San Francisco, CA, United States
We've got a client looking for CSM's to join their team and pioneer how they onboard customers and make them successful. This role plays an integral role in the success of our client by nurturing growing accounts and building long term relationships that result in thriving businesses and happy teams. You'll help steer customers towards seamless implementation, usage and adoption of our client's platform that is used by a wide range of customer profiles from the S in SMB to the Enterprise.
WHAT YOU’LL DO
Answer customer inquiries and help train users over email, telephone and in person
Breakdown customer work flows and habits and map them to the product; identify and anticipate problems before the customer knows they exist
Complement the sales process by leading webinars and building relationships with target customers
Be the voice of the customers with the product and engineering teams; gather, prioritize and communicate feedback and feature requests
Navigate C-Level conversations as a component of their customer success strategy
Be comfortable with early-stage chaos and ambiguity, the scope of this role will change continuously as our business evolves
WHAT THEY ARE LOOKING FOR
2- 3+ years as a Customer Success Manager within a fast-growing SaaS technology company (or in a similar customer facing role)
Experience architecting process and defining success strategy
Track record of deploying a consultative and solution-oriented approach for your customers
Exceptional oral and written communication skills for preparing and presenting customer materials
BONUS POINTS FOR
Experience working with technical customers
Upsell and renewal management experience
Chicago, IL, USA
Our client, a developer and leading provider of remote monitoring, video analytics, and predictive diagnostic solutions for high-value assets is seeking smart, passionate and collaborative individuals to join their Customer Success team. The ideal candidates are passionate about optimizing the value customers gain from investing in technology solutions. This role is about maximizing business development opportunities within existing customer relationships and expanding a solution footprint within the customer organization.
The role is responsible for:
Accountable for nurturing the customer relationship and overall account health post sales acquisition
A steward of the customer relationship leveraging an internal cross functional team consisting of Marketing, Sales, Product, and engineering
The ability to effectively articulate the competitive advantage the platform, products and services provide to solve business challenges
Provide ongoing customer onboarding of the System
Drive usage and adoption of products and services across the customer organization through educating stakeholders on how to maximize the value of their investment
Develop Customer Journey Roadmaps using data to inform and recommend Customer Success strategies to continuously improve the customer experience
Facilitate at a minimum a quarterly Executive Business Review to review goals, progress, and opportunities with customer.
Leverage stakeholder relationships to mitigate churn, secure renewals and additional orders, and achieve a positive Net Promoter Score
What else can you expect?
Salary ranges are commensurate with experience and they offer a comprehensive benefits package. Our client believes in supporting total health for our employees to include physical, financial, occupational, mental and social. At a high level, their benefits include:
Company funded 401k contribution on day 1
Financial planning assistance
Professional development (training, certification)
Company sponsored social and community service opportunities
Generous Paid Time Off and Holidays
Medical, Dental, Vision, STD, LTD
What you'll need?
Bachelor’s degree required, advanced degree preferred
5 years+ experience in a business-to-business client facing role (i.e. customer success, client engagement, account management, customer relationship management, inside sales)
Understand the SaaS business model and experience delivering and implementing SaaS solutions for enterprise customers
Proven results meeting revenue or profitability growth targets and expanding business within existing clients
Demonstrated experience and success working with internal cross-functional teams
Strong presentation, meeting facilitation, and written communication skills
Strong technical skills, SalesForce experience or a similar tool, and a proven ability to develop a deep understanding of a complex product
Proven organizational and analytical skills
Anywhere in the USA
One of our clients, a leader in engineering and quality assurance solutions, is seeking a Customer Success Manager-Strategic Accounts. The Customer Success Manager (CSM)-Strategic Accounts will report to the Director Customer Success and be assigned to anywhere from 12-20 accounts comprising a $2M book of business. The CSM is responsible for ensuring customers get value from their platform, establishing deep and lasting customer relationships by providing customers with strategies for using solutions that align directly to the customers' larger business objectives and providing technical leadership.
As a CSM, you will develop strong relationships connecting with stakeholders to develop a strong understanding of business requirements and goals. Building on this knowledge, you will develop a strategic engagement plan for the account, facilitating the use of the solution as the customer transitions into new processes focused on development and testing. As the primary contact, you will manage ongoing relationship activities and ensure the long-term success of the account. This role is open to anyone in the US. Travel is encouraged (10%-15%) but not required.
Own overall relationship with assigned clients, which include, increasing adoption, ensuring retention, and overall satisfaction.
Establish a trusted/strategic advisor relationship with each assigned client and drive the continued value of our clients' products and services.
Map out organizational hierarchies to uncover potential expansion opportunities.
Develop, prepare, and nurture customers for advocacy.
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Advocate customer needs/issues cross-departmentally.
Program-manage account escalations.
10+ years’ experience with Customer Success or key account Relationship Management increasing customer satisfaction, adoption, and retention.
Exceptionally strong customer orientation and proven ability to drive value of products and services with customers.
Familiarity working with strategically-important large enterprise clients.
Demonstrated ability to map out organizational hierarchies and leverage customer relationships for penetrating other areas of an organization to drive expansion opportunities
Impeccable written and verbal communication skills.
Detail orientation and a strong analytical mindset.
Strong team player coupled with a self-directed work style.
Prior success in a fast-paced, entrepreneurial environment requiring multi-tasking, frequent reprioritization and a strong sense of urgency.
Strong interest in technology and proficiency with MS Office suite.
Tenacious approach to collaboration, developing relationships, securing resources and seeking assistance to deliver results.
Experience being productive and effective working from a home-based office.
Redwood City, CA, United States
Our client, an early stage AI startup, just completed their Round A financing to develop an advanced silicon-advanced software combination for AI that allows developers to execute neural networks at the edge as opposed to being in the cloud. It allows low-power devices to do more powerful activities without being dependent on the cloud; essentially pushing more of the intelligence down to the actual device making IoT, smartphones, etc...smarter.
We are hiring a number of Software Engineers who can partner with our hardware team to enable execution of advanced AI algorithms on low power devices. We are building out tools, compilers, and diagnostics and want to add engineers to our team that have a variety of skills. The software team will be responsible for validating hardware instruction sets and operating models, compiling or transforming neural networks onto the silicon architecture we've created, and developing tools and feedback mechanisms to improve neural network training and optimization. We are looking for engineers with very strong programming and mathematical problem-solving skills. Applicants do not need to have an AI background but do need to demonstrate capabilities for robust software development practices and an ability for creating solutions for challenging technical problems. We are solving some unique problems that don't fit into a specific category so are searching for smart engineers from a diverse background! Requirements
BS, MS, or PhD in EE, CS, Math or any other technical area that includes applied programming
At least 5+ years of software development experience
Expert in C, C++, Java, Scala, or Python
Additional language skills for scripting and rapid application development
Nice to have - experience in one or more of the following areas would be a plus
Electronic Design Automation
Algorithmic trading systems
Graphics engine development