Customer Success Manager, Americas

Extensis Portland , OR 97201

Posted 3 weeks ago

Come work for the 2nd Healthiest Small Employer in Oregon!!!

Extensis provides a creative, energetic work environment and promotes a healthy work/life balance. We are committed to success through innovation and empowerment, and we're looking for people who share these values to contribute to and share in our success.

What We Offer | In addition to competitive compensation, a rich benefits package, generous vacation accruals, 10 paid holidays per year, a 401(k) Plan with employer match and education reimbursement we also offer some great perks:

  • Gorgeous and convenient downtown location overlooking the Willamette River with unfiltered views of Mt. Hood in the distance.

  • Free monthly transit pass or cash incentive to walk or bike to work (and a private, locking bike cage + on-site showers!)

  • Paid time to volunteer to the cause of your choice

  • Bagels on Mondays, Organic Fruit on Wednesdays and Donuts on Fridays (plus gourmet coffee and tea selection)

  • A cool lounge with refreshments and an arcade game

  • Monthly on-site massages

What We're Looking for | We are seeking two (2) outstanding Customer Success Managers to lead our newly formed Customer Success Teams in the East and West Regions of the Americas. The CSM will be responsible for entire customer journey to drive and increase adoption and utilization of Extensis solutions.

What You'll Do:

  • Strategically drive customer success initiatives to support and bolster account strategy planning.

  • Understand customers' business objectives and identify ways we can deliver increased value through appropriate use of Extensis

solutions

  • Be involved in all aspects of target account creation, customer acquisition, support, account management, educating customers and more. All team members look to CSM for input across all key decisions.

  • Expand customer base (retain and acquire new customers)

  • Deliver predictable outcomes and experiences for Extensis customers and predictable growth for their business

  • Deliver and communicate ROI for Extensis customers, throughout the customer lifecycle

  • Understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as target customer acquisition strategies

  • Monitor customer behavior and develop ideas and plans for improving on successes or solving issues in the most effective manner.

  • Reach out to churned customers to gain an understanding and to minimize future churn

  • Work to ensure that our customers are happy with our product and serve as a customer advocate to help get customer issues resolved quickly and feature requests routed to the right teams to take action

  • Lead initiatives that drive adoption of our products, helping customers realize the full potential of their investment in our platform

  • Establish metrics, templates and governance for the POD including KPIs, and track progress and dependencies

  • Be responsible for facilitating workshops to educate customers on best practices and customer calls to review issues/escalations.

  • Work cross-functionally with other teams to troubleshoot and escalate issues for customers.

  • Work on and develop internal initiatives to drive product adoption and customer satisfaction for our products.

  • Create solutions to increase operational efficiency for the POD/team. Identify and implement internal process improvements for our team and

the broader business.

What You Bring:

  • Bachelor's Degree or equivalent experience

  • Minimum 5 years' experience in Customer Success, Account Management, Professional Services, Management Consulting, or another client

facing role.

  • Strong leadership skills and previous experience managing teams in a technology company.

  • Knowledge of Customer Success metrics, NPS, customer satisfaction, etc.

  • Experience in working with complex, multi-divisional, multi-geographical customers

  • Strong experience with CRMs and related customer experience management platforms.

  • Deep understanding of value drivers in recurring revenue business models

  • Ability to create structure in ambiguous situations and design effective processes

  • Critical thinking, analysis, troubleshooting, and problem solving expertise

  • Ability to effectively prioritize and escalate customer issues

  • Strong written and oral communication skills with proven ability to initiate and manage relationships with customers of all levels

About Extensis | We were born in Portland, Oregon. We grew up servicing through our software solutions the creative, print, and publishing industry. And now more than 25 years later, we have become management experts in digital assets, including fonts, images, and geospatial imagery. We specialize in helpful, easy-to-use asset management solutions to streamline the connection between our customers and their assets.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager

Asknicely

Posted Yesterday

VIEW JOBS 4/17/2019 12:00:00 AM 2019-07-16T00:00 <p><strong>Why you’ll love working here</strong></p><p>AskNicely is an award winning customer feedback software (built on the NPS framework), that helps front-line teams deliver the right experience to every customer, every time. We’re a venture backed SaaS startup that, in four short years, has thousands of customers globally, with a growing team in Portland, Oregon and Auckland, New Zealand.<br></p><p>Our business is built (literally) on customer happiness (check out our reviews on <a href="https://workable.com/nr?l=https%3A%2F%2Fwww.g2crowd.com%2Fcategories%2Fenterprise-feedback-management%3Futf8%3D%25E2%259C%2593%26order%3Dpopular" rel="nofollow noreferrer noopener" class="external">G2 Crowd</a>). It's our love language, our purpose and the key to our success - now we’re looking for an ambitious Activation Specialist to join our customer success team.<br></p><p><strong>Be you</strong><br></p><p>The core essence of AskNicely is "appreciation". It's what we stand for and a principle to guide what we do each day. We appreciate different backgrounds, different contributions, different points of view and, most importantly, each other. It's how we win, together. We check our egos at the door and approach our work with curiosity because we don't have all the answers but we learn fastest together and celebrate our wins along the way. You're awesome. We're hiring.</p><p><strong>What we're looking for</strong></p><p>A highly-organized, multi-tasking, project-managing guru. Do you like juggling lots of tasks at once? Your ability to keep a customer motivated, on track, and being a customer advocate, is essential to your success. You bring high energy, and are motivated to make your customers successful, and take time to understand their objectives, goals and requirements for implementing AskNicely. You execute well under pressure and have a passion for life and hard work.</p> <ul> <li> <strong>Responsibilities</strong><ul> <li>Responsible for the customer on-boarding process from the time the sales closes through successful customer launch.</li> <li>Manage the customer transition from Sales to Customer Success and look for ways to improve the overall customer journey.</li> <li>Prepare for the customer kick-off meeting and ensure the customer relationship gets off on the right foot.</li> <li>Set the correct customer expectations and ensure the project is completed in a reasonable time frame.</li> <li>Manage the health and happiness of your customer and projects.</li> <li>Establish a strong relationship with your customer and get the client excited about starting their journey with AskNicely.</li> <li>Understand what the customer perceives as value and what is important to their business. </li> <li>Prioritize the on-boarding milestones and campaign launches based on customer business requirements.</li> <li>Effectively &amp; consistently communicate project status updates &amp; deadlines to the customer, and advise them on impacts to deadlines based on missed deliverables.</li> <li>Complete necessary quality assurance checks to confirm that the launch has been successful.</li> <li>Keep Salesforce and our project management tools up to date so customer journeys are up to date, and customer contacts and pertinent customer info is accurate.</li> <li>Ensure that the customer has a clear understanding of the AskNicely platform.</li> </ul> </li> </ul><p><strong>Requirements</strong></p><ul> <li>Minimum of 2 years experience in a customer facing position (preferably customer success, project management or consulting) in a technology or software services organization.</li> <li>Proven ability to manage on-boarding projects and deliverables.</li> <li>Strong SaaS skills or ability to quickly learn SaaS technical concepts.</li> <li>Proactive, energetic attitude with a strong desire to work in a results-oriented and deadline-driven environment.</li> <li>Must be detailed in documenting information and practice good follow through techniques.</li> <li>Demonstrates basic problem solving abilities, coupled with a desire to take on new responsibilities over time</li> <li>Possess excellent written and verbal communication skills.</li> <li>Elude confidence, patience, passion, ambition and drive.</li> <li>Ability to prioritize and manage your workload to meet and exceed deadlines and KPI's.</li> <li>A love for the customer and appreciation for their individual needs and experiences.</li> <li>Bonus points for working knowledge of the following: Salesforce, Intercom, ChurnZero, Net Promoter Score (NPS) framework, SaaS software</li> </ul><p><strong>Benefits</strong></p><p><br>Being at AskNicely means you will be part of an international, growing software company, providing opportunities for you to learn and grow in a supportive, collaborative environment. We are a well funded, growing SaaS company with offices Portland OR and Auckland NZ. </p><ul> <li>Competitive compensation based on experience</li> <li>Comprehensive healthcare and benefit coverage</li> <li>Paid company holidays and paid time off to recharge</li> </ul><p><br></p> Asknicely Portland OR

Customer Success Manager, Americas

Extensis