Customer Success Manager

• the curiosity to want to learn as much as possible,
• the determination to not quit until the task is complete,
• the drive to be the best at what they do,
• the skills required to investigate complicated issues thoroughly,
• the experience to know how to proceed,
• the desire to document and share their findings with others,
• the flexibility to switch roles to adapt to the situation as needed,
• the ability to remain calm under pressure,
• the confidence to take charge and lead others,
• the humility to acknowledge that you do not know everything,
• the passion to always do their best

• Establish healthy business relationships with customers
• Work with customers to prevent churn
• Manage yearly renewals
• Identify customer needs and growth plans to help expand the customer footprint within Avolve Software product suite
• Escalate issues to internal stakeholders that may arise to get appropriate support to solve the customer’s problems
• Lead cross-functional initiatives to enhance the customer experience, resulting in higher satisfaction and loyalty
• Provide warm sales handoff leads from within customer organizations to the Sales team
• Conduct weekly/monthly/quarterly check-ins, as appropriate, to assess the overall health of the account and identify successes and potential red flags
• Work to delight our customers throughout their journey with Avolve Software so they become evangelist
• Provide strategic input into customer success processes and contribute ideas and key action for improvement

• Bachelor’s degree with strong academic performance or equivalent
• At least 2 years’ experience CX, Consulting, or similar customer facing roles
• Technical background or very strong technical aptitude with a desire to become a Avolve Software expert
• Excellent organizational skills, strong ability to manage multiple priorities effectively, and attention to detail
• Strong written and verbal communication skills, including the ability to deliver technical presentations to non-technical audiences
• Excellent problem-solving skills during stressful situations
• Ability to manage hard conversations
• Proficient in using various tools to manage customer relationships and ensure business continuity
• Demonstrated ability to work independently and lead initiatives

• Group Medical, Dental, Vision and Life insurance
• 401k
• Unlimited Vacation
• Paid Sick Leave & Holidays

• Pay Range: $85k-$95k annual salary plus bonus 
• Salary will be adjusted based on geographic location

Avolve is the global market leader in electronic plan review. We digitalize the review and approval of plans for permit applications, for both citizen and commercial planning developments. This enables government jurisdictions to improve efficiency and processes, as well as optimizing the experience for both permit applicants and plan reviewers.

We have over 300 customers globally and are expanding fast, because we have a suite of best-in-class solutions that offer choice to cities, counties, municipalities, and states.

It is an exciting time to join Avolve - we are expanding into new territories and have great vision for our technology solutions. As a team we take enormous pride in the quality of our work, and our people come to work because they enjoy being part of the Avolve family and helping our customers to create safe and thriving communities.