Customer Success Manager, Mid-Market

About the role

As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.

Responsibilities

• Build strong relationships with our customers
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
• 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 and 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 be able to 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

Qualifications

• Proven success working with customers through a strategic lens
• Thought leader in managing strategic accounts
• Enjoy working with your colleagues to develop innovative strategies
• Value a "we're all in this together" mentality

Skills

• Strategic account management
• Customer relationship management
• Project management
• Communication and collaboration
• Problem-solving and analytical skills

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 – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• 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

Pay

Competitive base salary + Company-wide bonus program

Schedule

This is an in office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters

Location

This is an in office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters

Equal Opportunity Employer

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.

Contact

For more information, please visit www.alertmedia.com