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Customer Success Manager

Company: Ethos Search
Location: Bend
Posted on: January 11, 2022

Job Description:

The Customer Success Associate will focus on the delight and retention of our over seven million subscribers, ultimately driving revenue & customer expansion. You will be the champion for ensuring customers' end-to-end lifecycle experience is exceptional. You will partner with sales, customer support, operations, marketing, product, and engineering to develop and execute on your customer needs and strategy from all angles of the business.
The Customer Success Associate, reports to the Vice President, Customer Success, and will be chartered with developing positive customer relationships that perpetuate and grow the business. The Customer Success Team is focused on owning renewal revenue & upsells, along with overseeing customer onboarding, technology deployments, upgrades and other professional services projects for the customer base.
The role requires responsiveness and tenacity to satisfy customer needs to build strong customer relationships. Key to this role is being able to articulate value, inspire usage growth, and sell the future. As a trusted advisor, the Customer Success Associate determines how our products can be effectively applied to support achievement of customer strategic business goals.

  • Serve as the customer's primary relationship point of contact to provide guidance, work with support to resolve issues, and respond to questions
  • Act as the overall project manager/lead for new customer deployments, upgrades, and professional services with regards to smaller projects
  • Conduct business reviews, user training and "best practices" sessions remotely
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of products and services
  • Understand and assess customer requirements while overseeing customer's adoption, training and development of best practices to continually drive incremental value and return on investment
  • Disseminate application and vertical best practices along with scheduled product roadmap presentations
    • 3+ years of relevant work experience in either customer success, account management, customer engagement, or professional services
    • Ability to sell across sales, product, and management units
    • Demonstrated customer relationship/account management skills of corporate accounts and customer references that can verify this
    • Understand Enterprise Organization procurement processes
    • Strong ability to present product roadmaps, use cases, and upsell opportunities
    • Experience in Customer Success and Enterprise SaaS Sales
    • Enthusiastic and creative person with the ability to inspire others
    • Demonstrated ability to drive customer renewals and customer success
    • Excellent communication and presentation skills, highly refined interpersonal skills
    • Track record of working cross-functionally to effectively communicate customer feedback
    • Bachelor's degree or relevant experience in related field required

Keywords: Ethos Search, Bend , Customer Success Manager, Executive , Bend, Oregon

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