Customer Success Manager

Customer Success Manager - Biscom, Inc.

Westford MA

Biscom is an enterprise software company located in Westford, MA, providing a secure file transfer platform for its clients. Biscom focuses on transforming the way companies share information by providing a fast, reliable, and secure document delivery solution. In 1986, Biscom introduced the world's first network-based computer fax server. Today, the company has evolved from its humble beginnings into a leading secure communication and messaging platform that powers the most complex requirements in industries, including healthcare and financial services, where security and speed matters most. As part of a recent investment by ParkerGale Capital at the tail end of 2021, the company is preparing to undergo a period of transformation and growth in 2022 and beyond.

Why We Need You - The Mission

Reporting to our Director of Customer Success, Customer Success Managers are the engine that drives revenue by managing all satisfaction, retention, and revenue expansion activities with our existing customers. The Customer Success Manager is responsible for day-to-day management of a defined book of accounts, including new customer onboarding, quarterly business reviews (QBR) and annual contract negotiations. The ideal candidate is an expert at developing relationships to understand customer needs, setting mutual action plans and delivering on project goals. He or she must have strong time management skills and work well under pressure in a fast-paced environment.

What You'll Accomplish - Your Performance Objectives

In your first 30 days, onboard, get up to speed, and complete our training program to demonstrate your knowledge of our product, customers, and the pain we help solve

o Connect with members of our Customer Success, Marketing, Product, and Technology teams to understand our offerings and why our customers value them

o Learn our Customer Success process, methodology and guidelines

o Get acquainted with our messaging and competitive positioning, including listening to call recordings, "riding along" with other CSMs and leading mock calls

o Ramp up on our CRM, meeting cadence, and CSM methodology; begin renewals planning and forecast/pipeline reporting

In your first 45 days, begin working with your book of accounts to develop relationships, provide retention/growth forecasts, and seek opportunities to provide additional value

o Understand Biscom's product offerings and competitive landscape; strive to know the business problems we solve to exceed customer expectations

o Gain awareness on your book of business and begin conducting outreach to establish relationships with customers

o Begin to develop a forward-looking revenue forecast with weekly reporting on your quarterly pipeline

o Implement our processes for QBRs and On-Time Renewals (presentation, proposal development, negotiation and closing)

In your first 60 days, take ownership of your book of accounts and implement a proactive account management approach to delight customers and exceed annual revenue goals.

o Build strong relationships with customers to expand their usage of workflow and protect the company from competitive threats

o Analyze performance metrics in your individual Success Dashboard to monitor customer health, drive expanded use of automation, increase opportunity momentum, and proactively prevent churn

o Serve as liaison between the customer and Product/Marketing by submitting product feedback and making introductions for Voice of Customer stories

Within 6 months, fully ramp + regularly achieve/exceed your retention/growth quota and help us continue to build a high-performing Customer Success team inside of Biscom

o Display mastery of our process and methodology, including a high accuracy quarterly forecast

o Contribute to the continuous improvement of our team and playbook

o Attend user group meetings, tradeshows and deliver presentations of the company and products at conferences, customer sites and exhibitions

Who We're Looking For - The Personal Competencies That Matter

Customer-First Mindset - Make no mistake about it, this is a customer-facing role that will be responsible for a large percentage revenue base. You need to think like an expert. We'll expect you to quickly ramp up and become a go-to resource.

Presentation, communication, and relationship-building skills - Introverted or extroverted, we can trust you to tell the Biscom story, understand our clients' business and pain points, and create compelling matches between their needs and our products. You can quickly build rapport, trust, and credibility with new prospects

A great teammate - You know you can't do it by yourself. You'll be an important conduit for feedback from our customers, and you can show us that you can not only listen to that feedback, but proactively share it with the other leaders on our team so we can build better products and sell + market them more effectively. You also lean in to help whenever you can - sales, marketing, product. You're there to make the whole team better.

Accountable - You do what you say you will and aren't afraid to own your mistakes. You take the lead but are willing to ask for help. You aren't afraid to commit to deadlines and will go the extra mile to make sure you deliver on what you've signed up for.

How We Work - Our Core Values

Biscom is a team sport: Work ethic, cooperation and collaboration drive our success over individual contributions, siloed thinking, heroics or title.

Courage with kindness: We do the right thing even when it's not easy, we are missing data, convenience or consensus. We hold each other accountable daily. We have difficult conversations timely and out in the open. While debating approaches, we will disagree without being disagreeable, committed to the team decision. While acting courageously, we will treat everyone with kindness and respect.

We don't play business, we do business together: With customer success as our north star, we rally around pragmatism, incremental continuous delivery, accuracy and ingenuity to create scalable, and cost-effective solutions. Dogma, academic theory, buzzwords or precision will not distract us from running and scaling Biscom because of our collective wisdom, judgment and sense of humor will prevail.