- Guide new users through the onboarding process to ensure a smooth, successful implementation.
- Educate customers on product features, best practices, and new functionalities to drive adoption and utilization.
- Build and maintain strong, long-lasting relationships with standard customers and enterprise customers, serving as their primary point of contact.
- Act as a trusted advisor for BizEquity users, understanding the customer’s business needs, challenges, and goals, and how the BizEquity platform helps address and realize them.
- Proactively engage with customers to assess their health, identify potential churn risks, and implement proactive, preventative measures as needed.
- Conduct regular check-ins and meetings to demonstrate the ROI of BizEquity to customers and the value they receive.
- Identify and address customer pain points, provide solutions, and escalate issues to the appropriate internal teams when necessary.
- Collaborate with the sales team to ensure seamless transitions throughout the customer journey.
- Act as an internal advocate for the customer, providing feedback to product, tech, and marketing teams to influence the product roadmap and improve the overall customer experience.
- Encourage participation from our power users in case studies, testimonials, and referral programs.
- Identify opportunities for expansion and upsell opportunities within existing accounts
- Maintain a deep understanding of BizEquity's product, its features, and its value proposition.
Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
- 3+ years of experience in Customer Success, Account Management, or a client-facing role, preferably within a SaaS or technology (experience in the Fintech, Wealthtech, and/or Financial Services industry is a plus).
- Excellent communication (written and verbal), presentation, and interpersonal skills.
- Proven track record of building and maintaining strong customer relationships.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
- Proficiency with CRM software (e.g., HubSpot, Salesforce).
- Experience with Customer Success platforms (e.g., Gainsight, ChurnZero) is a plus.Self-motivated, proactive, and results-oriented with a strong customer focus.
- Ability to work independently and as part of a collaborative team.
What We Offer:
- Competitive compensation, including base salary and incentive bonus
- Healthcare, dental, and vision coverage
- Flexible time off policy
- Hybrid work environment based in Philadelphia
- Opportunity to join a passionate, collaborative team in a high-growth SaaS company
- Meaningful ownership and the chance to make a visible impact on the customer experience
The Nation’s Premier Print and Digital Publisher of Local Business News
American City Business Journals is a multi-platform media company providing in-depth coverage of local business communities and breaking news. Through print, digital products and face-to-face events, ACBJ offers business leaders many avenues for making connections and gives them a competitive edge locally, regionally and nationally. ACBJ is the premier media solutions platform for companies that target business decision-makers.
In addition to its business newspapers, American City operates BizEquity. This online business valuation platform helps financial professionals create more valuable relationships with business owners.
American City also publishes specialty publications, which include a high-tech business newspaper, a law journal, and Hemmings Motor News.
American City is a unit of Advance, whose exceptional portfolio includes Condé Nast, Advance Local, Leaders Group, Stage Entertainment, Turnitin, 1010data, and POP. Advance is also among the largest shareholders in Charter Communications, Discovery and Reddit.
