Customer Success Representative.

Minneapolis

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Field Sales at FPX

Customer Success Representative

Minneapolis


The Customer Success Representative (CSR) is a highly visible team member responsible for the complete post-sale success and satisfaction of a portfolio of FPX’s Customers. Our Customer Success Representatives are expected to possess knowledge, expertise, and experience in B2B Software-as-a-Service (SaaS) business models, account management, customer relationship building, and professional services project management. In addition to being the face of our brand and prime advocate for our Customers, the Customer Success Representative is also responsible for managing and executing contracts such as renewals, mid-term additions and Professional Services SOWs.

Description of Role

The primary goal of a Customer Success Representative at FPX is to make every Customer in the portfolio successful, referenceable and committed to FPX for life through a trusted advisor relationship. The Customer Success Representative will identify and leverage company-wide resources to address any Customer satisfaction issues, renewal risk and growth opportunities in their portfolio.

Responsibilities:

  • Primary ownership and accountability for ensuring Customer growth, satisfaction, and retention within assigned Customer accounts
  • Become a trusted advisor within the client’s organization to the executive level to effectively serve as the prime internal advocate and “Voice of the Customer” at FPX
  • Build, maintain and execute on a “Plan for Success” for each assigned account and coordinate appropriate internal resources to effectively deliver value
  • Develop strong relationships with all key decision makers (including C-Suite executives, where appropriate), champions, detractors and influencers across channels (Sales, Marketing, Finance, IT, Engineering +) in the Customer organization
  • Recognize and cultivate new opportunities for expansion with existing Customers; collaborate with FPX’s Sales and Services organization to close incremental revenue
  • Uncover and mitigate any risk that threatens our Customers’ growth, satisfaction, or renewal; conceive and execute risk mitigation plans
  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by FPX; may include facilitation of resolution on support escalations and post mortem
  • Perform Customer training and onboarding to ensure adoption of the implemented solution
  • Liaise between Product Management and the Customer to deliver ongoing value to clients; facilitate communication of the FPX roadmap in business and technical terms
  • Educate Customer on features that will increase adoption and value realization via the FPX Solution
  • Negotiate and drive to execution renewals & related documents
  • Achieve and maintain 100% reference-ability and a positive NPS across the Customer portfolio

Qualifications:

  • 2-4 years of related experience, preferably in SaaS software Account Management or Client Services managing Mid-Market B2B Manufacturing portfolios
  • Specific subject matter expertise in or familiarity with Fluid Handling (Pumps, Valves, Compressors, etc.) is a plus
  • Demonstrable experience in and ability to develop, execute, and monitor account plans or success plans for top tier Customers
  • We would also consider customer-facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels to be an asset
  • Deep understanding of B2B SaaS models and demonstrated success in a customer success and/or renewal role with a robust understanding of SaaS relationships and the underlying contracts
  • Strong communication skills, demonstrated ability to seamlessly participate in discussions with business and technical leadership
  • Strong analytical and problem-solving skills; ability to think on your feet and respond quickly and confidently to clients in uncertain circumstances, ability to handle difficult conversations with diplomacy and tact
  • Strong presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars at the executive level
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously; able to work independently and make sound decisions autonomously
  • Experience successfully collaborating and managing by influence (of non-reporting, co-located and remote groups/individuals) both within and outside of the organization
  • Passion for customer service and customer success with FPX
  • Experience with enterprise CRM systems such as Salesforce.com and Microsoft Dynamics preferred
  • Must be able to travel up to 30% of the time

 

Read what our employees are saying ...

“The people, the leadership, the direction the company is headed… there’s always something new on the horizon, all those things come together to make this a great place to work!”
Jodi Anderson

Jodi Anderson

Director of Human Resources & Facilities

"What keeps me most excited about coming to work are the great people to work with, learning new things and the challenges that come with solving the client’s problems."

Tim Cherney

Solution Architect and Developer

“Our product is awesome. A lot of times you heard the proof is in what you show and I think we do that very well. Our product is mature and we work with a lot of people that have been with the company for years.”
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Alex Boike

Sales Engineer

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