Customer Success Manager

Interana Redwood City , CA 94063

Posted 7 months ago

WHY YOU SHOULD JOIN US:

Interana is changing the data analytics industry through our platform that allows infinite, sophisticated and layered questions to be asked of all of the customer data. We bring an easy-to-use platform to the entire organization, instead of requiring trained data analysts to produce a limited set of static reports to make data-driven decisions. Our unique approach was originated by Facebook engineers who found that the best commercial tools were not powerful enough to support real-time exploration of billions of daily user actions and interactions. With Interana, the entire organization can stop guessing and start knowing how and why customers are acting, interacting and transacting with their products and services, in real time and throughout all time.

WHAT YOU'LL BE DOING:

As a Customer Success Manager at Interana, you are the primary point of contact for your portfolio of customers, such as Bleacher Report, SurveyMonkey, Headspace. You will work with customers to maximize the business value and make them successful with the Interana platform. You will own the post-implementation customer journey, from on-boarding users, to helping them answer complex questions about their business using the Interana platform, to providing upstream recommendations on their data infrastructure. You will be the voice of the customer and collaborate cross-functionally to communicate customer feedback and enhancement requests.

RESPONSIBILITIES

  • Own and manage post-implementation customer activities and serve as the trusted advisor and business partner to customers.

  • Develop strong relationships with key stakeholders and executive sponsors and ensure we add value by providing solutions that align with customers' overall business objectives.

  • Drive product adoption and engagement, maintain account health, and reduce churn across accounts.

  • Deliver effective on-boarding for end users and provide best practices and recommendations across different aspects of data analytics, e.g. instrumentation, infrastructure, analyses, etc.

  • Identify, plan and execute projects to help customers realize the full business value of the platform.

  • Serve as point of escalation for customer issues from Support Engineering.

  • Work closely with internal account teams to identify risks and growth opportunities and perform periodic business reviews.

  • Advocate customer needs and provide feedback internally to inform product vision and roadmap.

REQUIREMENTS

  • 3+ years of experience in Customer Success, Technical Account Management or other post-sale client-facing roles in a SaaS organization

  • Experience with data analytics to provide business insight and experience with databases, SQL, and Linux

  • Technical aptitude to understand, learn, and perform hands-on analytical and technical tasks with all layers of Interana product

  • Strong written and verbal communication skills

  • Ability to prioritize and problem-solve in a fast-paced environment and collaborate cross-functionally to deliver the maximum value to customers.

  • Excellent project management and organizational skills

  • Passion for working with customers and delivering product solutions

  • Bachelor's degree

  • Availability to travel up to 25%

PREFERRED QUALIFICATIONS

  • Knowledge of cloud architecture and deployments

  • Consulting experience in the software industry

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

Johnson & Johnson

Posted 1 week ago

VIEW JOBS 10/8/2019 12:00:00 AM 2020-01-06T00:00 Auris Health, Inc. is recruiting for a Customer Success Manager. This position can be remote or located in the office at Redwood City, CA. Auris is a technology company defining the future of medical intervention. By combining advancements in medical robotics, instrumentation, navigation and data science, Auris is building a platform technology capable of expanding the applicability of robotics to a spectrum of medical procedures. Overview: In this role, you will begin the customer's Monarch journey with them immediately following the sale, providing a bridge between the field sales organization and Auris' internal resources. You will be responsible for managing an installed base of customers in an assigned territory. You will focus on delivering an exceptional experience for new Monarch customers and serve as the primary internal advocate for obtaining, driving, and maintaining their long-term success. You will be a customer champion from start to finish – promoting the suite of services offered to our customers to promote optimal program success. To thrive in this role, you will need to be a master in proactive customer-facing communication, relationship management. This person may work with Technical Support, Customer Care, Training, Sales Operations, Clinical Engineering, Product Marketing, Product Management, Sales, and other teams to determine the best course of action required to deliver desired results. Core Job Responsibilities (Duties may include, but are not limited to, the following): * Deliver a best-in-class implementation of purchased Auris robotic platforms * Communicate with the customer the actions that Auris is taking to deliver and maintain customer health and experience * Educate the customer on how to optimize their supplies management and minimize risk while maximizing value * Monitor customer health metrics and communicate with internal teams to identify and commit to actions required to improve customer health * Cultivate strong relationships with both internal and field sales partners for assigned accounts to earn credibility in making recommendations and driving best practices that will maximize customer success * Convey the value proposition of the Monarch support offerings and manage the transition from Warranty to contracted support, driving the contracting and purchase order process to achieve stated service revenue goals * Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals * Collaborate with customers and sales teams to identify and track important customer goals that maximize utilization and adoption, leveraging Auris' resources, products and programs * Partner with sales, training, clinical engineering, product management, service teams, marketing and others to maximize the customer's adoption and expand their use of Monarch * Utilize available business systems to track, maintain and schedule all customer interactions to ensure all customer milestones are being met * Work cohesively with the Sales organization to educate them on support agreement pricing and selling strategies * Continually seek opportunities to increase customer satisfaction and deepen client relationships * Provide training on self-service tools and resources * Educate customers on operational best practices Qualifications Required Knowledge/Skills, Education, And Experience * B.A./B.S. in business, customer success or service, or other related fields and experience * 5+ years of experience in customer relationship management, including, but not limited to, Customer Success, Customer Service, Sales, or other customer centric roles * Must have excellent communication skills to negotiate and finalize renewals by interacting with * decision makers, end users and the legal team on client side. Also, one should be able to coordinate internally with sales, ops, and legal teams * Composed team member known for the ability to embrace a challenge while keeping the * presence of mind to have fun along the way * Ability to create and deliver effective presentations to internal and external customers * Positive attitude, self-motivated and an ability to work independently in a dynamic in a fast- * paced environment * Ability to think strategically, solve problems and use good judgment * Experience in MS Office Suite preferred. Working knowledge of ERP and CRM systems – SAP and Salesforce.com a plus * Must have consultative skills, deep domain knowledge, and understand the role service plays in the organization * Proven track record of sustaining & growing complex relationships including closing the renewal, * up sell/cross sell opportunities * Passion for customer success * Must be highly organized with the ability to manage multiple projects/tasks simultaneously and * effectively prioritize projects and tasks * Strong empathy for customers and passion for revenue and growth * Demonstrated desire for continuous learning and improvement * Excellent oral and written communication skills, able to speak articulately with personnel at all * levels Work Environment * This position operates in an office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers. Physical Demands * While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, type, handle or feel. Position Type and Expected Hours of Work * This is a full-time, exempt position * Minimal Travel 15% * Availability to work a shift commensurate with assigned territory across US Time Zones Primary Location United States-California-Redwood City- Other Locations North America-United States Organization Auris Health, Inc. (6267) Job Function Not Mapped Requisition ID 6304191001 Johnson & Johnson Redwood City CA

Customer Success Manager

Interana