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Customer Success Manager

Customer Care | New York, NY | Full Time

Job Description

About Everplans

Everplans is the leading life and legacy planning platform designed to help people get together the most important information, documents and wishes that their families need in one place in case something were to happen to them. Everplans is used by hundreds of financial services firms across the country to deepen their relationships with clients and conduct multi-generational planning.

Everplans cares deeply about our users and customers and about designing and building great, innovative tools so that we can make their lives easier.  

About the Position

The Customer Success Manager is a motivated, patient, proactive, and tech-savvy person who will become the main point of contact with Pro customers (specifically Financial Advisors, RIAs, and Broker-Dealers) and their clients after hand-off from the sales department. This person will ensure a smooth on-boarding process, as well as customer renewal and engagement, by tackling problems, providing support, and always be looking to improve and expand our customer success process. The Customer Success Manager will also contribute to additional revenue opportunities with our clients through renewals and up-selling.

Applicants must include a cover letter expressing why Everplans is the place for them and be able to demonstrate a deep understanding of our product. Applications without cover letters will not be considered. 

 

Responsibilities:

  • Onboarding: Train customers on how to use the Everplans pro dashboard whether via face-to-face meetings, phone conversations or webinars) 

  • Support: Handle incoming requests using live chat, a help desk ticketing CRM, and phone support with efficiency and clarity.

  • Engagement: Use data to track customer behavior and drive usage and expose new areas for growth

  • Maintain ongoing contact with customers to drive engagement and and work hard to meet renewal and up-sell goals

  • Work with Product, Marketing, and Sales teams to understand key product benefits and functionality

  • Create collateral (package articles, guides, and other resources) for use with customers and end-clients

  • Assist the technology team in running thorough QA for use-case scenario test scripts

  • Ensure FAQs are always accurate and up-to-date

  • Provide the best customer experience we possibly can to our customers
     

The ideal candidate has:

  • Experience selling technology services to Financial Advisors and similar

  • Experience with Practice Management of Financial Advisors 

 

Requirements:

  • 3+ years experience in an online or SaaS FinTech customer success role working with clients in-person, via email, phone and/or live chat.

  • A genuine desire to provide the world's best customer service

  • Exceptional interpersonal and communication skills and the ability to form strong relationships with clients at all levels of organizations

  • Experience working with mid-sized and enterprise level clients in financial services (RIAs, Broker-Dealers) or related industries 

  • Analytical, detail-oriented thinker with the ability to self prioritize projects to meet deadlines.

  • Fast learner with strong technical capabilities

  • Experience with Salesforce (or other CRM tool) and Help Desk systems such as ZenDesk, GetSatisfaction or Desk.com

  • Experience with QA testing

  • Facility with data and analytics to digest and report on client usage 

  • Willingness to travel

Our offices are located in the Union Square/Flatiron area. The position includes full benefits (medical/dental/vision/401K), equity and competitive compensation.