Associate Customer Success Manager
Date: Dec 5, 2024
Location: Dhaka, BD, 1212 BD
Company: Optimizely
At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.
At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.
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 (not applicable in Covid-19 times)
Work Hours: Monday to Friday, 2:00 PM – 10:00 PM
Knowledge and Experience
- Relevant customer success and or account management experience in a software company
- Excellent written and verbal communication skills in English
- 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
Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.
As part of our commitment to you, here are other benefits and perks you can expect:
- Best-in-class compensation plans
- Two annual festival bonuses
- Recognition and rewards programs
- Paid Maternity (4 months) & Paternity Leave (12 weeks)
- Flexible vacations days and working hours
- Annual Work/Service Anniversary Leave
- Comprehensive medical & life insurance for you and your dependants
- Volunteering opportunities to make a difference
- Chance to work alongside our incredible global team
- Monthly and quarterly regional and global team-building events
- Communal transport facilities inside Dhaka to and from the office
- Free catered lunch every day
- An agile performance review process that encourages ongoing transparency between managers and direct reports
- Enablement program and soft skill training to support internal career growth and development
At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.