Junior Customer Success Manager at PlotBox

Reporting to: Customer Success Manager 

Location: Massachusetts or Illinois

Compensation: dependent upon experience

What we need

We wish to enhance the value our customers get from our product; if our customers are successful, we are successful.

We want our customers to adopt and ingrain our product into their business processes so that they are getting the best from the product and optimising its usage. As well as adding value through implementation of their purchased modules, we would like to develop further opportunities for more business.

We are seeking a highly motivated and customer-focused Junior Customer Success Manager to join our team.

This is an excellent opportunity for a motivated individual looking to advance their career in customer success management. 

Key areas of accountability

At PlotBox, every staff member will play an active part in realising customer success, and as Junior Customer Success Manager, you will be responsible for ensuring our customers receive the highest level of service and support. You will ‘own’ a number of customers and play a key role in supporting the Senior CSM to ensure we deliver a successful post go live support experience

You will be supported by the team and developed to:

• Build and maintain strong relationships with customers and act as their primary point of contact 
• Work with the Senior CSM for the region to align with the overall support strategy and to aid in support for HIgh Value customers as required
• Develop and execute customer success plans and strategies
• Build a deep understanding of the product, to be able to effectively and accurately support customers in adoption and use of the PlotBox product  
• Become a trusted adviser to the customer, from an early stage of project implementation, specifically in relation to the improvements it will bring to their business and help to ease the change management burden within the customer organisation
• Proactively identify upsell and cross-sell opportunities to increase revenue and customer satisfaction
• Feedback information gathered from customers to identify process and product improvements
• Enhance understanding of what makes PlotBox appealing to customers – internally and externally
• Work in partnership with customers to build, maintain and deliver account plans
• Work with customers to make them PlotBox advocates and ensure reference-ability
• Maintain detailed customer records including notes and relevant documentation on appropriate internal systems
• Work closely with the Product team to track progress of bug fixes and feature enhancements to keep the designated customer base informed

Who we think will be a great fit

Experience: 

To be successful in this role you will be based in Massachusetts or Illinois, and have:

• 1-2 years of experience in a customer facing role, preferably in a customer success or account management capacity
• Demonstrable experience of delivering success to the customer with a passion for providing exceptional customer service
• Experience of supporting customers through enterprise-scale IT implementations from an early stage
• Experience of preparing and communicating regular reports to internal and external stakeholders 
• Proficiency in Microsoft Office and CRM software
• Strong working knowledge of the PlotBox customer journey
• Strong understanding of the digital transformation challenges Crematoria and Cemeteries go through when moving to cloud-based software

Skills:

You will also:

• Be a self-starter with a high level of drive and motivation
• Be comfortable influencing people and helping to create a strong customer success culture
• Be capable of building and maintaining robust relationships with clients and colleagues
• Be enthusiastic and fastidious in your pursuit of excellence for the customer
• Be capable of juggling multiple work streams and priorities
• Have excellent communication skills, oral and written and interpersonal skills
• Strong analytical and problem solving skills
• Have the ability to understand the product from both a technical and business perspective
• Have a ‘can-do’ attitude when dealing with customers’ challenges with the ability to work independently and collaboratively in a fast-paced, team-oriented environment

Company Summary

PlotBox is the innovative cloud-based deathcare management solution that enables cemeteries, crematories and funeral homes to serve their families in the best way possible. We are very clear on our mission; to take away some of the pain for families dealing with death and those who serve them, provide our customers with more time for what matters. 

Headquartered in Northern Ireland, with offices in the United States and Australia, our growing, 80-strong multidisciplinary team of experts provides our partners with the same professional levels of service, support and satisfaction across the globe. We live and breathe our core values – Tenacity, Teamwork and Trust.

We have a passion for tech and innovation, actively exploiting new and cutting-edge tools and technologies to enhance our product and skillset. We actively promote from within and our dynamic scale up culture ensures that proactivity and initiative are rewarded with excellent career opportunities, progression and mobility.

How would our team describe life at PlotBox? When asked to describe our company, they use words such as fun, respect, care, team spirit, family feel, trust, happy, listen, sense of accomplishment, flexibility, development.

We are proud that, for the third year running, we have received our Great Place to Work® Certification™. This follows our top ten ranking on the 2022 UK’s Best Workplaces™ in Tech list, as well as being named one of the 2022 UK’s Best Workplaces™ For Women, and one of the 2022 UK's Best Workplaces™ for Wellbeing. 

Our staff have told us loud and clear that they love working for PlotBox; from the relaxed working environment to feeling truly valued in their roles. In addition, our purpose-driven mission and the sense of pride in doing what we do - to ultimately lessen people’s pain at the most difficult time of their lives - means a lot to our team.

Benefits Offered by PlotBox

We are constantly increasing our list of benefits which currently include:

• Investment in employee growth and development
• fully funded life cover and health care
• 16 days PTO + recognised federal days.
• 401K with employer contribution
• Regular wellbeing initiatives
• Safe and supportive culture; we foster continuous improvement in all aspects of work
• Career mobility and progression
• Regular travel opportunities
• Family friendly company with flexible working hours
• Working from home options (and not just during the pandemic!)