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Senior Customer Success Manager
at Certain, Inc.
Chapel Hill, NC

Senior Customer Success Manager
at Certain, Inc.
Chapel Hill, NC

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Description

Job Description

*We are interviewing candidates who either reside in Chapel Hill, NC or San Francisco, CA. We are open to this role to either being in Chapel Hill, NC or San Francisco.*

About the Role:

As a Senior Customer Success Manager (Sr. CSM), you will support our largest accounts as our customers’ advocate, ultimately responsible for engaging with customers post-sale, driving user adoption and satisfaction, as well as ensuring high retention and growth, because they love Certain and want more. You will become their trusted advisor as you confidently guide them (hands-on) with product best practices helping them to maximize their investment in Certain.

You will work with new and existing accounts to ensure they are successful with the Certain Event Automation suite of products as we help customers achieve their event/marketing goals. You will work collaboratively with Sales, Product Management, Engineering, Customer Success and Support to help make the customer experience outstanding.

As Sr. CSM you will be asked to be a CS leader, assist us in growing our department through process and tool enhancements, and mentor other team members to help them improve their CSM abilities.

If you love working with customers, always strive to improve your CS acumen, have a positive attitude, and have thrived in a similar role in the past, then we want to talk to you.

Principal Duties and Responsibilities:

  • Work with the customer to understand their criteria for success and develop and deliver customer success plans, identifying actionable goals and results for all accounts under your management; track and follow-up on net promoter score (NPS) to ensure customer satisfaction
  • Establish regular customer communication cadence with all levels within your accounts, leveraging steering committee meetings, health checks, and executive business reviews (EBRs), ensuring Certain has strong connections into accounts, customer champions are established and nurtured, and new products, opportunities and releases are appropriately introduced
  • Act as the Voice of the Customer and provide customer feedback to internal team members based on use-cases and requirements
  • Collaborate with Sales on renewals and to identify opportunities to expand Certain’s footprint within your account base. In some account instances, may be responsible for renewal and generating order forms for upsells
  • Identify high-risk customers and implement risk mitigation plans, engaging company resources as needed
  • Act as escalation point for customer escalations to ensure effective and rapid communication and problem resolution
  • Work with professional services team to ensure a successful implementation phase with our platform product. For our mobile app product, provide project management, implementation services, and customer support to ensure the timely delivery of our solutions according to customer needs and objectives
  • Use established Key Performance Indicators (KPIs) to guide your activities
  • Engaged with the CS team as a leader, supporting department growth through process and tool enhancements, and mentoring other team members to help them improve their CSM abilities
  • This role may also include a quota for selected accounts

 

Skills, Knowledge and Competencies:

  • Solid understanding of the Customer Success function in a SaaS business model and experience working with large global enterprise accounts. Activities include adoption, advocacy, retention, etc. to drive SaaS renewals, upsells, and referencability.
  • Strong collaboration skills and the ability to provide accurate and timely customer and internal follow-up
  • Empathetic customer advocate, Voice of the Customer, with innovative ideas to inspire customer loyalty and adoption including NPS for satisfaction
  • Project management and customer education / support experience for projects to meet customer objectives, contract terms, and customer adoption
  • Self-motivated team player with a positive attitude and ability to constructively work with stress when it surfaces showing diplomacy, poise and professionalism when working through customer issues
  • Strong oral, written, presentation, and demonstration skills
  • Strong leadership skills and experience interacting with a broad range of customers, partners, executives and colleagues at all levels, including C-Suite
  • Highly organized with meticulous attention to detail
  • Demonstrated desire for continuous learning and improvement; hands-on technical aptitude with the ability to quickly learn new technology, maintaining high-level product knowledge of Certain’s products and product direction in supporting the customer
  • Experience coordinating responses to customers RFP/RFI requests
  • Demonstrated experience creating compelling data backed business cases to introduce new processes to Customer Success and Certain
  • Knowledge of industry trends, best practices and competitive landscape
  • Experience with Google product suite, Slack, Microsoft Office, Salesforce, Gainsight, Zendesk, mobile apps, online meeting apps (such GoToMeeting, WebEx, Join.Me, MS Teams, Skype for Business)
  • Ability to travel 15-25%

 

Background and Experience:

  • 5 - 8 years experience in customer-facing roles (such as customer success, account management, professional services, customer support, pre-sales support or consulting) with experience delivering high-level presentations/demonstrations for SaaS products
  • 3+ years experience working in a SaaS business model, preferably in SaaS solutions delivery (mobile and platform)
  • Strong understanding of value drivers in recurring revenue business models

Education:

  • Bachelor's degree or higher in Business Administration, Marketing, Technology or other relevant focus.

 

Company Description

Certain is the leading provider of enterprise Event Automation to the Fortune 1000. Our SaaS solution helps data-driven demand generation and event marketers capture and integrate rich buying signals and attendee insights into omni-channel marketing campaigns to improve sales and marketing results and deliver credible event ROI. Headquartered in San Francisco, with offices in North America, Europe and the Pacific Rim, Certain partners with hundreds of enterprise and event management companies across tens of thousands of events with millions of attendees to deliver the best attendee experience through live events.

We are looking for leaders willing to take on the challenge of upending the event management industry. For more information about Certain, please visit our website at www.certain.com.

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