Basic Information

Job Category: Management

Location: Las Vegas, Nevada, United States

Date published: 24-May-2022

Job type: Full Time

Description and Requirements

About the role

Manager of Client Success

Teesnap is currently seeking a Manager of Client Success to join their team in Las Vegas, Nevada 85248. 

Who we are:

At Teesnap, we are passionate about helping our partners thrive! We couple our service and technology together to help courses outperform their competition. We have taken the golf world by storm and created what was once impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope supported by a world-class team that helps courses lead with an experience that will grow their business. Now is your chance to join our talented team that delivers unparalleled service and technology to golf courses and their customers around the country. 

About the role: 

CSM will be responsible for retention, customer onboarding, support, post-sales, renewals, and expansions. You will be a subject matter expert for the Teesnap Suite of products and hardware. This involves helping to teach, implement, and support our customers on this product. 

This position requires a high level of client interaction via calls and online meetings, responding to emails in a timely manner. 

The right person for this job enjoys working with clients, has a technical aptitude on business applications, has a strong client focus, exhibits the right communication skills, empathetic towards customer issues, and can consult through change with clients on how to use products to improve their daily workflow.

What you'll do:
  • Support and assist in the facilitation of all aspects of the client relationship and onboarding experience.
  • Ensure client relationships are progressing in a positive and timely manner while maintaining open lines of communication with all members of the CSR Team.
  • Build client success as well as CSR success around KPI’s that can be measured and reported. 
  • Train and manage the team to assist clients in aligning, tracking, and achieving their desired goals.
  • Cultivate an ongoing relationship with the CSR Team and Teesnap clients, before, during, and after the onboarding process.
  • Train, coach and manage Quarterly Business Reviews (QBR) with each CSR and their clients; assess goals, results, and lessons learned.
  • Design and execute plans to drive product value, retention, and upsell opportunities within the CSR Team.  Lead by example.
  • Own, manage, and optimize sales handoff and all aspects of the client relationship.
  • Manage and design with the CSR team executing usage, retention, and upsell opportunities.
  • Create and manage the optimization and automation of the customer success playbook.
  • Share product knowledge and best practices with Customer Success and Product team.
  • Serve as a liaison to product management and development on key customer needs and issues.
  • Manage the implementation schedule in collaboration with customer and internal teams. 
  • Understand customers' short- and long-term objectives and ensure software implementation aligns with those objectives.
  • Create products, user profiles and manage identity access systems.
  • Create reports around KPI’s for visibility to the CSR team on their performance as well as roll up to the Company Management Team.
  • Create a scale plan for hiring, bench strength and development of the team.
  • Advocate for the needs of customers to leaders in different departments
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
  • Other duties as assigned.
Our ideal candidate:
Education and experience
  • Bachelor’s Degree - Preferred in Business, Computer Science, or related field.
  • Minimum three (3) years of experience in management or similar role.
  • Golf Industry Experience highly preferred.
Additional Skills and Abilities:

Excellent organizational skills and attention to detail with ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to quickly learn about the products and services being offered and developed.
Proficient with Microsoft and Google Office Suite and Apple Products.
Ability to manage remote workforce. 
Service and team-oriented: empathetic, respectful.
Proven experience with SaaS platforms and comfortable leading workshop and training sessions.
Experience with using Customer Relationship Management software (CRM) – preferred HubSpot
Technical skills for guiding customers through technical processes.
Ability to understand customer requirements and identify upsell and cross-sell opportunities.
Experience in an enterprise solution sales environment and ability to partner with account executives.
Excellent interpersonal communication skills, self-learning, analytical, problem-solving, and ability to work under pressure.

Physical Requirements: 

In Office - While performing the duties of this job, the Team Member is regularly required to stand, sit, talk, hear, see, reach, stoop, kneel, and use hands and fingers to operate a computer, keyboard, printer, and phone. 
May be required to lift, push, pull, or carry up to 20 lbs. 
May be required to work various shifts/days in a 24-hour situation. 
Regular attendance is a requirement of the role.
Exposure to moderate noise (i.e., business office with computers, phones, printers, and foot traffic), temperature and light fluctuations. 
Ability to work in a confined area as well as the ability to sit at a computer terminal for an extended period.
Some travel may be a requirement of the role.

What We Offer:

Competitive pay range of $95,000/- to $115,000/- (plus incentives) annually - commensurate with experience.
Comprehensive benefits package available including 401k, dental, medical & paid vacations

To Apply:
Please submit your resume via the "APPLY NOW" button