Customer Success Account Manager

Overview

As members of Ruby’s Revenue Department, Customer Success Account Managers directly impact the success of Ruby company initiatives on a regular basis, working in a one-to-many, month-to-month subscription model. The CSM team is responsible for retention, cross-sell, up-sell, and expansion of their portfolio of SMB customers. Collaborating cross-functionally and acting strategically throughout the customer journey, Customer Success Account Managers ensure our customers see Ruby as an irreplaceable extension of their team. A fantastic career opportunity for experienced CSMs, new members of the team hit the ground running acting as growth accelerators and trusted advisors to their assigned customer base. 

This position reports to the Director, Customer Success and is open to U.S.-based remote candidates (state-dependent) as well as in-office candidates in the Portland, OR metro area.

What You’ll Be Be Accountable For

1. Own a portfolio of Ruby customers, ensuring their success, connection to Ruby’s value, and trust in our products and services, with a laser focus on retention and long-term customer growth.
2. Meet or exceed Monthly Recurring Revenue retention targets and specific activity targets (e.g. proactive calls, NPS, connections, follow-ups) while meeting CS department standards for response times and SLAs.
3. Take ownership of our company’s retention goals by proactively identifying, escalating, and resolving churn risk, as well as retain customers when a cancel is requested.
4. Exercise a variety of tactics, including building customer success plans and quarterly reviews, and proactively communicating via scheduled calls, video conferences, and email to educate customers, solve problems, and drive engagement with Ruby products and services, e.g. Chat, mobile/web app adoption, porting, etc.
5. Foster and leverage genuine relationships with customers to create Ruby advocates, build a pool of willing participants for marketing campaigns, promote word of mouth referrals, and generate and close cross-sell opportunities.
6. Evaluate where engagement and feature adoption are lacking, and design strategies for converting customers to Ruby super-users.
7. Be the voice of Ruby customers, soliciting feedback and sharing their requests to inform cross-functional initiatives to improve customer experience and increase their lifetime value with Ruby.
8. Stay up to date on Ruby’s processes and offerings, as well as industry and Customer Success best practices, and regularly share learnings and collaborate with teammates to help shape future playbooks.

Key Success Indicators

• You have a strong understanding and appreciation of the big picture, with the ability to articulate and rally behind Ruby’s business goals, our customers’ goals, and the work you do that impacts them.
• Your ability to confidently anticipate your customer’s need makes some think you may be a mind-reader. Your ability to connect that need to a Ruby solution and paint a convincing picture of the value derived makes others think you might have been in Sales or Marketing in another life.
• You are a logical thinker and use data, process documentation, and your gut instincts to extrapolate meaning and translate customer speak into sensible action items and usable instructions.
• You can work independently, and are recognized for being resourceful, accountable, proactive, and productive.
• You keep an eye out for opportunities to pitch in and extend your time and efforts when it can help the greater good. You are known for being collaborative, easy to work with, and dedicated to moving company initiatives forward as a team.
• Escalations and conversations don’t phase phase you – you relish the challenge of finding new solutions and turning situations around with your listening, empathy, and excellent judgment.

Your Background

• Minimum 1-3 years of experience succeeding as a Customer Success Manager or Account Manager required with 1 year in a Customer Support role at a Technology company preferred.
• Demonstrated ability to consistently meet or exceed individual and departmental goals, and performance metrics expectations in current role.
• Driven by Ruby’s Mission, Vision, and a love of small businesses. A shining example of providing top-notch customer experiences.
• Familiarity with CRM databases required, Salesforce preferred.
• Excellent reliability and record of responsible attendance, including effective time management and prioritization skills.
• Able to communicate confidently and effectively with diverse audiences over the phone, in writing, and in person.
• Thrive when multi-tasking in a technology-driven environment, balancing inbound and project-based work, and managing multiple priorities simultaneously.
• Experience and comfort with serving customers with high-urgency requests.
• Proficient in a variety of MS Office applications, solid computer skills, and an ability and desire to learn new skills.
• Track record of ongoing personal improvement, independent learning, and goal setting and achievement.

Work Environment 

Candidates near Portland have the option to work from our beautiful open-concept office. Ruby requires employees to be fully vaccinated against COVID-19 and up to date on their booster before working in-office, full-time or hybrid. If an in-office environment isn’t for you or the distance is prohibitive, working from home is also an option for most positions, unless otherwise stated in the job ad. The position requires the ability to sit and work at a computer for extended periods of time and communicate effectively with a diverse audience in person or virtually, by phone and computer.  

Ruby participates in e-Verify where mandated by state or federal law, such as AZ. Feel free to ask us about this if you have any questions. 

Ruby is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status or any other status protected by federal, state or local laws. We support and encourage diversity!

About Ruby

Ruby is a U.S.-based live virtual receptionist company that creates meaningful and timely connections between our customers and their clients using our award-winning technology with our best-in-class services team.  Trusted by more than 14,000 small businesses, Ruby delivers personalized customer experience solutions 24x7, 365 days a year giving critical time back in the day to our small business owners so they can freely pursue their purpose, cultivating diverse and thriving local economies. 

Founded in 2003, Ruby has earned national and global recognition with honors such as a 2022 Gold Stevie awards for CEO of the Year and Customer Service Employer of the Year, designation from Fortune magazine as a Best Small Company to Work For in the U.S., inclusion in the Inc. Best Workplaces, repeat Great Places to Work rankings and 14 consecutive years as one of Portland’s Fastest Growing Businesses.  Ruby has over 700 U.S based employees. To learn more, visit ruby.com.

Please mention the word **EXTRAORDINARY** and tag RODIuMjIzLjExNy43OA== when applying to show you read the job post completely (#RODIuMjIzLjExNy43OA==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.
RemoteOK

Puesto de trabajo: Customer Success
Conocimientos/habilidades: CRM, Microsoft Office, Ruby, Salesforce, Ventas