Associate Customer Success Manager

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About the Opportunity

The organization believes customer engagement is the core of every global brand. The mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. The company hires innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for customers. The commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities.

Overview of Job Function

The Associate Customer Success Manager (CSM) serves as a customer and company advocate. The role displays customer service skills, striving to become a trusted advisor to the customer. The CSM is passionate about the product, engaging customers, ensuring their happiness, and showing the value of the overall solution. The CSM will be responsible for learning the product solutions and applying this knowledge in all aspects of the job.

Principal Duties and Essential Responsibilities

• Assist in delivering value to customers by understanding customer outcomes, business challenges, key KPIs, and providing recommendations.
• Support creating and delivering a success roadmap that aligns with each customer's unique business goals and objectives.
• Help drive product adoption, education, and usage across the portfolio to deliver meaningful business outcomes that ensure all contacts are evangelists.
• Collaborate with customers to increase their usage and adoption of solutions to ensure they achieve their desired outcomes.
• Learn and become a subject matter expert on assigned product solutions so that you can speak and demonstrate intelligently about the product's value and usage.
• Assist in the ongoing assessment of the business value being delivered and acknowledged by the client that can be leveraged for renewals and business growth discussions.
• Identify Expansion Opportunities to drive revenue growth.
• Work with the customers to: Increase usage and adoption, ensure retention, and create an environment of customer delight.
• Evaluate the health scores of customers using tools like Totango and assign a health score to each customer. Document the rationale for each health score assigned.
• Bring intelligent product feedback and recommendations from customers back to the product team.
• Advocate customer needs/issues cross-departmentally.
• Act as one of the functions echoing the voice of the customer within the organization, ensuring that customer feedback and needs are effectively communicated within the organization.

Minimum Requirements

• Bachelor’s degree or equivalent experience
• Minimum of 0-3 years of experience in a customer-facing role focused on Customer Success
• Proficiency in quickly learning and understanding software, with the ability to effectively communicate and demonstrate their capabilities, whether in a presentation format or through direct demonstrations in a lab environment
• A “do what it takes” mentality
• A strong sense of urgency to perform actions quickly
• Detail-oriented
• Strong team player but a self-starter that can operate independently
• Proficiency in multitasking, such as handling escalation calls in the morning, conducting best practices calls during mid-day, facilitating onboarding meetings in the afternoon, etc.
• Ability to effectively and successfully handle customer service issues and conflict situations
• Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations

Preferred Requirements

• Proven ability to support continuous value of the product(s), with a passion for customers to help them succeed
• Prior experience in closing renewals and/or professional services opportunities
• Experience managing customers of various sizes and knowing how/why to manage them differently
• Experience with Totango or other success platforms
• Experience in a CCaaS or CX Automation environment
• Experience with the organization's products

Additional Information

Benefits:

The team is recognized for their passion and innovation.

There is an innovative product culture and project exposure.

Training and development from industry-leading experts are provided.

Cutting edge benefit programs include: 401(k) with company matching; medical, dental, and vision insurance; disability and life insurance; flexible PTO; paid holidays and parental leave; tuition reimbursement and more.

Market competitive pay and benefits are offered based upon the candidate’s skills, experience, and qualifications. The starting rate of pay for this salaried position is targeted at $100,000.

Team members are: Open, Clear, Ambitious, Accountable, Collaborative, Consistent.

Workplace diversity and ensuring an environment of mutual respect are highly valued. Diversity and inclusion are critical to success. The commitment is to continue to keep people healthy, focused, and inspire creativity. Team members are offered comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced work-life to achieve personal and professional success. As an Innovator with Purpose, individuals will feel motivated and genuinely excited to come to work.

The organization celebrates and fosters a culture that thrives on diversity. It is an Equal Opportunity Employer that prohibits discrimination and harassment of any kind. Employees are provided with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, parental status, or any other status protected by the laws or regulations in the locations where the organization operates. The organization celebrates the many nationalities of team members that contribute to its success.

Diversity comes in many forms. To foster an inclusive hiring experience, any applicants who qualify under the Americans with Disabilities Act, as amended, or applicable state law, who are unable to comply with the organization’s application process due to their disability may be eligible for a reasonable accommodation.

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.