About our Client: Our client is a high growth Gaming Saas platform for enterprise clients with a focus on change management, learning and training. They are currently building out their NYC office and offer a fun office environment, full benefits, matching 401k, and more. They are well funded and this is an amazing opportunity to get in early and make an impact.
About the Role: The Customer Success Manager is the ultimate owner of the client relationship once it transitions from sales and implementation. The relationship is extremely high touch and ongoing so the ideal Customer Success Manager will have excellent consultative skills within a technology environment.
Responsibilities for the Customer Success Manager:
- Manage client relationships, ensure client’s satisfaction and client’s retention, from deployment phase and on.
- Learn customer technical and business environment relevant to the success of the implementation
- Interpret customer requirements to product capabilities, taking customer’s goals, objectives and business processes to propose the best solution
- Share best practices to ensure informed decisions are being made
- Train the customer on the self-service aspects of the platform
- Ensure customer buy in throughout the process
- Ensure on time, on budget quality delivery to the customer
- Analyze customer’s data inputs for trends, distribution and other statistical aspects.
Ideal Requirements for the Customer Success Manager:
- Prior experience in increasing customer satisfaction, adoption, and retention. Preferable working for SaaS companies or one of the leading Management Consulting firms.
- Proven ability to drive continuous value
- Experience working with fortune 500 clients is a MUST
- Impeccable written and verbal communication skills. Excellent presentation skills
- Detail oriented and analytical.
- Strong team player and self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- Excellent trouble shooter
- Excellent time management skills for yourself and others
- Bachelor degree preferable in process engineering, computer science
- Some travel required
- Prior experience with setting up analytical tools (Such as: Qlik, Tableau, PowerBI, etc.)
- SQL– a plus
- Prior experience in systems integration – a plus
Salary
$100k – $125k base + Bonus + Equity
Location
New York NY