Sr. Customer Success Manager

Guidespark Portland , OR 97228

Posted 2 months ago

Enter the Hub: where Account Management, Product Development, Marketing Strategies, HR Communications, Digital Content, and Client Engagement collide. This is Customer Success, and at GuideSpark, this is where it's at. The name says it allwe're all about making our amazing customers hugely successful. We're working in some of the most exciting fields around, like video and mobile SaaS platforms, bleeding-edge analytics, and Content-as-a-Service. Not only that, but we're fundamentally changing the way companies communicate with their employees affecting millions of people right in their workplace, every single day. We need driven, collaborative, and tech-adept Customer Success Managers to join our trail-blazing team, and to add their smiling faces to everything that makes GuideSpark already great.

Why come to GuideSpark?

Because we're a growing remote workforce. Because we're voted one of the Best Places to Work in the Bay Area. Because we're on the Forbes Most Promising Companies list. And because we're completely revolutionizing the way companies talk to their employees. We're what happens when the latest video and mobile technologies meet revolutionized employee experiences and journeys, and the result is a major, coordinated disruption to the $67B communications and training market. We've got a lengthy list of A-list clients, from Fortune 500 to superstar startups, and our fast-paced, entrepreneurial culture is driving triple-digit growth. Want to know more? Submit your story now!

Here's what you'll do:

  • Take ownership of key customer accounts in order to establish yourself as a trusted partner to our valued customers.

  • Ensure retention and growth of all customer accounts through strategic account plan execution.

  • Closely manage and nurture accounts to identify and eliminate risk of attrition.

  • Conduct quarterly and annual business reviews to drive adoption and engagement across the enterprise within key accounts.

  • Align with customer goals and co-create success metrics to help customers achieve ROI.

  • Collaborate and communicate effectively with a growing team that includes Content production, Communication Strategy, Customer Enablement and Training.

  • Meet deadlines independently, balance multiple initiatives within your account book, and proactively engage customers through strategic account plans.

Requirements:

  • Bachelor's Degree or equivalent experience.

  • 6+ years of work experience, including 4+ years of related customer/account management experience.

  • Aptitude for account management/customer service and a high degree of professionalism.

  • Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues.

  • Outstanding verbal and written communications skills.

  • Superior time management skills; excellent attention to detail.

  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment.

  • Proven track record of professionalism in a dynamic work environment.

  • Team player with strong collaborative skills you've worked successfully in a busy team before.

  • Energetic and pro-active: a driven, self-starter who can work independently and as part of a team.

  • Desire to do all of the above while developing professionally and being part of a team that likes to have fun while working hard together.

Preferred Qualifications:

  • HR, benefits or health insurance broker experience.

  • Previous experience managing B2B customer relationships and/or working in a SaaS environment.

  • Experience working with Salesforce CRM

  • Experience with educational or e-learning content.

  • MEDDICC sales training experience

  • Adept at learning new software solutions and able to research and assess technology tools used in the creation and distribution of multimedia content.

GuideSpark is an E-Verify Employer

GuideSpark is an EEOC/AA Employer


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Sr. Customer Success Manager

Guidespark