Customer Success Manager

THE OPPORTUNITY:
This remote opportunity is an existing vacancy open to candidates residing anywhere in the United States or Canada.
All VelocityEHS employees have a role in delivering value across our customer base, but it is our Customer Success Managers (CSM) who are uniquely positioned to ensure the value is being received. As a CSM, you will be responsible for engaging with customers' to develop success plans that are designed to help them achieve their Environmental Health and Safety (EHS) and Environmental, Social, Governance (ESG) objectives and ultimately drive user adoption, advocacy, retention, and growth. You will work closely with Support, Account Management, and Renewals teams, representing a diverse customer base.
Primary Duties and Responsibilities

• Work as a trusted advisor and advocate for customers by assisting them to achieve their desired business outcomes
• Conduct periodic business reviews to ensure customers are getting value from VelocityEHS' Platform solution
• Ensure customers get a fast time-to-value experience to drive adoption, retention, and growth
• Develop relationships with customers, including a senior stakeholder, to promote advocacy
• Understand VelocityEHS' Platform solutions, including their features and functions, to help customers solve their EHS and ESG challenges
• Work closely with customers to identify and achieve their desired business outcomes to define and monitor success, as well as drive upsell and cross-sell opportunities
• Follow internal processes to improve customer health and mitigate risk
• Input and maintain the Customer Relationship Management (CRM) software with up-to-date communications, activity, and insights for internal customer visibility and metrics
• Update and regularly maintain customer contacts in the CRM software
• Engage with customers pre-sale and ensure a smooth customer experience post-sale
• Work with internal teams to allow for the best experience throughout the customer journey
• Actively lead manager-level customer-facing communications
• Exemplify VelocityEHS' core values: Champion Customer Success, Build Open and Honest Relationships, Choose Simple, Be Humble, and Make a Difference

Minimum Skills and Qualifications

• Minimum 3 years of professional experience in customer success, consulting, or equivalent role
• Bachelor's degree in a relevant discipline or equivalent experience required
• Industry experience in EHS/ESG
• Experience in customer-facing roles or equivalent experience improving customer satisfaction, adoption, and retention.
• Excellent attention to detail, with the ability to identify and recommend improvement opportunities
• Comfortable working with customers of all sizes and effectively managing customer expectations
• Strong written and verbal communication skills
• Proficient with the use of the Microsoft Office Suite: Outlook, Word, PowerPoint, Excel, and Teams
• Comfortable with process improvement, change, and continuous learning in an evolving Software as a Service (SaaS) company
• Experience maintaining a high level of activity, managing multiple ongoing projects, and working effectively in a team environment
• Strong decision-making, problem-solving, active listening, and organizational skills
• Detail-oriented and self-motivated
• Experience working independently, but can also be an effective team member in a remote environment
• Pro-active learner and open to constructive feedback

Preferred Skills and Qualifications

• Bi/Multi-Lingual
• Experience using any of VelocityEHS' platform solutions
• Experience with CRM platforms (e.g., Salesforce, Gainsight, Outreach)
• On-site experience in a manufacturing workplace setting
• Experience in customer-facing roles or equivalent experience improving customer satisfaction, adoption, and retention in a Software as a Service (SaaS) environment

Who is VelocityEHS?
VelocityEHS is the largest and fastest-growing environmental, health, safety (EHS) and sustainability software company in the world. Relied on by more than 10 million users worldwide to drive operational excellence and achieve outstanding outcomes, VelocityEHS is the global leader in true SaaS enterprise EHS & ESG technology. The VelocityEHS Accelerate ® Platform is the definitive gold-standard, delivering best-in-class solutions for managing ESG, Safety, Industrial Ergonomics, Control of Work, Health, Operational Risk and Environmental Compliance.
Our customers include the world's most esteemed Fortune 1000 corporations. From manufacturing to food & beverage, from chemicals to pharmaceuticals, we've worked with them at every level, from the boardroom to the shop floor. We still operate with the same start-up mentality that has made us the leading cloud EHS company and offer each and every employee the opportunity to grow and reach their full potential.
What are the benefits and perks of working at VelocityEHS?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights for eligible employees, or you can review all our perks and benefits by visiting our career page!

• Generous time off programs
• Medical/dental coverage, retirement (with employer match)
• Parental leave plans for all family types
• Job shadowing programs and one-on-one coaching opportunities
• Tuition reimbursement for continuing education, advanced degrees, and certifications
• Remote-first and flexible work schedule to fit your family's needs
• Monthly stipend to make your home office more comfortable, productive, and successful
• Corporate wellness and personalized preventative mental health care programs
• Summer Fridays (Memorial Day through Labor Day enjoy a 6-hour workday every Friday)

VelocityEHS is committed to competitive, fair, and equitable compensation practices by offering market-based salary ranges. The expected salary range for this position is between $67,000 and $86,900 (United States) or $68,600 and $91,500 CAD (Canada). We aim to hire between the minimum and midpoint of the salary range and offers at the maximum of the range are uncommon. The final offered salary will be based on candidate's proficiency in skill set, prior relevant experience, internal equity, market considerations, and other factors. This role is eligible for our comprehensive benefits package.
We welcome and encourage diversity in the workplace. VelocityEHS is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous/Native American status, or disability. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting [email protected]
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. VelocityEHS does not accept unsolicited headhunters and agency resumes. VelocityEHS will not pay fees to any third-party agency or company that does not have a signed agreement with VelocityEHS.
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