Customer Success Manager - English & Spanish
250 Executive Park Blvd, Suite 3400, San Francisco, CA 94134, United States
Who is Odoo?
Odoo provides a range of specialized and easy-to-use business applications that form a complete suite of tools to address any business need. We give millions of companies easy access to the software they need to optimize and expand their business. Odoo is the most installed business software in the world, used by over 4.4 million users worldwide ranging from startup companies to large enterprises. Odoo's cloud based platform is 3 times more affordable than traditional competitors like SAP and Microsoft.
Customer Success Account Manager Role
A sales job for smart people who care about customer satisfaction, and like software. You will be responsible for a portfolio of companies in North and South America. Your primary goal is to achieve sales targets by driving up customer retention and expansion. The clients this team handles can be as small as a proprietorship or as big as thousands of employees. Clients want to partner with Customer Success to strategically grow their company, and this team helps coordinate growing with Odoo.
Please note that this is an onsite role in San Francisco CA; remote candidates will not be considered.
We are hiring a Customer Success Manager to join the team! This role requires little to no travel.
Odoo is the world's top open-source ERP SaaS software and Customer Success is key to our future success! Customer Success Managers coordinate with various service teams to strategically find the best solutions for businesses that use our software.
As a CSM here at Odoo, you will help us achieve our mission of accelerating value for longstanding SMB customers spanning across North and South America.
Responsible for delivering on the customer’s overall success with Odoo and drive adoption of our solutions while delivering the highest levels of customer satisfaction across the North and South America regions
Able to manage complex account situations and lead resolution towards mutual success for SMEs and large enterprise clients as an account manager
Achieve sales and retention targets through your ability to build customer relationships, while ensuring the successful execution of the customer's strategy roadmap
Act as the main POC, defining a success plan with deliverables, and ensuring clear communication across the customers’ operational areas
Deliver exceptional customer experience through proactive communication while orchestrating the right internal resources, and effectively using the customer engagement model to align, track, and evolve the customer's business goals
Drive adoption of Odoo ERP solutions by referencing data insights to progress from baseline through the maturity curve of SMEs’ accounts
Foster innovation by sharing best practices and new ways your SaaS customers can leverage Odoo solutions to advance their digital maturity
Identify at-risk customer accounts and execute a retention plan which might involve negotiation, re-onboarding, customer service, sales quotes, license management, user subscriptions, and cross-team collaboration
Develop and execute all phases of a subscription renewal plan by ensuring on-time invoicing and onboarding all accounts to project managing potential development or functional improvements to databases
Monitor customer accounts’ usage of Odoo’s software apps and health indicators, such as by reviewing contracts and pricing to identify successful potential growth opportunities using change management and organization change knowledge
Contribute to ongoing initiatives to continuously improve our approach to securing customer success
Qualifications and Requirements:
Bachelors is required - Business-oriented major is a strong plus
Accounting, manufacturing, inventory, CRM, POS, and/or E-commerce software or industry experience as well as Microsoft Excel and Google Sheets highly valued
Spanish and English fluency required - Executive-level communication and presentation skills, both written and verbal, especially when it comes to software sales discussions
SaaS or Paas pre/post sales experience or relevant knowledge - Understand the value prop of an ERP software to businesses
Demonstrate an understanding of a customer’s renewal life-cycle, and have a passion for customer success!
Previous role providing or great aptitude with coordination and keeping organized
Strategic planning support when it comes to the Saas client’s business strategy
Compensation and Perks:
Compensation includes base salary and commission
Benefits package: healthcare, dental, vision, life insurance, Flexible Spending Account, Health Savings Account, and savings on additional voluntarily selected benefits
PTO (Paid-time-off), paid sick days, and paid holidays
Pre-tax commuter benefits such as parking and transit
Snacks, fruit, and coffee/drinks on tap!
Yoga classes on-site and other activities possibly expensed if multiple employees attend, especially sports-focused activities
Evolve in a nice working atmosphere with a passionate team!
Customer retention & expansion
Achieve monthly targets
North and/or South America
A lot to learn
Master the product/problem solver
Deal with various industries
What's great in the job?
- The main sales driver is your ability to solve problems and satisfy customers
- You sell management software to directors of SMBs: interesting projects and people
- Large apps scope: CRM, MRP, Accounting, Inventory, HR, Project Mgmt, etc...
- Direct coordination with functional consultants for qualification and follow-ups
- High commissions for good performers
Healthcare, dental, vision, life insurance, FSA, HSA, and other voluntary benefits to choose
Vacation, Sick, and Holiday paid leaves
Save on commute
Brand-name product and services in categories like travel, electronics, health, fitness, cellular, and more
Right off Highway 101, free employee parking, and walking distance from MUNI / Free Shuttle (stops at Caltrain/Bart).
Monthly Dinners, Monthly Lunch Mixers, Monthly Happy Hour, Annual event(s)
Weekly yoga classes in-office. Play any sport with enough colleagues and the bill is covered.
Eat & Drink
Peet's and Philz coffee provided all day on demand and pantry snacks