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Customer Success Account Manager - Small-Medium Business

About zlien

At zlien, we’re all working to make complex things simple, and that’s because we believe simple things are more fair and empowering than complicated things. In construction, one of the globe’s biggest industries, the payment process is over-complex. We’re building an ecosystem around payment that connects builders, subcontractors, suppliers, developers, banks, and others in the exchange of payment. It solves a headache. It strives to make complicated things simple, to save people time and stress. And ultimately, it shines a light on a very unjust and messy process, making it more fair and transparent for all.

We’re a high-growth technology startup based in New Orleans, Louisiana, and we’re in the exciting construction technology category. We have San Francisco venture investors, like Brick & Mortar Ventures and Altos Ventures. We’re a rapidly growing team working on interesting and worthwhile problems, and we have a mountain of opportunity for you.

Are you ready?

Job Overview: zlien Account Managers are responsible for providing value to users and nurturing their account: renewals, and reducing churn and closing cross-sell and upsell opportunities.  This role would be working with our small to medium (SMB) line of business. 

Job Responsibilities:

  • Own overall relationship from the start of the customer journey with assigned subscription users by increasing adoption, ensuring retention and loyalty
  • Identify and close cross-sell and upsell opportunities on a monthly basis 
  • Work with subscribers to establish company goals and set objectives for using the platform
  • Track overall user health (platform usage, site logins, survey scores, lifetime of account, and more) and use this data to leverage next steps with users
  • Complete unique user touchpoints with users and advocate user needs and issues across departments – sales, operations and development
  • Increase user engagement by conducting user webinars, creating Community content and discussion boards, and conducting mail drip campaigns
  • Secure subscription renewals
  • Conduct customer loyalty surveys
  • Conduct churned customer surveys
  • Occasional travel requirements for in-person, user visits 

What will you gain?

While you will be performing a traditional Customer-facing function, the overall position will be expansive, and will provide you with a suite of transferable and marketable skills that will position you well to advance your career within or outside of zlien.  You're also entering the growing market of Customer & User Success functions receiving heightened recognition in the SaaS industry.  

These skills include:

  • Strategic design of customer success and growth models
  • Inbound and content marketing principles and efforts
  • Working with and becoming proficient in modern and relevant business tools such as Salesforce, Hubspot, Slack, Appcues, and more.
  • Understanding of high-growth business environments, venture capital or growth equity, and common business management principles.

What tools will I work with?

  • Desk
  • Hubspot
  • Snapengage
  • Salesforce
  • Google Docs
  • Dropbox
  • Slack
  • GoToMeeting
  • GotoWebinar
  • Appcues
  • Stripe
  • Freshbooks
  • WordPress
  • Keynote
  • Excel
  • zlien custom, cloud-based software
  • zlien custom, administrative panel

Travel Expectations:
This job will require light-to-moderate travel within the United States. Travel will be to make customer visits such as  trainings and/or to attend conferences.

What should be true about you:

  • College degree
  • Resourcefulness
  • Driven Multi-tasker
  • Proficiency with Mac Operating System
  • Proficiency with Standard Business Applications, and Operational Applications
  • Intellectually Curious
  • Experience working in a customer-facing role
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