Customer Success Manager

Job title:

Customer Success Manager

Company

SmartRecruiters Inc

Job description

Company DescriptionSmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.Job DescriptionHaving raving fans has been and will always be one of the most critical competitive advantages we have. The Customer Success Manager will be an individual contributor on a high-performing team that is redefining the client-vendor relationship with our enterprise accounts. We aim to win the hearts and trust of each and every SmartRecruiters user through a truly unique engagement model fundamentally designed to drive Hiring Success.What you’ll deliver:Working as part of a team within the GTM organisation supporting each other to achieve joint revenue targets on all assigned customersAssume overall responsibility for product adoption and utilization, preparing and educating customers on leveraging new features and releases.Support the customer on release readiness by identifying opportunities for customers to take advantage of product innovations to increase value and impact over timePartner with customers to define desired business outcomes and develop success plans, focusing on maximizing value realization from our solutions and services to deliver measurable ROIBuild strong relationships with customer stakeholders at all levels, and deliver compelling Value Reviews that drive confidence and successful partnershipProvide recommendations for best practices and look for potential solutions alongside other functional experts within SmartRecruiters. Connecting customers to available resources and where appropriate, other customersPrepare the customers for the contract renewal process by identifying value delivered and managing any risk or Red Account Objects.Supporting the Account Manger to bring the renewal to a successful conclusionIdentify opportunities for account growth through upsell and cross sell and manage all opportunities to the Account Manager qualification stageAttend regular ongoing training both reactively and proactively to become a solution expertUse insight available to conduct consistent customer health checks to ensure solution adoption, optimization, satisfaction and engagement. Take action and provide recommendations to drive improvements when risk is identifiedIdentify any potential risk to revenue loss or renewal by raising and managing Red Account Objects together with Account Managers and other internal functions to remediate and ensure revenue retentionBuild advocacy within the given book of business to increase the number of referenceable customers, identify case studies and other content which can be used to increase growth opportunitiesContribute to adoption, best practice content and events held by the Community & Education team to increase the opportunities for self service education, including hosting best practice sessions for customersAct as the voice of the customer and collect feedback to drive continuous improvement across all areas including productCollaborate closely with other internal functions to facilitate connections between them and the customer to assist in achieving desired outcomes whilst managing customer expectations on resources, timelines and responses from other functions.QualificationsSuccess in the role requires a real team mentality, ability to work across different teams with disparate needs, creativity, and original thinking to actively identify new and different approaches to delivering Hiring Success to our install base.Qualifications:5+ years experience in a B2B client-facing role (customer success, professional services, sales, or account management)Demonstrated technical acumen and experience supporting customer implementation, adoption, and/or optimization of SaaS solutionsDomain expertise in recruitment and talent management is essential. Experience in working with HRIT is an advantageExperience in working with customers on both a strategic and technical level is essentialStrong data literacy and an understanding of core TA Metrics. Ability to use data to identify opportunities and communicate value to customersProven track record of driving issues to resolution and advocating on behalf of a customer.Demonstrated time management and communications skillsDemonstrated ability to plan and execute against customer priorities and expectationsExperience in Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Service ExcellenceExperience with SaaS solutions such as Salesforce, ServiceNow, SAP, Workday and/or customer success supported platforms preferredAvailable to travel up to 10%.Additional InformationSmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Expected salary

Location

Canada

Job date

Tue, 12 Nov 2024 23:25:31 GMT

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