Principal Customer Success Manager
Checkr
- Denver, CO
- $137,669-186,259 per year
- Permanent
- Full-time
- Own navigating through key challenges and investigations and driving the long-term Functional/ Technical Solution Strategy for the customer along with the Customer Success Director
- Establish great working relationships with cross-functional peers to shape Checkr's products and services and resolve issues quickly and effectively
- Ability to demonstrate complex business problem-solving skills. Ability to break a problem down, work with internal and external stakeholders to simplify and find creative solutions
- Develop a deep understanding of Checkr products, processes, and end-to-end customer workflows to respond to customer inquiries in a timely and professional manner
- Diagnose and troubleshoot high-level technical issues by reviewing logs (or other methods) to ensure customer satisfaction
- Advanced program/project management skills along with detailed documentation (such as decision log) skills
- Ability to understand customer analytics requests, ask appropriate discovery questions, and present insights/outcomes in a business context along with opportunities for future improvements
- Establish a deep level of trust with customers to solidify existing strategic partnerships
- Team player who will work across the organization with Product Management and Engineering to continue improving the way we serve our customers
- Act as a strong voice and internal advocate for customers
- 5+ years of Customer Success experience managing large enterprise relationships with deep technical/product needs. You have served a $20M+ book of business with your company's largest strategic clients
- Technical background that enables you to rapidly understand the Background Check Industry and Checkr's software products
- Technical ability to understand customer workflow nuances and their impact
- Excellent written and verbal communication skills - able to simplify complex business problems in a digestible and approachable manner
- You are flexible and tenacious, fully capable of juggling and completing multiple priorities and projects (internally and externally) in a fast-paced environment
- Experience with common software applications i.e. Zendesk, Salesforce, Google Apps, etc., and the ability to conduct basic analytics using BI tools like Looker
- Experience in a B2B software technology company. HR tech industry experience a plus
- You enjoy planning, adjusting, executing, winning, and celebrating as a team
- You are willing to travel up to 20% as needed for customer-facing or internal team meetings