K1 Investments LLC Customer Success Manager in Portland, Oregon

RFPIO, the leader in cloud-based RFP (Request for Proposal) response software, is seeking Customer Success Manager candidates for our fast-growing business. We are looking for sharp, driven people who have a passion for technology and working with people to solve problems.

Customer Success Managers are actively involved with customers to build relationships, promote adoption, address issues, identify new business opportunities, negotiate contract terms, and for ongoing promotion of the value of our solutions. A Customer Success Manager oversees the relationship with RFPIO’s customers for the duration of their contract(s).

Customer Success Managers are considered by our customers as their primary point-of-contact and trusted adviser to facilitate success with our software solutions to positively impact the value we bring to their business. This position advocates the needs of the customer to all RFPIO’s teams.

Responsibilities

  • Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training and product development.

  • Identify, develop and share best practices that enable RFPIO customers to achieve their business goals and objectives by fully leveraging the solutions they own.

  • Participate in the development and continuous iteration of customer health metrics.

  • Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, and throughout the customers’ journey

  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value.

  • Educate customers on new features and releases.

  • Conduct periodic customer executive business reviews and health checks.

  • Provide management of issue escalations for the customer.

Qualifications

  • Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization

  • Ability to multi-task, prioritize, and scale

  • Fanatical about customer success and driving customer value

  • Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback

  • Strong presentation, excellent verbal and written communication skills

  • Flexible, adaptable team player with strong interpersonal skills

  • 2-5 years of CSM, sales account management or customer-facing related experience

  • Experience with Netsuite or other CRM and analytics platforms

  • Bachelor’s degree preferred

About RFPIO:

RFPIO’s cloud-based software helps streamline proposal management efforts in the RFP response process. Leveraging the industry’s first artificial intelligence (AI) enabled solution, RFPIO is changing the way organizations fulfill business proposals including RFx (RFP, RFI, etc.), security questionnaires and statements of work (SOW).

The mission critical, easy-to-use and feature-rich platform optimizes the proposal response process through patented import technology, collaboration, centralized content, integrations and reporting.

Built by a team that knows RFP response, RFPIO is an easy-to-use solution that makes organizations more effective. The company now has hundreds of customers, including fortune enterprises like Adobe, LinkedIn, Siemens, and Google.