Please direct your responses to: mike@fowlerplacement.com
Come join this expanding software company that is exploding with growth! The company continues to receive accolades and has been rated as one of the fastest growing companies in their space. We are currently seeking a talented and highly motivated candidate with SAAS software customer success and/or account management experience for this exciting opportunity:
Position: Customer Success Manager
Location: Bay area, California or Austin, Texas areas
Position description:
Reporting to the Director of Customer Success, the Customer Success Manager's role is critical to the success and expansion of our team. This role is a hybrid of program management, sales support, and systems administration. As Customer Success Coach (CSC) for small business customers, you will have the exciting opportunity to create and implement multiple customer-facing programs to help guide customers on their post-implementation success journey. Internally, you will provide thought leadership around the customer success journey.
You will be a power user of Salesforce.com and Gainsight, and be responsible for helping the company leverage customer intelligence and automation to proactively manage retention, and grow the lifetime value of customers. You will be responsible for the company getting the highest possible return on investment from Gainsight software. The ideal candidate will have a combination of domain expertise, marketing skills, system skills, reporting and analytics skills, and project management experience, and be driven to create programs that help Customer Success team achieve the highest levels of success for our customers.
Position responsibilities:
• Develop and deliver content (webinars, videos, presentations, etc.) and customer communications for the company's success coaching program
• Leverage the company's product and platform expertise to engage remotely with small business customers, evangelizing the capabilities of the company
• Administer Gainsight; develop and drive adoption of dashboards, reporting and analytics; design and conduct surveys
• Collaborate with Salesforce administrator to track, report on, and analyze customer success coaching
• Collaborate with Customer Marketing to develop programs to increase customer advocacy, and help manage customer reference programs
• Contribute internally to the CS team by sharing knowledge and best practices, serving as subject matter expert for the customer experience, and developing success plays and plans to be leveraged in conversations with customers
Required/desired experience and skills:
• BA/BS degree (MBA or CPA preferred)
• Minimum 4-6 years relevant work experience with SAAS product offerings
• Expertise and experience in customer success and/or customer marketing
• Proven experience in delivering presentations and webinars
• Systems proficiency; advanced SFDC and MS Office skills; Gainsight experience a plus
• Strong program/project management capabilities
• Ability to engage across multiple departments and functions including Marketing, Customer Support, Product Management, Engineering, and Professional Services
• Excellent interpersonal and communication skills
For consideration send cover letter and resume referencing job#CUS500 to mike@fowlerplacement.com
Posted by: KIT List Jobs <jobposting2@kitlist.org>
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