Client Success Manager

Summary

Join ButterflyMX as a Client Success Manager and own the client lifecycle, from onboarding to ongoing support. You will be responsible for articulating the value of ButterflyMX intercom systems, resolving customer inquiries, and partnering with sales and support teams. This role requires strong communication, organization, and collaboration skills. You will work cross-functionally with product and engineering teams, advocate for clients, and maintain client contacts in Salesforce and Vitally. The ideal candidate has 3+ years of experience in customer success or a related field, exceptional communication skills, and a bachelor's degree. ButterflyMX offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) plan, paid time off, and paid family leave.

Requirements

• 3+ years in a Customer Success, Customer Relationship, Operations experience
• Exceptional communication and interpersonal skills
• Quick learner with an intuitive mindset and excellent problem-solving skills
• Analytical capabilities needed to understand client needs and develop relevant account strategies
• Highly motivated self-starter who works effectively in a team-based environment as well as independently
• Desire and flexibility to learn and grow in a fast pace and growing environment
• You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders
• Bachelor's degree required

Responsibilities

• Own the entire client relationship lifecycle from onboarding to ongoing support
• Articulate the value proposition of the ButterflyMX intercom system to new property management representatives and their tenants
• Develop a strong understanding of our software and hardware products and be able to communicate complex technical situations in a client-friendly way
• Proactively and efficiently resolve customer inquiries using multiple channels of communication: phone, email, and ticketing platforms such as ServiceCloud or Vitally
• Partner with the ButterflyMX Sales and Support teams as the lead client contact to identify, address, and resolve or escalate issues
• Maintain and update property management contact(s) for billing, training, installations and support in SalesForce and Vitally
• Proactively identify accounts risks and develop mitigation plans to resolve
• Work cross-functionally with Product and Engineering teams to support new product launches and drive customer issues to resolution. Participate in testing new and updated features and provide feedback
• Work with the ButterflyMX management team to deepen relationships, understand long term client needs, and renew business
• Work closely with internal teams to advocate for clients and share knowledge across the organization
• Collaborate effectively across all teams, creating an atmosphere of trust and open communication

Benefits

• Comprehensive Medical (ButterflyMX covers 90% of the cost), Dental, and Vision plans (ButterflyMX covers 100% of the cost) starting day 1
• 401(k) plan with a match
• 13 paid holidays, 25 PTO days
• Paid Family Leave
• Employee Assistance Program
• Quarterly self-care stipends
• Access to optional benefits including pre-tax flexible healthcare spending accounts (FSA and HSA), Dependent Care FSA, and Commuter Benefits, as well as optional Supplemental Life, AD&D, Hospital Indemnity, Disability, Legal, Accident, Critical Illness, Pet, and Personal Liability Insurance