Role description
Customer Success Manager
EmpyraCompany Description
Empyra provides a highly-configurable case management platform (myOneFlow) for various industries such as state and local government and higher education. Our platform is easily customizable and adaptable to the needs of each organization. We are partners with top industry leaders such as Atlassian, Monday.com, Microsoft, SAP, and Salesforce and have over 20 years of experience in enterprise consulting with expertise in technical advisory, configuration, data management, integrations, and product development. We prioritize not just amazing software and implementing tools, but driving our clients to utilize them to their maximum potential.
Role Description
We pride ourselves on our dedication to customer satisfaction and are looking for a passionate Customer Success Manager to join our myOneFlow (https://www.myoneflow.com/) team. This is an on-site full-time role in Dallas, TX, and will be responsible for ensuring customer satisfaction, customer retention, and building strong relationships with clients. The Customer Success Manager will be responsible for listening to customers' challenges, analyzing data, and providing strategic solutions and excellent customer service on a daily basis. As a Customer Success Manager, you will:
Key Responsibilities
- Own a portfolio of myOneFlow customers across diverse sectors (Local Government, Education, Cities), ensuring high-level engagement, adoption, and retention
- Drive adoption and expansion by identifying new use cases, additional departments and business units that can utilize myOneFlow by aligning its solutions to value adoption.
- Develop a thorough understanding of the myOneFlow solution to help understand customer needs and solution requirements
- Work closely with the sales team to identify opportunities for cross-selling.
- Collaborate with the product development team to ensure customer feedback is incorporated into product development.
- Maintain a regular cadence of QBRs and EBRs to communicate outcomes and adoption metrics to influence renewals, upsells, and multi-year expansion opportunities
- Act as a liaison to understand what makes customers successful and share best practices with other clients and team members. You are the glue between our customers and their success
- Proactively monitor customer health and identify risks before they become escalations.
- Lead complex renewal and expansion opportunities, strategically balancing customer needs with business objectives to drive industry-leading retention, customer growth, and revenue outcomes.
- Analyze customer data to identify trends and opportunities for improvement.
- Develop and implement strategies to reduce customer churn and increase customer retention.
- Stay up-to-date with industry trends and best practices to ensure our software products remain competitive.
Qualifications
- 3+ years in an enterprise software customer success role
- Excellent analytical and problem-solving skills
- Background with consultative and strategic customer engagement, balancing empathy for the customer with accountability for results
- Proven record of achieving high levels of customer satisfaction and customer retention
- Demonstrated ability to build and maintain strong relationships with clients
- Strong customer service skills and ability to handle customer escalations
- Experience with HubSpot or another CRM software, JIRA, or similar issue tracking systems
- Excellent written and verbal communication skills
- Ability to work independently
- Bachelor’s degree in business administration, Marketing, Communications, or related field
- Experience in the state/local government case management/CRM industry is preferred
- Self-driven to manage customer success
Benefits
- Competitive salary & bonuses
- Health, dental, and vision insurance
- 401k
- Opportunities for professional development
- Collaborative and dynamic work environment
If you are passionate about customer success, have a deep understanding of software solutions, and enjoy building strong relationships, we invite you to apply for the Software Customer Success Manager position at Empyra. Join us in shaping the success of our customers and contributing to the growth of our innovative software!