Customer Success Manager

Build your future with Sovos.If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.The Work You'll DoAs the Customer Success Manager, you will report to the Team Lead, Customer Success, and will be responsible for managing customer relationships through escalation scenarios by delivering high levels of project management, business value and cultivating deep customer relationships. This role will be responsible for all aspects of risk mitigation. You will develop and execute open items trackers to drive efficient risk resolutions and overall customer satisfaction of your customers, resulting in customers for life!More Specifically, You WillAct as an extension of the customer, being a proactive advocate within Sovos and the customer to help mitigate risk and escalationClosely manage and nurture accounts during escalations to identify and eliminate risk of attritionPartner with internal Sovos stakeholders to align account activities with the customer's business case and strategyIdentify renewal risk and collaborate with internal teams to remediate and ensure successful renewalsEnsure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and servicesUtilize risk case completion notes templates and open items trackers to maintain consistency and accuracyProvide timely and accurate updates to customers until cases are completedWhat We Need From You2+ years of customer success, account management, or sales experience in SaaS or similar industryExcellent English written and verbal communication skills, including issue tracking, triaging and crisis management; Portuguese is a plusAbility to efficiently manage multiple customer projects simultaneouslyStrong skills in communicating with internal and external customers and all levels of managementAbility to effectively communicate technical information to non-technical audiencesExperience communicating difficult/sensitive information tactfullyDemonstrated ability to continually seek opportunities to increase customer satisfaction and deepen client relationshipsProven track record of managing client expectations effectivelyGeneral knowledge of tax reporting and compliance (preferred)Experience with CSM technologies such as Salesforce, Gainsight etc. (preferred)Experience in any of the following areas is a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing StandardsWhat Does Sovos Offer You?The tools to enhance your life - because we want you to enjoy your life outside of work and inside!Flexible Time-OffComprehensive Health benefitsMeal Vouchers to assist with food expensesBi-Weekly Meeting Free DaysMentoring ProgramsGlobally recognized Training and Development programsVirtual English Club through Rosetta Stone, and more!Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.Company BackgroundSovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter .