Associate Customer Success Manager

Introduction

Customer Success Managers at Optimizely are the customers advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As an Associate CSM you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the life cycle.

Job Responsibilities

• Implement and ensuring a ‘white glove’ service for our customers
• Address risks of client churn with senior management
• Introduce new products and services to our customers
• Regularly share expertise with the team to support continuous learning and improvement
• Analyze data, discover compelling insights and develop action plans to achieve goals
• Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
• Develop and maintain a customer success management plan, and to execute against that plan
• Do consulting and training customers to leverage the best of Optimizely’s solutions to optimize the customer’s ROI
• Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company’s services and additional products
• Drive excellent customer satisfaction by understanding and over-delivering against Customer expectations
• Maintain customer success targets through contract renewals, growth and lead generation
• Full management of the customer renewal process
• Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPI’s
• Pro-actively reporting back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
• Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value
• Collaboratively work effectively with and across other departments, especially the sales team
• Maintain an active course of self-development in Optimizely & Industry developments
• Travel to customer locations when necessary 

Knowledge and Experience

• Relevant customer success and or account management experience in a software company
• Excellent written and verbal communication skills
• Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
• Strong conflict management and conflict resolution skills
• A passion for people, able to use your initiative and willing to go the extra mile
• Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
• Track record of achieving targets in a solutions environment
• Ability to work well under pressure, while retaining focus and composure
• Ability to communicate technical/ business issues and solutions clearly and confidently
• Ability to understand, communicate and interpret best practice digital marketing techniques
• Confident; self-motivated and driven to achieve

Education

Ideally but not essential - Bachelors degree in Business Administration, Science or IT preferred and further professional training in direct marketing