Customer Success Manager

Anyperk San Francisco , CA 94118

Posted 6 days ago

Fond is a SaaS platform that seamlessly consolidates employee rewards and recognition processes into one easy-to-use solution. With Fond, employees and managers can recognize each other, redeem rewards, access exclusive corporate discounts, and measure success so HR departments spend less time managing programs and more time driving results. Some of our current customers include Salesforce, Sephora, and Visa, plus hundreds of others. Fond is a Y Combinator W12 company and funded by investors including DCM, Andreessen Horowitz and SV Angel. If you want to be part of the team that delivers industry-leading engagement and recognition capabilities for top companies, Fond is for you!

As a Customer Success Manager, you will be responsible for activities spanning from on-boarding, goal setting and metric management, to ensuring engagement, retention, and negotiating up-sells. You will have an in-depth understanding of customer's overall business needs and possess the ability to identify and articulate how Fond can enhance their business goals. Serving as an employee happiness expert, the right candidate is truly passionate about customer advocacy. This is an exciting opportunity to drive the success of our customers and, furthermore, directly impact the growth of Fond.

Responsibilities

  • Own overall relationship of assigned customer accounts, which includes being responsible for customer on-boarding, increasing user acquisition and engagement, and ensuring retention and up-sells

  • Establish a trusted/strategic advisor relationship with each enterprise customer and continuously articulate the value of Fond

  • Improve customer satisfaction by understanding a customer's business needs, setting in place actionable next steps and increasing engagement

  • Conduct regular QBRs and business reviews to ensure engagement and growth

  • Track accounts to identify churn risk and work proactively to eliminate that risk

  • Close renewal business, meeting or exceeding quota and identify and/or develop up-sell opportunities

  • Collaborate closely with internal teams including Marketing, Sales, and Vendor teams in order to identify potential opportunities

Required Skills

  • 3+ years of professional experience

  • 1 year in a SaaS environment

  • Salesforce or similar CRM experience

  • Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention

  • A proven track record of success building strong relationships with key stakeholders

  • Motivated self-starter with understanding of key customer success concepts and passion for working with customers

  • Excellent verbal and written communication and negotiation skills, with the ability to persuasively articulate Fond's product offerings and business value to customers

Bonus Skills

  • B2B SaaS experience a plus

  • Solution-oriented consulting experience

  • The drive to continually exceed goals

  • Bachelor's or other advanced degree

Fond Benefits

  • Access to a Fond account

  • Competitive salary and equity package

  • Great culture and team camaraderie

  • 100% Employee premium coverage on Health, Dental, and Vision insurance

  • Flexible Vacation Policy

  • Macbook Air

At Fond, we celebrate uniqueness. We don't discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status. Nor will we hold it against you if you prefer House Hunters to House of Cards or Cheez-Its to Goldfish. We welcome all types!


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

Microsoft Corporation

Posted 6 days ago

VIEW JOBS 3/13/2019 12:00:00 AM 2019-06-11T00:00 Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn't anywhere else. This is a world of more possibility, more innovation, more openness, and sky's-the-limit thinking – a cloud-enabled world. Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas, because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference. To learn more about Microsoft's mission, please visit: https://careers.microsoft.com/mission-culture Check out all of our products at: http://www.microsoft.com/en-us Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services. We are looking for a Customer Success Manager to drive successful adoption and expansion of Modern Workplace workloads within her/his assigned accounts. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce competitive risk, drive usage of existing workloads, and identify opportunities in her/his accounts. This role will create customer value through usage, and create the conditions for optimal renewal and upsell growth. Experiences Required: Education, Key Experiences, Skills and Knowledge: * 2+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal. * Ability to map the customer's business process to product capability. * Experience in running governance of complex deployment and usage projects within large organizations. * Strong technical understanding of Secure Productive Enterprise (SPE) workloads. * Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers. * Deep passion for making others successful. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. This Customer Success Manager Modern Workplace role will cover assigned customers in their territory. This is an exciting role that will help create bonds with our Modern Workplace customers and will fuel customer success, retention, growth, renewal and advocacy. We strive for our customers to realize success, transforming their business, through the adoption of our modern workplace solutions. Key responsibilities include: * Drive usage growth of "Modern Workplace" workloads (Office 365 Modern communications apps (Yammer/Teams/Outlook Mobile/Kaizala), Modern Core (EXO, SPO), Windows 10 and Security) * Be the single point of accountability for Modern Workpalce workload consumption within the customer * Engage workload experts (e.g., TSP, ATS, FastTrack/ENG, partners, etc.) to drive usage and help accelerate customer value for each workload * Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence adoption * Secure BDM/ITDM intent to use of workloads * Clearly define BDM/ITDM business outcomes and build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them * Establish and run deployment and usage governance processes to increase deployment and usage velocity. The governance shall coordinate activities across customers, partners, engineering, services and field roles needed to achieve healthy SPE consumption * Represent the "Voice of the Customer" within Microsoft, and document business-value driven customer success stories and best practices * Activate Microsoft sellers (AE, SSP) when new sales opportunities (Upsell or Cross-Sell) are generated through consumption engagements with BDM/ITDM Microsoft Corporation San Francisco CA

Customer Success Manager

Anyperk