Junior Customer Success Manager
About Us
vcita is a compact, quick-smart app that keeps you fully connected to your business, whenever and wherever you are working from. With vcita, you can track and perform all your daily tasks, from the "first hello" to the last invoice: Charge and collect payments, invite clients to book you online, create branded invoices and quotes, send SMS appointment reminders - all in a few simple clicks, from one single app.
Founded in 2010 by a team of four, vcita set out to change the way people turn their passions into a business. Today, as a market leader in the small and medium-sized business management space, the company has grown to a team of over 80 but remains focused on the original goal. Tailored specifically for service providers, our software continues to redefine the way they interact with their clients — by driving more opportunities from the web, mobile, email, and social with an ease of use designed for the average person.
Our teams are based out of two of the world’s most active cities in the technology space, Bellevue, Washington and Tel-Aviv, Israel.
About the Team
We are a small but mighty client success team! To match the demand for vcita, we are seeking individuals that will fit our passionate, competitive, and collaborative team atmosphere. Creating inventive solutions for our clients is ingrained in our DNA. Our most successful CSM’s are curious about the client and the product’s capabilities. They are always thinking “outside of the box” for ways to complete our clients journey. We have a strong team-based culture as well as training and development options to make sure you have what you need to be and do your best.
The Role
- Carry the excitement of our product through the post-sales engagement process into the renewal stage.
- Encourage and empower experts to achieve their business goals and objectives by leading online consultations calls and one-on-one onboardings.
- Proactively reach out to clients for subscription cancellations and collection of late payments.
- Identify upsell and growth opportunities.
- Understand and assess customer requirements, level of adoption of the service and assess the risk in renewing the current contract.
- Maintain great technical knowledge of the vcita product.
- Collaborate with the Sales and Support teams to ensure a smooth transition of ongoing client management.
- Provide continuous feedback and new features requests to our product and marketing teams in Tel-Aviv.
Your Experience & Skills
- 1-2 Years of experience as a CSM, Sales, or Support Rep in the SaaS industry with a focus on the micro/small business market
- A strong curiosity around all things technical
- A tenacious sense of ownership with a positive attitude, empathy, and high energy
- Excellent communication skills: utilized with our clients, as well as delivering effective feedback to your peers and management
- Ability to take initiative and adapt to evolving go forward strategies
- Appreciation for jokes
- Extra Credit: Experience using Intercom, Looker, Zendesk, JIRA, HTML, Hubspot and various CRM systems.
- Extra Credit: French and/or Spanish proficiency.
Benefits
vcita offers competitive pay with 100% coverage for employee’s health insurance premiums (medical, dental, vision, life & disability) as well as participating in dependents’ premiums and Flexible Spending Accounts. 401k retirement plan with matching contribution. Generous PTO policy and paid holidays as well as paid family leave. Paid parking or Commute reimbursement. Free gym at the building site. Snacks and drinks are provided daily and there are weekly catered lunches where we all eat together.