The Opportunity:

As a Customer Relationship Manager (CRM) at Flextrack you will be responsible for building and maintaining strong, long-lasting relationships with customers to ensure their satisfaction and success with our VMS product. The CRM will work closely with the operations, sales, customer support, and product teams to ensure that customers receive the highest level of service and are able to maximize the value of the software solutions we provide. This role requires a proactive approach to problem-solving, a deep understanding of customer needs, and a commitment to continuous improvement in customer experience.

Location:

We are seeking candidates located in the Eastern or Pacific time zone regions.

Day to day you will:

Guide new customers through the onboarding process, ensuring a smooth transition from sales to active users of the VMS platform.
Act as the primary point of contact for assigned customer accounts, managing their day-to-day needs and ensuring their long-term success.
Monitor customer health metrics, proactively identifying at-risk accounts and working to prevent churn through tailored engagement strategies.
Identify opportunities for customers to expand their use of the platform, introducing new features, products, or services that meet their evolving needs.
Regularly collect and analyze customer feedback, conveying key insights to internal teams to drive product improvements and innovation.
Address and resolve customer issues and concerns in a timely and effective manner, collaborating with technical support and product teams as needed.
Develop strong, trusted relationships with key stakeholders within customer organizations, positioning the company as a strategic partner.
Prepare and present regular reports on customer status, satisfaction, and account health to internal teams and senior management.
Continuously seek out and implement improvements to the customer relationship management process, ensuring best practices are followed.

It would be amazing if you have:

3 or more years of experience in customer relationship management, account management, or a similar role, preferably within the SaaS industry.
Proven track record of managing customer accounts and achieving high levels of customer satisfaction and retention.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
Strong problem-solving skills and the ability to think critically under pressure.
A results-driven mindset with a focus on customer success and business growth.
Ability to work independently as well as part of a cross-functional team.

The Company:

Flextrack is a cloud-based vendor management system (VMS) designed by expert contingent workforce practitioners and technologists that enables automation, control, and optimization of your changing workforce. We bring non-employee and employee data together to unlock the full potential of your strategic workforce and deliver our customers a tangible competitive advantage.