Customer Success Manager, Mid-Market

Responsibilities

• Build strong relationships with customers
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal and automated touchpoints to drive ongoing customer experiences
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
• Consult with customers to determine the best data automation option for their needs and support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful and timely manner
• Keep track of new product developments and strategically inform/train customers on them
• Communicate desired software requirements to product management team in a cross-functional feedback loop
• Effectively track all customer communication in Gainsight
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business
• Contribute to AlertMedia’s culture, values, and vision for the future

Requirements

• 2-3 years’ experience as a Customer Success Manager
• Experience with Salesforce, Excel & Gainsight (a plus)
• Desire to work with demanding, multi-national customers
• Established CSM who is self-motivated and customer-focused
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Excellent project management skills with proven ability to prioritize
• Strong analytical, negotiation, and creative problem-solving skills
• Proven ability to work with all members of our team (business development, software development, and product management)
• The desire and ability to learn and be coached

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with generous company match
• Amazing rewards and incentives
• Commitment to community service with opportunities to give back
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Ongoing career development opportunities through our Learning & Development team