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Customer Success Manager

Greater New York City Area Full Time


Loqate helps over 11,000 businesses simplify the process of capturing and verifying customer address data. Our smart technology auto-suggests addresses as a user types, returning accurate deliverable locations that have been verified against a portfolio of international postal and mapping databases including the USPS, Universal Postal Union, and Canada Post.This method of address verification works just like a search engine, and ensures every address is complete and accurate at the point of entry. Get started today for free!Industries We Serve: eCommerce/Retail; Financial Services and Insurance; Hospitality; Telecoms & Utilities.


Responsibilities

  • Manage all post-sales activity for Loqate’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution

  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs

  • Ensure that a plan is in place with each customer for deployment, change management and adoption programs

  • Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews

  • Track accounts to identify churn risk and work proactively to eliminate that risk

  • Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs

  • Function as the voice of the customer and provide internal feedback on how Loqate can better serve our business and enterprise customers

  • Travel up to 40%

  • Learn from your team members and help the team continuously improve


Requirements

  • 3 - 5 Years Prior account management experience (preferably some experience with $50k+ ACV)

  • Strong communication skills and technical aptitude

  • Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

  • Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation

  • Enjoys working closely with customers to ensure complete satisfaction

  • A real go-getter who takes the initiative to get things done


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