Join our team as our next Client Success Manager (remote), Read more and apply below
Founded in 2017 in Akron, Ohio, Fontus Blue Inc. is a profitable and growing SaaS company focused on helping water treatment plant operators and managers find optimal ways of running their facilities to Make Exceptional Drinking Water for the Public (our mission). Decision BlueⓇ and Virtual JarⓇ our AI-powered, cloud-hosted water quality software and our outstanding client support are winning new clients across the U.S. We are passionate about water and about providing our clients with world-class support. We are a little nerdy and a lot of fun.
An early-career B.S. or M.S.-trained individual with some experience in, or familiarity with, the water industry, water treatment, or water resources. You desire to join a high-performing team of motivated self-starters who support each other and work together to thrill their clients. You are outgoing, positive and enjoy interacting with clients with a wide range of backgrounds - from senior engineering directors to entry-level hourly operators. You are at home in a digital work environment where most team and client interactions are via Zoom, Google Meet (or.. when absolutely necessary: MS Teams!). You enjoy being a resource for others to count on through various means of support (client training, support meetings, product presentation) and you naturally relate to a wide variety of personalities. You enjoy being client facing as a big part of your work. You are adaptable and flexible and can juggle multiple projects and tasks with grace. You are an excellent teacher, and can explain technical concepts in a way that is understandable to a wide range of audiences. You are also a good listener, and can pick up on key issues and concerns (even when they are not directly articulated!) You have a growth mindset and are open to differing perspectives, opinions, and backgrounds.
Ensure clients understand the Decision BlueⓇ and Virtual JarⓇ software functionalities and can utilize them effectively.
Utilize data to measure success, track progress, and demonstrate the software's impact on client outcomes.
Understand client pain points and goals, offering strategic guidance and recommendations and connecting them to subject matter experts in a timely manner for technical support.
Help clients understand their water quality data, identify trends, and gain operational insights.
Meet and exceed expectations for client retention.
Travel to team functions and industry conferences and trade shows.
Onboarding & Training: Facilitate a smooth client onboarding experience and provide comprehensive training on using the Decision BlueⓇ platform effectively.
Relationship Building: Cultivate strong, trusting relationships with clients through regular communication, active listening, and responsiveness.
Success Plan Development & Execution: Collaborate with clients to define success metrics, create tailored plans, and track progress towards goals.
Proactive Support & Engagement: Monitor client activity, identify potential roadblocks, and proactively offer support and guidance.
Product Adoption & Usage: Drive product adoption by demonstrating its value, recommending relevant features, and addressing usability concerns.
Data Analysis & Reporting: Analyze client usage data, identify trends, and measure the impact of initiatives to inform future improvements.
Escalation Management: Address complex client issues, escalate problems as needed, and work cross-functionally to find solutions.
Feedback & Advocacy: Gather client feedback, advocate for their needs internally, and contribute to product development roadmaps.
Base salary of $65K-$75K
Team-wide performance-based bonus plan
Excellent Medical, Dental, and Vision insurance (100% covered for employee and 50% covered for spouse or dependent), Short and Long term disability insurance 100% covered
15 days PTO per year, 8 paid Holidays
Home office/IT expense account
Self-motivated to succeed and work remotely with 100% effectiveness and minimal supervision.
Excellent oral and written communication skills, personal awareness, integrity and professionalism.
Proven problem-solving and analytical skills to interpret a wide variety of data and understand and interpret statistical analyses and visual representations of complex data.
A bachelor’s degree in a STEM field is preferred.
Technical aptitude.
Past work experience with customer/client support preferred but not required.
Past work or educational experience in drinking water quality or treatment preferred but not required.
Exceptional ability to communicate and foster positive business relationships.
Math skills equivalent to Algebra 2 or higher.
Competent in using advanced features of MS Office software, troubleshooting, and data management.
Accountability and personal organization.
Ability to train clients according to company standards and processes.
Adaptability and flexibility.
Bilingual in Spanish is a plus but not required.
In your cover letter please make sure to address the following:
What relevant work experience you have that will lend itself to success in this position.
Unique skills, experiences, or characteristics you believe would contribute to the success of the role.
Any prior remote work experience you have had and how you exhibited team collaboration and effective communication in that environment.
The location where you would work if offered this position.How you learned about this position.
Anything else you believe to be relevant and important for us to know in consideration of your application.
We will not consider resumes that are not accompanied by a cover letter or e-mail that addresses at least these points.
Please send a resume and cover letter, in PDF format no later than February 29, 2024 to careers@fontusblue.com with “Client Success Manager <First name Last Name>” in the subject line.
Do not contact Fontus Blue by phone or mail, please, and no recruiters.
