Client Success Manager

Cloudfactory Raleigh , NC 27601

Posted 3 weeks ago

We are looking for an experienced client success manager to be a trusted advisor for our small market clients, applying relational and business consultancy skills to help them leverage CloudFactory as a competitive advantage to dominate their market. You will manage the overall post-sale business relationship with assigned accounts, overseeing the onboarding process and then driving satisfaction, retention, and growth throughout the client journey. You will be able to maintain a holistic understanding of client expectations and success measures and lead strategies to support those goals. You will take the lead on identifying and securing growth opportunities and working cross-functionally to ensure clients desired outcomes are achieved. And you will advocate client needs and share wins and learnings cross-departmentally to help everyone learn to better serve our clients.

Key Responsibilities:

  • Manage the entire post-sales business relationship with clients, overseeing the onboarding process and then driving satisfaction, retention, and growth throughout the client journey
  • Develop trusted relationships with decision makers in each account to understand their goals and drive value; deliver regular executive business reviews for your customers
  • Track account health and collaborate cross-functionally to identify growth opportunities, churn risks, and work proactively to deliver an excellent customer experience.
  • Collaborate with the rest of the Customer Success team to develop industry leading processes and best practices for delivering success to clients.
  • Serve as the voice of the customer and provide internal feedback on how we can better serve them to maximize customer value, growth and retention.

Requirements

You love building relationships, and you can manage through ups and downs. You are committed to understanding your clients and delivering successful outcomes for all your clients. You have proven ability to drive continuous value through products or services. You thrive in a high-growth, dynamic, fast-paced entrepreneurial environment, which means things can change quickly (dont say we didnt warn you). Youre a great communicator. You know what to say, and what to leave out. You also have a high EQ (emotional intelligence). Youll need to empathize with our customers and work cross-culturally with team members across the globe. Youre analytically inclined. You understand what data means and how to apply it to identify opportunities and solve problems.

Desired Experience:

  • Bachelors degree (BA/BS)
  • 4+ years of experience in a client facing role; specifically in client success, account management, and/or management consulting experience, ideally in SaaS or similar
  • A customer-first attitude; strong passion for exceeding customer expectations
  • Ability to work in a fast-paced environment while staying focused and flexible
  • Demonstrated success in understanding a customers business and building senior-level relationships with customers
  • Proficiency with Customer Relationship Management Systems Salesforce a plus
  • Experience in sales, revenue retention, and up-sell experience
  • Excellent written and verbal communication skills.
  • Agile, self-starter who can work independently and collaboratively; possesses a people-oriented, friendly can-do attitude.
  • Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
  • Exceptional organizational, analytical, strategic and detail-oriented thinking skills.
  • Excellent planning, organizational and prioritization skills

Key Locations: Raleigh/Durham, Boston, Chicago, Denver, and Bay Area (SF)

About CloudFactory:

CloudFactory provides a tech-forward, professionally managed workforce solution with all the benefits of a trained internal team. Our teams are agile, scale fast, and process data with high accuracy on virtually any platform specializing in Digitization, Managed Crowd-sourcing, Image Annotation, Image Labeling, Cloud Labor, Machine Learning, Artificial Intelligence, Natural Language Processing, Video Labeling, Video Annotation, Outsourcing, Data Processing, Data Labeling, and Workforce Solutions

CloudFactory is on a mission to change how work gets done. We're using technology to make it super easy and affordable for startups and fast-growing companies to automate and outsource routine back-office data work. As a leader in the Impact Sourcing movement, we aim to connect 1 million people to online work, while raising them up as leaders to address poverty in their own communities. Our workforce is recruited from talent hot spots around the globe such as Nepal and Kenya where we can hire the best and brightest in areas where there are thousands of talented people, but limited opportunities for meaningful and sustainable employment.

If you want to join our movement, click on the link below to apply. Dont settle for a job, pursue a calling at CloudFactory.
Still unsure? Read 5 Reasons You Should Work at CloudFactory.

Benefits

  • Work from Home. We are 100% distributed at this time
  • Community service opportunities
  • Startup company culture
  • A mission you can stand by!
  • Room for growth! We prefer to promote from within than hire from without
  • Medical, dental, vision care, and 401(k)
  • Accident and disability insurance
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