As a Senior Customer Success Manager with Directly you will work with our key accounts to ensure they are getting maximum value from our innovative product offering. She or he will make an immediate impact by fostering and expanding customer relationships, collaborating with internal teams across the company to drive business, and acting as the primary contact with companies like LinkedIn and SAP. If you are a polished communicator, team player, keen multitasker, and an analytically-minded CSM with a passion for delivering an excellent customer experience then we want you on our growing team.
Role & Responsibilities:
Manage 6-10 of our key enterprise accounts, establishing a strong rapport that drives customer engagement, retention, and success
Lead client education on product capabilities, manage the implementation of new initiatives, prepare and lead QBR activities, monitor program metrics to drive success, and maintain regular contact with your customers
Partner with our Professional Services team on integrations and large scale implementations
Approach your accounts with an analytical mindset, dissecting, analyzing, and using data to tell a story
Advocate for your customers by collaborating with internal teams including Product, Sales, Engineering, and Marketing
Partner with our Account Executive team on strategic opportunities and business expansions
Accelerate customer adoptions of Directly on all fronts, quickly assessing needed adjustments to make our programs successful
Skills & Experience:
4-8 years of experience in a Customer Success or Account Management role
Familiarity with the configuration of CRMs or equivalent systems
Industry experience in ChatBots, Virtual Agents, Messenger integrations, or related domains
Industry experience in Customer Service or Customer Experience
Skilled relationship builder with proven history of managing multiple mid to large enterprise accounts
Polished communicator and presenter with ability to speak to technical integrations
Collaborative team player who thrives in a fast-paced environment (i.e. you've got grit!)
Bachelor's Degree required
CRM admin skills
Background in professional services with API integration knowledge
Directly is an emerging leader in CX Automation, helping companies deliver better customer service at scale while creating economic opportunity for people in the AI era. Companies like Airbnb, Microsoft and Samsung use our integrated platform to put their expert users at the heart of their AI, resolving more customer questions at 60-80% less cost. Expert users identify gaps in self-service content, and are paid to: create support content that's delivered to customers automatically, teach AI algorithms to continuously improve, and resolve customer questions.
Directly is based in San Francisco and backed by top firms including Microsoft Ventures, Northgate Capital, Costanoa Ventures, and True Ventures.
We've got a an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join Directly and contribute to our culture of curiosity, authenticity, and innovation!