Customer Success Manager (NY, West Coast (Remote), London)

  • Glassbox
  • Jan 28, 2020
Full time Customer Success

Job Description

About The Position

We are looking for a Customer Success professional to join the team in New York City, or remotely within the east coast. Focus of the role would be to help our customers achieve their business goals with the use of the Glassbox platform. Working closely with other teams such as: Sales, Marketing, Professional Services, Business Insights experts, and Product to ensure the customers gain significant value from using our platform will be crucial. The individual's performance is based on specific metrics associated with customer product adoption, expansion, retention (renewals), and advocacy.

You’ll be responsible for:

  • Implementing Customer Success Plans for assigned accounts
  • Establishing trusted advisor relationships with customer executive sponsors to align with the customer’s business strategy; develop a consultative relationship with customers in your portfolio
  • Working with your customers to define, and partner to achieve outcomes in order to deliver on value realization; Understand customers’ business needs, define use cases, use data and metrics to test theories, confirm assumptions, generate insights, as well as recommendations, and measure success
  • Developing a communication cadence, and leadership on product updates that impact your customers’ activities and objectives; facilitate working sessions, training, product demos, executive briefings and client appreciation activities
  • Delivering business insights by leveraging the data, and analytics captured via Glassbox from digital properties such as web and mobile
  • Driving customer software engagement and developing power users across customer organizations as well as acting as the customer’s voice within Glassbox
  • Establishing and maintaining expert level knowledge of product capabilities
  • Running the renewal process for assigned portfolio of accounts in collaboration with sales, and other teams as needed
  • Owning the business review process and follow-ups
  • Monitoring of customer’s platform activity through existing reports and interfaces; conducting health checks for customers within your portfolio
  • Defining adoption and expansion strategies for customers in your portfolio through collaboration with other team members (Professional Services, Business Insights, and Product teams)
  • Facilitate business process optimization workshops and manage complex work efforts with customers and Glassbox team members.
  • Speaking with customers over the phone; scheduling onsite visits (up to 25% travel per month)

Requirements

  • At least 3 years in a customer-facing role as a Technical Account Manager, or Customer Success Manager, managing a portfolio of F100 customers in an enterprise SaaS analytics technology environment
  • Ability to create reports, dashboards, and visualizations with Excel, QlikView or similar BI tools
  • Experience delivering SaaS solutions for midmarket and enterprise business customers
  • Solid understanding of eCommerce, web technologies, digital analytics, and best practices for UX/UI
  • Strong problem solving & analytical skills; formulates solutions that deliver real business value
  • Experience with digital analytics solutions such as: Google Analytics, Optimizely
  • Comfort with negotiation, managing objections and escalating issues appropriately
  • Exceptional communication, presentation, relationship management, and project management skills
  • Excellent analytical and quantitative skills- Demonstrated ability to simplify complex topics for broad audiences
  • A passion for user/consumer experience, analytics, product, and technology
  • Proactive, meticulous, detail-oriented, with a go-getter attitude that takes the initiative and gets things done
  • Understand cloud architecture, and software development processes

An advantage

  • Experience with: Adobe Target, Adobe Experience Manager, Tealeaf, Heap
  • Knowledge of HTML, CSS, and JavaScript
  • Experience with on-premise products
  • Fluency in any of the following languages: Spanish, Portuguese, French