Has: 3-5 years of experience in Customer Success Management, retail specific experience is a plus.
Proven expertise with SaaS solutions and Cloud technologies (actual work experience in such companies)
Experience working with technology tools used for Customer Success including CRM (SFDC), Customer Success Mgt platforms, In-App guidance (Pendo.io), Survey Tools, Learning Mgt Systems (Skilljar), etc.
Experience with high-scale customer management (tech-touch) and/or marketing to large customer bases is highly valuable.
Ability to adapt to a rapidly changing product and respond strategically to customer needs.
Strong interpersonal skills and track record of building collaborative relationships.
Experience with POS solutions and/or work with SMBs in Retail is a major plus.
Good manner, fun to work with, makes people want to work with them
Customer success orientation and passion about the discipline of Customer Success. Takes personal pride in and responsibility for the success AND satisfaction of their customers. Takes a proactive approach to their book of business.
Commercially savvy. Always thinking about incorporating how to retain/grow accounts and negotiate win-win outcomes.
Basic Qualifications - Bachelor's degree, or equivalent work experience - 10 or more years of operations-related experience
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.