Customer Success Manager
- Entreprise
- Signals Analytics
- Lieu
- Genève
- Date de publication
- 04.06.2017
- Référence
- 323534
Description
Description
At Signals Analytics, we help the world's leading brands to make better decisions faster and with less risk. We’re looking for hard-working, passionate people to help us unite the art and science of sound decision-making
The opportunity to shape how companies create winning products, discover breakthrough cures and put social good at the heart of their business is in our grasp. We’ve already proven that we can move faster than anyone else, but right now we’re only part of the way there.
Job Overview
The Customer Success Manager is responsible for proactively driving all post-sales activities for customers. Orchestrates Signal Analytics capabilities to deliver a positive and integrated customer experience; and is responsible to work with customers to ensure onboarding, user adoption, deeper utilization to drive increased retention and overall satisfaction with Signals product. Gains and leverages account intelligence to drive best practices which helps customers maximize value.
Key Responsibilities
Drive customer adoption and success with Signals products within a defined geographic region and/or set of customers.
Understand customer's overall use of products to ensure perceived value.
Understand customer's business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes.
Act as internal advocate across Signals to ensure the appropriate resources are engaged to address specific product obstacles impeding customer's adoption.
Provide proactive Onboarding support to designated customers to ensure a positive customer experience and expedite time to value.
Promote customer participation in Signals communities and utilization of chat/support mechanisms.
Drive renewal readiness efforts by documenting licensed technology, customer-owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.
Understand and document adoption and relevance of all products for assigned accounts through Salesforce and ensure internal stakeholders (AE and SE) are aware of any limitations to adoption or risks to renewal.
Coordinate adoption-enhancing activities to mitigate any identified risk.
Build and maintain strong working relationships with colleagues in Sales, R&D, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.
Identify product function opportunities to be shared with R&D for roadmap consideration.
Attend relevant conferences and events to ensure relevance in the marketplace and insight into what is going on in the marketplace.
Requirements
Bachelor's degree or global equivalent in business or SAAS related field
Typically, 2 or more years of experience in the SAAS industry in a customer facing environment
Ability to communicate effectively at all levels including senior management
Experience in the Healthcare, CPG, or F&B industries is a plus
Experience in analytics or business intelligence - an advantage
Ability to work within a fast-paced and dynamic environment
Highly organized, detail-oriented, very analytical and able to manage and prioritize multiple tasks
Proven customer service skills
Demonstrated strong communication skills
Strong team player but still a self-starter
Benefits:
You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future.
The position provides a great opportunity to join a growing team and client base in Europe and have a profound impact on both Fortune 2000 companies and Signals Analytics’ growth.
At Signals Analytics, we help the world's leading brands to make better decisions faster and with less risk. We’re looking for hard-working, passionate people to help us unite the art and science of sound decision-making
The opportunity to shape how companies create winning products, discover breakthrough cures and put social good at the heart of their business is in our grasp. We’ve already proven that we can move faster than anyone else, but right now we’re only part of the way there.
Job Overview
The Customer Success Manager is responsible for proactively driving all post-sales activities for customers. Orchestrates Signal Analytics capabilities to deliver a positive and integrated customer experience; and is responsible to work with customers to ensure onboarding, user adoption, deeper utilization to drive increased retention and overall satisfaction with Signals product. Gains and leverages account intelligence to drive best practices which helps customers maximize value.
Key Responsibilities
Drive customer adoption and success with Signals products within a defined geographic region and/or set of customers.
Understand customer's overall use of products to ensure perceived value.
Understand customer's business priorities, overall technology landscape, and organization to ensure proper use of Support processes and escalation procedures, to drive desired business outcomes.
Act as internal advocate across Signals to ensure the appropriate resources are engaged to address specific product obstacles impeding customer's adoption.
Provide proactive Onboarding support to designated customers to ensure a positive customer experience and expedite time to value.
Promote customer participation in Signals communities and utilization of chat/support mechanisms.
Drive renewal readiness efforts by documenting licensed technology, customer-owners, and usage status to share with virtual account team members as necessary for License Agreement renewal.
Understand and document adoption and relevance of all products for assigned accounts through Salesforce and ensure internal stakeholders (AE and SE) are aware of any limitations to adoption or risks to renewal.
Coordinate adoption-enhancing activities to mitigate any identified risk.
Build and maintain strong working relationships with colleagues in Sales, R&D, Engineering and Product Management teams to ensure synergy and cooperation in customer activities.
Identify product function opportunities to be shared with R&D for roadmap consideration.
Attend relevant conferences and events to ensure relevance in the marketplace and insight into what is going on in the marketplace.
Requirements
Bachelor's degree or global equivalent in business or SAAS related field
Typically, 2 or more years of experience in the SAAS industry in a customer facing environment
Ability to communicate effectively at all levels including senior management
Experience in the Healthcare, CPG, or F&B industries is a plus
Experience in analytics or business intelligence - an advantage
Ability to work within a fast-paced and dynamic environment
Highly organized, detail-oriented, very analytical and able to manage and prioritize multiple tasks
Proven customer service skills
Demonstrated strong communication skills
Strong team player but still a self-starter
Benefits:
You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future.
The position provides a great opportunity to join a growing team and client base in Europe and have a profound impact on both Fortune 2000 companies and Signals Analytics’ growth.