Job Summary Our sister company, GrazeCart is growing its’ team! We are hiring a Customer Success Manager to partner with clients to drive adoption, manage business processes, and grow our business. This role is a balance of individual work within a highly collaborative team. You will be working directly with clients to maintain and grow existing relationships and will identify expansion opportunities to achieve negative net churn.
What is GrazeCart? GrazeCart offers a custom developed website and e-commerce solution built by farmers for farmers. Every aspect of the tool has been specifically tailored to meet the unique needs faced by small farms.
A couple of things to note about us: 1. We prioritize people and believe they are the greatest assets to any business. 2. We believe our work is making a real difference in the world. 3. We move fast (you’ll grow a ton). 4. The team is amazing and full of young energy. 5. For the right person, this is a once in a lifetime opportunity.
If you’re a natural problem-solver and someone who is driven by customer happiness and success, then this role is made for you.
Measurable Areas of Effectiveness:
Customer Satisfaction: • Ensure that a service culture is exemplified and maintained among yourself and all team members. (Measured by customer feedback, and company NPS score).
First Response Time: • Ensure that client support tickets are addressed promptly. (Measured by first response time report in company CRM).
Sustainable Service: • Support is one of the most costly departments of any SaaS business and therefore needs to be managed holistically to ensure it does not unsustainably drain company resources. (Measured by monthly ticket to client ratio).
What You’ll Do: • Onboarding new clients and answering their questions on how to use GrazeCart effectively. • Identifying opportunities for customer service efficiency, by expanding areas for more self-serve support (documentation, videos, onboarding tweaks, etc.). • Identify areas for account expansion (upgrades) and revenue creation within our customer base. • Clearly communicating the benefits of new product features and ensuring customers promptly adopt them. • Quickly identify gaps in our product that impact the success of our customers. • Proactively talking with customers to ensure that they get the most value out of your service.
• Developing and nurturing customers into advocates to increase brand awareness and build a sense of community. • Analyzing data and results to guide product and customer success improvements. • Meet and maintain personal/team goals and benchmarks, (e.g. efficiency targets, customer satisfaction, first response time, etc.)
Must Haves: • Strong communication skills & a track record of being a friendly/bubbly person! :) • Tech-savvy and have experience implementing software on an account per account basis. • Typing skills of at least 45 words/minute. • Willingness to report and take responsibility for oversights and snafus. • A learning spirit. This position will require proficiency in several customer support and order management systems. • Ability to multi-task, prioritize, and manage time effectively.
Nice to Haves: • 1-2 years of professional experience in Customer Success or Account Management. • A great track record of expanding revenue and mitigating customer churn. • Experience working with customer communication tools like Intercom or Zendesk.
Expected Hours & Location
• 10-20 hours/week. • Our office is located in Roanoke, IN; however, we are open to considering candidates who would require working remotely.
Sep 19, 2019
Part time
Job Summary Our sister company, GrazeCart is growing its’ team! We are hiring a Customer Success Manager to partner with clients to drive adoption, manage business processes, and grow our business. This role is a balance of individual work within a highly collaborative team. You will be working directly with clients to maintain and grow existing relationships and will identify expansion opportunities to achieve negative net churn.
What is GrazeCart? GrazeCart offers a custom developed website and e-commerce solution built by farmers for farmers. Every aspect of the tool has been specifically tailored to meet the unique needs faced by small farms.
A couple of things to note about us: 1. We prioritize people and believe they are the greatest assets to any business. 2. We believe our work is making a real difference in the world. 3. We move fast (you’ll grow a ton). 4. The team is amazing and full of young energy. 5. For the right person, this is a once in a lifetime opportunity.
If you’re a natural problem-solver and someone who is driven by customer happiness and success, then this role is made for you.
Measurable Areas of Effectiveness:
Customer Satisfaction: • Ensure that a service culture is exemplified and maintained among yourself and all team members. (Measured by customer feedback, and company NPS score).
First Response Time: • Ensure that client support tickets are addressed promptly. (Measured by first response time report in company CRM).
Sustainable Service: • Support is one of the most costly departments of any SaaS business and therefore needs to be managed holistically to ensure it does not unsustainably drain company resources. (Measured by monthly ticket to client ratio).
What You’ll Do: • Onboarding new clients and answering their questions on how to use GrazeCart effectively. • Identifying opportunities for customer service efficiency, by expanding areas for more self-serve support (documentation, videos, onboarding tweaks, etc.). • Identify areas for account expansion (upgrades) and revenue creation within our customer base. • Clearly communicating the benefits of new product features and ensuring customers promptly adopt them. • Quickly identify gaps in our product that impact the success of our customers. • Proactively talking with customers to ensure that they get the most value out of your service.
• Developing and nurturing customers into advocates to increase brand awareness and build a sense of community. • Analyzing data and results to guide product and customer success improvements. • Meet and maintain personal/team goals and benchmarks, (e.g. efficiency targets, customer satisfaction, first response time, etc.)
Must Haves: • Strong communication skills & a track record of being a friendly/bubbly person! :) • Tech-savvy and have experience implementing software on an account per account basis. • Typing skills of at least 45 words/minute. • Willingness to report and take responsibility for oversights and snafus. • A learning spirit. This position will require proficiency in several customer support and order management systems. • Ability to multi-task, prioritize, and manage time effectively.
Nice to Haves: • 1-2 years of professional experience in Customer Success or Account Management. • A great track record of expanding revenue and mitigating customer churn. • Experience working with customer communication tools like Intercom or Zendesk.
Expected Hours & Location
• 10-20 hours/week. • Our office is located in Roanoke, IN; however, we are open to considering candidates who would require working remotely.
WE ARE A TRANSFORMATIONAL PARTNER
We marry design and engineering language in ways that produce impactful and memorable experience journeys. We partner all the way to continuously improve our clients’ digital maturity. Our Studio network brings the optimal combination of skill, scale, and cost for each stage of the product development lifecycle. And to do this we need great transformational people that want to impact the projects and organizations that they work with.
We are looking for an exceptional Client Success Manager to work with our cross-functional team and join our world-class community of talented experts.
Be responsible for growing business at the existed client and identifying new business
Build strong client relationships by understanding the clients’ needs, technology, challenges, growth, and industry
He/she contributes to key business outcomes such as client retention, client satisfaction, enhancing SoftVision’s value and brand to our clients, achieving operating/margin targets and fostering a culture of performance and continuous improvement.
Develop trust and priorities, and KPIs which deliver business results
Create a business forecast and sales reports
Required Skills
5+ years of total experience
2+ years of experience of at technology consulting firms or similar environment
Tech Savvy, understand SDLC and different technology
Ability to drive new business opportunities at the existed client to increase revenue
Excellent communication skills
Financial services or financial product experience is a huge plus
We are a thriving Community of top technology talent that is globally connected. We Engage, Make, Run and Evolve the technology that makes many brands that you know and love. So let’s take this journey together. No matter where you are on your digital career roadmap, we can help you grow and have fun doing it.
At this time, Softvision LLC will not sponsor a new applicant for employment authorization for this position. Softvision LLC is an Equal Opportunity Employer. No 3rd party agency candidates please.
Sep 20, 2019
Full time
WE ARE A TRANSFORMATIONAL PARTNER
We marry design and engineering language in ways that produce impactful and memorable experience journeys. We partner all the way to continuously improve our clients’ digital maturity. Our Studio network brings the optimal combination of skill, scale, and cost for each stage of the product development lifecycle. And to do this we need great transformational people that want to impact the projects and organizations that they work with.
We are looking for an exceptional Client Success Manager to work with our cross-functional team and join our world-class community of talented experts.
Be responsible for growing business at the existed client and identifying new business
Build strong client relationships by understanding the clients’ needs, technology, challenges, growth, and industry
He/she contributes to key business outcomes such as client retention, client satisfaction, enhancing SoftVision’s value and brand to our clients, achieving operating/margin targets and fostering a culture of performance and continuous improvement.
Develop trust and priorities, and KPIs which deliver business results
Create a business forecast and sales reports
Required Skills
5+ years of total experience
2+ years of experience of at technology consulting firms or similar environment
Tech Savvy, understand SDLC and different technology
Ability to drive new business opportunities at the existed client to increase revenue
Excellent communication skills
Financial services or financial product experience is a huge plus
We are a thriving Community of top technology talent that is globally connected. We Engage, Make, Run and Evolve the technology that makes many brands that you know and love. So let’s take this journey together. No matter where you are on your digital career roadmap, we can help you grow and have fun doing it.
At this time, Softvision LLC will not sponsor a new applicant for employment authorization for this position. Softvision LLC is an Equal Opportunity Employer. No 3rd party agency candidates please.
Customer Success Manager
at Quorum (View all jobs) Washington DC
Consistently named one of the top D.C. start-ups to watch since 2016, Quorum is software built for public affairs. Thousands of public affairs professionals use Quorum for their work in Congress, all 50 state legislatures, major U.S. cities, and the European Union. Quorum is 100% bootstrapped—meaning we have never raised venture capital funding—and works with organizations like Coca-Cola, the United Nations Foundation, Sierra Club, General Motors, and Lyft.
As a Customer Success Manager, you will convert Quorum users into loyal brand advocates by ensuring that customers find value in the Quorum platform. You will be expected to manage a portfolio of 20–100 clients and meet or exceed revenue retention, expansion, and referral targets for your account portfolio.
What You'll Do
First Week: You'll learn the basic ins and outs of current Quorum products, attend a variety of client engagements, and get to know 20+ dedicated Quorum Customer Success team members
First Month: You’ll build your understanding of Quorum’s six standalone products, with an emphasis on one product that will become your focus area. You will master the art of offering a full-team training and asking important diagnostic questions for one-on-one trainings
First Six Months: You’ll take full ownership of a portfolio of 20–150 accounts made-up of a mixture of new clients that need to be onboarded and legacy clients that need an ongoing point of contact. You will deliver value to each of your accounts by driving product adoption (e.g., provide information and training on how a client can use a new feature), building relationships, and exploring expansion opportunities
First Year: You will consistently meet or exceed team-wide renewal rate goals and individual expansion quota by establishing yourself as a trusted advisor that helps clients achieve their goals for their Quorum subscription. You will play an important role in growing a start-up and establishing Quorum as a market leader in Washington, DC
About You
You want to make a meaningful impact on the customer experience at a growing startup
You have at least one year of experience serving as a Customer Success Manager or other comparable customer service or account management role, preferably for a Software-as-a-Service (SaaS) platform
You take pride in building loyal brand advocates who want to provide references and referrals
You are excited to show users how they can make their work more impactful by adding products and/or services that enable them to advance their organization’s mission and goals
You are a natural “people person” who establishes rapport and builds relationships with ease either in-person or online
You love technology and are passionate about teaching people how they can make their lives easier by using technology to solve everyday problems
You empathize with others’ unique situations and naturally channel empathy into advocacy
You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being
You are excited by the opportunity to have a positive impact on politics and may have worked on political campaigns or followed news for major issue areas (e.g., immigration, education, etc.)
You are an especially competitive candidate if you have experience with at least one of the following types of software: legislative tracking software (e.g., LexisNexis), grassroots advocacy software (e.g., NationBuilder), customer relationship management (CRM) software
You are a superstar if you have experience working with international customers and/or can speak two or more languages with at at least professional working proficiency
About the Customer Success Team
We’re responsible for ensuring that clients have an amazing experience with Quorum
We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
We are dedicated to every user’s success and address challenges quickly and creatively
We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
We take pride in developing personal relationships with our users and our team
We regularly support one another to ensure the success of our team and our clients
We're very close as a company—we work together, hang out together, and we value each others' ideas and input
Our Work Environment
We work in a vibrant, sunlit space in our modern, open concept office
Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots
Our team loves to spend time doing fun things outside of the office, which we call Quorum Fun events . Past Quorum Fun events have included apple picking, yoga, and wine tasting
Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works ? If so, drop us a line. We'd love to talk to you!
Sep 19, 2019
Full time
Customer Success Manager
at Quorum (View all jobs) Washington DC
Consistently named one of the top D.C. start-ups to watch since 2016, Quorum is software built for public affairs. Thousands of public affairs professionals use Quorum for their work in Congress, all 50 state legislatures, major U.S. cities, and the European Union. Quorum is 100% bootstrapped—meaning we have never raised venture capital funding—and works with organizations like Coca-Cola, the United Nations Foundation, Sierra Club, General Motors, and Lyft.
As a Customer Success Manager, you will convert Quorum users into loyal brand advocates by ensuring that customers find value in the Quorum platform. You will be expected to manage a portfolio of 20–100 clients and meet or exceed revenue retention, expansion, and referral targets for your account portfolio.
What You'll Do
First Week: You'll learn the basic ins and outs of current Quorum products, attend a variety of client engagements, and get to know 20+ dedicated Quorum Customer Success team members
First Month: You’ll build your understanding of Quorum’s six standalone products, with an emphasis on one product that will become your focus area. You will master the art of offering a full-team training and asking important diagnostic questions for one-on-one trainings
First Six Months: You’ll take full ownership of a portfolio of 20–150 accounts made-up of a mixture of new clients that need to be onboarded and legacy clients that need an ongoing point of contact. You will deliver value to each of your accounts by driving product adoption (e.g., provide information and training on how a client can use a new feature), building relationships, and exploring expansion opportunities
First Year: You will consistently meet or exceed team-wide renewal rate goals and individual expansion quota by establishing yourself as a trusted advisor that helps clients achieve their goals for their Quorum subscription. You will play an important role in growing a start-up and establishing Quorum as a market leader in Washington, DC
About You
You want to make a meaningful impact on the customer experience at a growing startup
You have at least one year of experience serving as a Customer Success Manager or other comparable customer service or account management role, preferably for a Software-as-a-Service (SaaS) platform
You take pride in building loyal brand advocates who want to provide references and referrals
You are excited to show users how they can make their work more impactful by adding products and/or services that enable them to advance their organization’s mission and goals
You are a natural “people person” who establishes rapport and builds relationships with ease either in-person or online
You love technology and are passionate about teaching people how they can make their lives easier by using technology to solve everyday problems
You empathize with others’ unique situations and naturally channel empathy into advocacy
You want to be a part of building and maintaining a diverse and inclusive team environment where you regularly express concern for team members’ success and well-being
You are excited by the opportunity to have a positive impact on politics and may have worked on political campaigns or followed news for major issue areas (e.g., immigration, education, etc.)
You are an especially competitive candidate if you have experience with at least one of the following types of software: legislative tracking software (e.g., LexisNexis), grassroots advocacy software (e.g., NationBuilder), customer relationship management (CRM) software
You are a superstar if you have experience working with international customers and/or can speak two or more languages with at at least professional working proficiency
About the Customer Success Team
We’re responsible for ensuring that clients have an amazing experience with Quorum
We provide team and individual product demonstrations and trainings that promote best practices in the government affairs space
We are dedicated to every user’s success and address challenges quickly and creatively
We act as staunch advocates for our clients, including identifying and responding to diverse client use cases
We take pride in developing personal relationships with our users and our team
We regularly support one another to ensure the success of our team and our clients
We're very close as a company—we work together, hang out together, and we value each others' ideas and input
Our Work Environment
We work in a vibrant, sunlit space in our modern, open concept office
Our office building is located in the heart of downtown DC, easily accessible by metro, bus, and rideshares. It is also in close proximity to great restaurants, food trucks, shopping, and popular happy hour spots
Our team loves to spend time doing fun things outside of the office, which we call Quorum Fun events . Past Quorum Fun events have included apple picking, yoga, and wine tasting
Do you want to learn what it's like to have a real impact at a fast-growing company that is changing the way the advocacy process works ? If so, drop us a line. We'd love to talk to you!
Drive CB Insights' growth as part of our Customer Success team
The CB Insights Senior Customer Success Manager is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights’ teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
Key Responsibilities:
Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services.
Drive customer software engagement & development of power users across customer organizations.
Implement Customer Success Plans for assigned accounts.
Collaborate with CB Insights’ business development team to expand customer relationships.
Run the renewal process for assigned portfolio of accounts.
Maintain communication & governance protocols across customer & CB Insights’ teams.
Effectively solve ad-hoc customer issues as needed.
Bring to bear predictive renewal analytics to identify customer expansion opportunities & churn risks.
Collaborate with Marketing to demonstrate customer communication campaigns.
Provide continuous customer feedback to CB Insights’ Product team.
Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
Embrace & contribute to Customer Success team standard methodologies.
Core Skills & Talents:
Real passion for serving customers.
Establish credibility with key customer decision makers & influencers.
Strong verbal/written communication & presentation skills; extraordinary listening skills.
Strong problem solving & analytical skills; formulates solutions that deliver real business value.
Ability to recognize and maximize new business opportunities
Comfort with negotiation.
Well organized; handle multiple accounts & assignments simultaneously.
A commitment to exceed goals that is internal, constant & self-imposed.
Requirements and Qualifications:
B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
Validated results in prior role.
At least 3-5 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
Expertise with Excel and CRMs, preferably Salesforce.
Proficiency communicating data via Excel, Salesforce and other business intelligence tools.
Ability to travel up to 10% of the time.
4H's: Happy, Helpful, Humble and Hungry
We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.
Perks and Benefits:
Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 yearly continuing education stipend
Daily lunch stipend
Happy, Helpful, Humble, and Hungry: Check out more about our company culture here.
Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Sep 16, 2019
Full time
Drive CB Insights' growth as part of our Customer Success team
The CB Insights Senior Customer Success Manager is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights’ teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
Key Responsibilities:
Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services.
Drive customer software engagement & development of power users across customer organizations.
Implement Customer Success Plans for assigned accounts.
Collaborate with CB Insights’ business development team to expand customer relationships.
Run the renewal process for assigned portfolio of accounts.
Maintain communication & governance protocols across customer & CB Insights’ teams.
Effectively solve ad-hoc customer issues as needed.
Bring to bear predictive renewal analytics to identify customer expansion opportunities & churn risks.
Collaborate with Marketing to demonstrate customer communication campaigns.
Provide continuous customer feedback to CB Insights’ Product team.
Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
Embrace & contribute to Customer Success team standard methodologies.
Core Skills & Talents:
Real passion for serving customers.
Establish credibility with key customer decision makers & influencers.
Strong verbal/written communication & presentation skills; extraordinary listening skills.
Strong problem solving & analytical skills; formulates solutions that deliver real business value.
Ability to recognize and maximize new business opportunities
Comfort with negotiation.
Well organized; handle multiple accounts & assignments simultaneously.
A commitment to exceed goals that is internal, constant & self-imposed.
Requirements and Qualifications:
B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
Validated results in prior role.
At least 3-5 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
Expertise with Excel and CRMs, preferably Salesforce.
Proficiency communicating data via Excel, Salesforce and other business intelligence tools.
Ability to travel up to 10% of the time.
4H's: Happy, Helpful, Humble and Hungry
We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.
Perks and Benefits:
Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 yearly continuing education stipend
Daily lunch stipend
Happy, Helpful, Humble, and Hungry: Check out more about our company culture here.
Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Drive CB Insights' growth as part of our Customer Success team
The CB Insights Senior Customer Success Manager is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights’ teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
Key Responsibilities:
Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services.
Drive customer software engagement & development of power users across customer organizations.
Implement Customer Success Plans for assigned accounts.
Collaborate with CB Insights’ business development team to expand customer relationships.
Run the renewal process for assigned portfolio of accounts.
Maintain communication & governance protocols across customer & CB Insights’ teams.
Effectively solve ad-hoc customer issues as needed.
Bring to bear predictive renewal analytics to identify customer expansion opportunities & churn risks.
Collaborate with Marketing to demonstrate customer communication campaigns.
Provide continuous customer feedback to CB Insights’ Product team.
Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
Embrace & contribute to Customer Success team standard methodologies.
Core Skills & Talents:
Real passion for serving customers.
Establish credibility with key customer decision makers & influencers.
Strong verbal/written communication & presentation skills; extraordinary listening skills.
Strong problem solving & analytical skills; formulates solutions that deliver real business value.
Ability to recognize and maximize new business opportunities
Comfort with negotiation.
Well organized; handle multiple accounts & assignments simultaneously.
A commitment to exceed goals that is internal, constant & self-imposed.
Requirements and Qualifications:
B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
Validated results in prior role.
At least 3-5 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
Expertise with Excel and CRMs, preferably Salesforce.
Proficiency communicating data via Excel, Salesforce and other business intelligence tools.
Ability to travel up to 10% of the time.
4H's: Happy, Helpful, Humble and Hungry
We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.
Perks and Benefits:
Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 yearly continuing education stipend
Daily lunch stipend
Happy, Helpful, Humble, and Hungry: Check out more about our company culture here.
Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Sep 16, 2019
Full time
Drive CB Insights' growth as part of our Customer Success team
The CB Insights Senior Customer Success Manager is responsible for maintaining a portfolio of Accounts that include the world’s leading corporate Strategy and Innovation groups along with venture capital firms. This position delicately governs customer relationships and consistently illustrates the value delivered through CB Insights' software & services. The Senior Customer Success Manager serves as the internal voice of the customer while working with other CB Insights’ teams to exceed customer expectations. This individual's performance is based on specific metrics associated with customer on-boarding, product adoption, expansion & retention.
Key Responsibilities:
Actively serve a portfolio of assigned accounts so that customers may achieve their positive business outcomes via CB Insights’ software & services.
Drive customer software engagement & development of power users across customer organizations.
Implement Customer Success Plans for assigned accounts.
Collaborate with CB Insights’ business development team to expand customer relationships.
Run the renewal process for assigned portfolio of accounts.
Maintain communication & governance protocols across customer & CB Insights’ teams.
Effectively solve ad-hoc customer issues as needed.
Bring to bear predictive renewal analytics to identify customer expansion opportunities & churn risks.
Collaborate with Marketing to demonstrate customer communication campaigns.
Provide continuous customer feedback to CB Insights’ Product team.
Stay current & educate customers on CB Insights’ products, competitive landscape & innovation trends.
Embrace & contribute to Customer Success team standard methodologies.
Core Skills & Talents:
Real passion for serving customers.
Establish credibility with key customer decision makers & influencers.
Strong verbal/written communication & presentation skills; extraordinary listening skills.
Strong problem solving & analytical skills; formulates solutions that deliver real business value.
Ability to recognize and maximize new business opportunities
Comfort with negotiation.
Well organized; handle multiple accounts & assignments simultaneously.
A commitment to exceed goals that is internal, constant & self-imposed.
Requirements and Qualifications:
B.S. or B.A. in business management, finance, economics or similar study. MBA preferred.
Validated results in prior role.
At least 3-5 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS.
Expertise with Excel and CRMs, preferably Salesforce.
Proficiency communicating data via Excel, Salesforce and other business intelligence tools.
Ability to travel up to 10% of the time.
4H's: Happy, Helpful, Humble and Hungry
We know that diversity makes for the best problem-solving and creative thinking. We are dedicated to adding new perspectives to the team and encourage everyone to apply if your experience is close to what we are looking for.
Perks and Benefits:
Subsidized health, dental, and vision insurance
401k with up to 4% match
$1,000 yearly continuing education stipend
Daily lunch stipend
Happy, Helpful, Humble, and Hungry: Check out more about our company culture here.
Equal Opportunity Employer: CB Insights is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Our customer success team strives to give our customers an unbeatable experience at every step of their journey. For our Customer Success Managers, this means working with our subscription customers to help them maximise the value they get from using Slido at their meetings & events.
We understand that not all our customers are the same, so we listen carefully to what our customers are trying to achieve and engage with them throughout their journey so we can be proactive when their business objectives change.
We’re looking for someone to work with our strategic US customers to develop and nurture relationships with them and help them improve their meetings, events and ultimately their companies.
Your role
Be a Slido expert in both the product and meeting design
Develop strategic plans for each customer
Serve as the “voice of the customer” to the product team, ensuring product roadmap reflects customer need
Make customers successful by helping them achieve their business objectives
Ensure customer engagement with newsletters, webinars, and events
Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
Assist with the renewal process and track accounts to identify churn risks
Conduct reviews with accounts to determine customer satisfaction and usage levels
Your profile
We love what we do and we’d like you to feel the same way. We’d love someone experienced in the field, with lots of energy who doesn’t wait for tasks to be assigned and is hungry for responsibility. Besides this, you should be:
Experienced: you have at least 3 years of experience as CSM or in Internal Comms and you are ready to take Slido to a next level
Analytical : you are comfortable reviewing data-sets, graphs, and charts to make actionable recommendations
Well Organized – you have the ability to prioritize your work day independently
A Strong Communicator: you have outstanding communication skills (including the ability to chair meetings or host webinars) including strong writing and grammatical proficiency.
A Team Player with a healthy dose of motivation and positive energy who has fresh ideas when it comes to user adoption and churn mitigation
Why join us
We’re a fast-growing company with over 140 employees striving to deliver a world-class experience for our clients. Joining Slido is a great opportunity for professional growth; the learning curve is steep and rewarding
Having ownership and your own responsibility over customers
Attending some of the most inspiring conferences and events in the US
Having the opportunity to work with the top and most innovative companies
Contributing to building the largest Slido market and really seeing the impact of your work
Working in a great and friendly team
Sep 06, 2019
Full time
Our customer success team strives to give our customers an unbeatable experience at every step of their journey. For our Customer Success Managers, this means working with our subscription customers to help them maximise the value they get from using Slido at their meetings & events.
We understand that not all our customers are the same, so we listen carefully to what our customers are trying to achieve and engage with them throughout their journey so we can be proactive when their business objectives change.
We’re looking for someone to work with our strategic US customers to develop and nurture relationships with them and help them improve their meetings, events and ultimately their companies.
Your role
Be a Slido expert in both the product and meeting design
Develop strategic plans for each customer
Serve as the “voice of the customer” to the product team, ensuring product roadmap reflects customer need
Make customers successful by helping them achieve their business objectives
Ensure customer engagement with newsletters, webinars, and events
Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
Assist with the renewal process and track accounts to identify churn risks
Conduct reviews with accounts to determine customer satisfaction and usage levels
Your profile
We love what we do and we’d like you to feel the same way. We’d love someone experienced in the field, with lots of energy who doesn’t wait for tasks to be assigned and is hungry for responsibility. Besides this, you should be:
Experienced: you have at least 3 years of experience as CSM or in Internal Comms and you are ready to take Slido to a next level
Analytical : you are comfortable reviewing data-sets, graphs, and charts to make actionable recommendations
Well Organized – you have the ability to prioritize your work day independently
A Strong Communicator: you have outstanding communication skills (including the ability to chair meetings or host webinars) including strong writing and grammatical proficiency.
A Team Player with a healthy dose of motivation and positive energy who has fresh ideas when it comes to user adoption and churn mitigation
Why join us
We’re a fast-growing company with over 140 employees striving to deliver a world-class experience for our clients. Joining Slido is a great opportunity for professional growth; the learning curve is steep and rewarding
Having ownership and your own responsibility over customers
Attending some of the most inspiring conferences and events in the US
Having the opportunity to work with the top and most innovative companies
Contributing to building the largest Slido market and really seeing the impact of your work
Working in a great and friendly team
Streak is looking for a Customer Success Specialist (CSS) to join our team in providing the best customer experience.
As a CSS, your highest priority is helping our newest customers implement Streak. You’ll be responsible for understanding our customer’s needs, providing best practices to translate their workflow into Streak and enabling teams to be self sufficient through training.
The majority of your day will be customer facing including screenshares, chat, and webinars. You’ll aim to host 3-4 implementation calls a day, run daily ‘Getting Started’ webinars and proactively reach out to users during their implementation period to ensure we are providing value to their business. Outside of delighting users with a great implementation experience, you’ll work closely with our product and engineering teams to provide feedback on improvements to our product.
About You
We’re looking for someone who is consultative by nature. You are a person who loves to discover people's needs and wants. You are an excellent communicator, even when you have to communicate not so excellent news. You have a highly tuned sense of compassion, empathy, and a drive to constantly help others.
We are looking for people who want to nurture and grow a career in Customer Success. As a new team member, your voice matters. We strive to constantly improve and look forward to a fresh perspective, so you should feel comfortable speaking up about what is important to you.
A big part of the role is supporting each other. The ideal candidate is equally excited to help a colleague’s success (on our team or another team) as they are a paid user.
If you want to join Andrew, Brita, Justine, Kim and Timothy in making our customers happy we’d love to hear from you!
Responsibilities
Be a trusted advisor for new customers during their implementation period
Meet and track key milestones for a successful customer implementation
Run webinars on a variety of topics focused on improving customer implementation
Triage and respond to our newest paid customer chats and emails
Be a customer advocate to our internal teams (Support, Engineering, Sales, and Product Management)
Things that excite us
Perseverant and goal oriented
Prior experience in customer service
Desire to grow and take on more responsibility over time
Loves working with a team
Passion to help customers succeed
Excited about solving complicated technical problems
Naturally curious and asks clarifying questions both internally and externally
Strong GSuite (Sheets, Docs) knowledge
Sep 01, 2019
Full time
Streak is looking for a Customer Success Specialist (CSS) to join our team in providing the best customer experience.
As a CSS, your highest priority is helping our newest customers implement Streak. You’ll be responsible for understanding our customer’s needs, providing best practices to translate their workflow into Streak and enabling teams to be self sufficient through training.
The majority of your day will be customer facing including screenshares, chat, and webinars. You’ll aim to host 3-4 implementation calls a day, run daily ‘Getting Started’ webinars and proactively reach out to users during their implementation period to ensure we are providing value to their business. Outside of delighting users with a great implementation experience, you’ll work closely with our product and engineering teams to provide feedback on improvements to our product.
About You
We’re looking for someone who is consultative by nature. You are a person who loves to discover people's needs and wants. You are an excellent communicator, even when you have to communicate not so excellent news. You have a highly tuned sense of compassion, empathy, and a drive to constantly help others.
We are looking for people who want to nurture and grow a career in Customer Success. As a new team member, your voice matters. We strive to constantly improve and look forward to a fresh perspective, so you should feel comfortable speaking up about what is important to you.
A big part of the role is supporting each other. The ideal candidate is equally excited to help a colleague’s success (on our team or another team) as they are a paid user.
If you want to join Andrew, Brita, Justine, Kim and Timothy in making our customers happy we’d love to hear from you!
Responsibilities
Be a trusted advisor for new customers during their implementation period
Meet and track key milestones for a successful customer implementation
Run webinars on a variety of topics focused on improving customer implementation
Triage and respond to our newest paid customer chats and emails
Be a customer advocate to our internal teams (Support, Engineering, Sales, and Product Management)
Things that excite us
Perseverant and goal oriented
Prior experience in customer service
Desire to grow and take on more responsibility over time
Loves working with a team
Passion to help customers succeed
Excited about solving complicated technical problems
Naturally curious and asks clarifying questions both internally and externally
Strong GSuite (Sheets, Docs) knowledge
