Description

Accelo is looking for an experienced Customer Success Manager to join our global customer success team. You will be responsible for building and maintaining strong relationships with our client base, supporting them through product optimization and account growth. You will report directly to the Success Team Lead  and work cross-functionally on a daily basis with product management, engineering, sales, technical support, implementation and marketing.

Responsibilities

• Develop a trusted advisor relationship with key customer stakeholders and executive sponsors in addition to product end-users

• Immerse yourself in the Accelo product to understand common best practice and consulting solutions for your assigned customers

• Coordinate the involvement of company personnel, including support, engineering, and management resources, in order to meet account performance objectives and customers’ expectations

• Be the primary contact and point of escalation for your client champion(s) from Day 1 of Implementation through the life of the account

• Work alongside the implementation and professional services teams to drive session engagement, upsell and product rollout

• Identify opportunities and sell professional services to your existing customer base

• Proactively connect your clients to UserVoice to help fuel our product operations decision making

• Work alongside client enablement and product ops to gather detailed NPS feedback

• Produce consistent client outreach workflows and follow ups to drive client engagement, renewals and growth

• Work with marketing to identify Case Study opportunities

• Use all the tools at your disposal to mitigate client churn

• Participate in our monthly Webinar series alongside Product Experts as needed
  
  

Within Your First Month You'll…

• Understand the Accelo customer success landscape, including our account management processes, billing and reporting

• Develop an understanding of our customer journey, from initial sale engagement through implementation go live and renewal

• Build relationships with your peers in Technical Support and Implementation, as well as the leaders who support you and your team (Operations, People and Finance)

• Gain a high-level understanding of the Accelo product through direct training and self-paced onboarding materials

Within Your First Quarter You'll…

• Take on the management of high MRR clients

• Be proficient in the Accelo system and begin to handle inbound customer questions and issues.

• Begin selling professional services to your customers, achieving quarterly sales goals.

• Document and improve existing processes.

• Contribute in the development and execution of churn mitigation strategies

Qualifications

• 2-4 years of experience in a client-facing role, ideally in a technology company, marketing agency, business consulting or operations role.

• Excellent phone presence, patience and a friendly demeanor

• Excellent written and verbal communication skills

• Strong desire to help and bring smiles to customers’ faces

• A knack for working well with a wide range of people, both internally and externally.

• Ability to convey complex concepts to people with varying levels of comfort and experience with technology

• The ability to manage complicated accounts by successfully interfacing with everybody from the technical contacts to the C-level executives

• A true passion for helping others learn and adopt a robust professional services automation platform

The ideal candidate is someone with a passion for solving complex problems, strong communication skills, an endless drive to help and a vigorous enthusiasm to learn and grow. You should be comfortable acting as an escalation point with customers, development teams, and be able to manage individual and team projects through to completion. Relationship building, strong prioritization skills, and honest communication define you.

Nice To Haves

• Loads of initiative and ability to work autonomously

• Team player with a positive attitude, high intuition and a sense of humor

• Able to work under pressure in a fast-paced startup environment

• Be highly analytical and have a track record for improving the processes and organizations around you.

• Strong time management skills, attention to detail and follow-up

• Passion and commitment to customer success

• Strong technical aptitude

• Ability to sell both an application and deployment of a platform

• Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment

Salary ranges from $60,000 to $75,000 based on experience, with eligibility for a quarterly performance bonus structure following the onboarding/probation period.

Accelo is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law. Reasonable accommodations will be made to meet the requirements of the Americans with Disabilities Act and will be provided as requested by candidates taking part in all aspects of the selection process. All your information will be kept confidential according to EEO guidelines.