Customer Success Manager

This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality. We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth. To accelerate our growth, we are seeking an experienced Customer Success Manager to join our Customer Success Team. You will be responsible for day-to-day business interactions with 5 to 10 of our most high-visibility clients and partners. You will manage the client relationship, service their business needs, facilitate their technical requests, onboard new clients and track their progress, and identify up-selling opportunities. A major function of this role is project management ensuring that customer requests are resolved in a timely manner. You will be partnered with a Customer Support Lead/Trainer who will manage the technical relationship You're an excellent fit for us if you see yourself as an extension of the client’s own team, and you’re highly organized, detail-oriented, collaborative, and think quickly on your feet. This is an excellent job for anybody looking for career growth opportunities in Customer Success! We're a small team - there's a lot of opportunity for impact.

Responsibilities :

• The primary point of contact throughout the customer lifecycle (post-sales)
• Responsible for configuring the needs of major client(s)
• Enable the customer to derive the promised business value from our software and services solutions
• Onboard the customer following the Appvance structured process
• Provide structured and ad hoc training and mentoring as needed
• Drive timely resolution of customer issues
• Project manage all aspects of the project including reviewing solutions provided by support and services team members and make recommendations
• Ensure customer stated success criteria are met
• Drive customer happiness metrics for satisfaction and loyalty
• Constantly innovate and improve processes and procedures and drive friction out of all customer interactions

Requirements :

• 4+ years' experience working with Fortune 1000 accounts in a SaaS environment and a World Class understanding of Customer Success concepts, best practices, and execution strategies
• At least 2+ years in a Customer Facing role, and at least 2+ years of project management experience
• Experience analyzing and optimizing the existing processes in the Customer Success team
• Must be a fast learner, proactive, able to work independently and take initiative with mínimal supervision while hitting deadlines, and having exceptional customer-facing skills.
• Experience in working with complex, multi-divisional, multi-geographical customers
• Possesses the ability to interface with C-level executives to drive program strategy and ROI
• Ability to create and implement processes, policies, and procedures for Customer Success
• Must possess careful attention to detail, excellent time management skills and have a remarkable ability to follow through in an organized and effective way
• Ability to understand operational and business workflows and turn strategic concepts into actionable plans
• Data-driven, highly analytical, process-oriented and execution mindset
• Demonstrated desire for continuous learning and improvement
• Proficient with or the ability to quickly learn modern project management tools
• Accountability and personal organization are essential
• Passion for learning new technology and evangelizing to others
• PMP (or equivalent) Certified
• Excellent verbal and written communication skills in English
• Excellent interpersonal skills with good negotiation tactics
• Proficient with Microsoft Office Suite

Company Overview: FN1OhwhXXO