Inflection is hiring a

Customer Success Manager

Full-Time
Remote
GoodHire Customer Success Managers (CSMs) are responsible for developing relationships with customers to promote retention and loyalty to GoodHire.  CSMs work with our largest customers to understand their business goals and background screening requirements, ensuring we deliver the products and services they need and fiercely address any dissatisfaction they encounter.  GoodHire CSMs provide consultation to our customers through a deep understanding of HR technology and the hiring processes.

Responsibilities:

  • Protect revenue by reducing churn
  • Work with Sales to onboard the customer, teach them how to get the most value out  of the GoodHire solution and monitor their progress towards becoming experienced users.
  • Be the voice of the customer with cross-functional teams (including Sales, Marketing, Product, and other post-sales functions) to support long-term customer relationships. 
  • Develop business relationships with customers, understanding key needs in their businesses for background screening (leveraging pain points uncovered during the  sales process), and match those with our suite of products and/or platform feature subscriptions. 
  • Be incredibly responsive and proactive, anticipating customers recurring needs and addressing customer issues before they become at-risk events. 
  • Recognize trends across customer segments and lifecycle. Develop and execute proactive strategies to solve customers’ potential problems.
  • Identify and be an active participant in customers’ current and future HR technology strategies.
  • Drive revenue through upsells and referrals
  • Identify gaps in service coverage or unarticulated needs for our products across your customers and sell them on the benefits of new services.
  • Fulfill and educate on new product requests from customers, identifying needs, matching the right product and setting proper expectations for product performance. 
  • Educate customers on the changing landscape in the background check industry. 
  • Monitor accounts to drive platform and product adoption.
  • Provide feedback and advocate for new product enhancements that drive customer delight.
  • Cultivate and forward new referrals to Sales.
  • Support Internal Initiatives
  • Proactively communicate product changes, service disruptions, and other relevant updates to customers 
  • Work with the Product, Engineering and Partner teams to resolve bugs, incidents, and provide customers with technical solutions in a timely manner
  • Foster advocacy among customer base to drive new references and referrals
  • Work with key customers to collaboratively create testimonials and case studies
  • Understand and adhere to all FCRA compliance laws and regulations, and maintain internally-administration certifications.
  • Ensure consumer privacy when handling all consumer and data provider requests.
  • Attend ongoing internal trainings to develop knowledge in all areas of the company’s products and processes.

Job Requirements:

  • Critical thinking and independent problem solving skills are a must - ability to make decisions by applying the available information using logic and experience 
  • Exceptional time management and organizational skills to multi-task, prioritize, and embrace changes as they arise   
  • Knack for analyzing data to better understand the big picture
  • Drive for success by possessing a self-motivated bias for action
  • Ability to be flexible and adapt to any situation 
  • 3-5 years business-to-business customer service or related business knowledge
  • Willingness to pick up the phone and engage with customers to increase business
  • Ability to freely communicate ideas and a willingness to collaborate cross functionally across all teams within the organization 
  • A strong command of the English language; both written and verbal
  • Bachelor’s degree or equivalent work experience in a business to business environment

Experience:

  • Performing customer management-related work in HR, banking, insurance (or other regulated fields), with experience navigating various systems while complying with legal regulations  
  • Maximizing relationships while driving sales and customer retention 
  • Using resources and research to make discretionary decisions
  • Navigating the internet, including the ability to perform searches as well as explain internet functionality to customers
  • Utilizing numerous computer systems simultaneously while maintaining accuracy in keyboarding skills in a fast paced environment
  • Communicating effectively via telephone by utilizing active listening, clarity in speech, and open-ended questions
  • Effectively communicating via phone and email, utilizing proper grammar and punctuation
  • A self-starter who works with a sense of urgency, has excellent follow through, attention to detail, and a deep sense of personal responsibility

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