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Customer success manager

Pasadena, CA
Overview

In this full-time role you will work with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by iMeet®Central. You will work with your accounts proactively to drive adoption and act as the voice of your customers internally with the iMeet Central team. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with iMeet Central. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you.

Responsibilities

Promote sustainable and long-term user adoption

  • Working aggressively and effectively with clients and other team members to drive healthy user adoption and activity and identify expansion opportunities
  • Develop and execute on long-term account plans
  • Conduct quality and product usage checks to ensure customer and product expectations are being satisfied for clients and that a high level of service is being delivered
  • Drive user adoption through ongoing workflow optimization, user education/training, and issue abatement

Relationship building – trusted advisor

  • Proactively connects with customers to gain an understanding of their needs and ensure they understand and find full value of our products and services
  • Building and maintaining healthy relationships, keeping client deployments on track for continual success
  • Quarterly business reviews

Account growth

  • Identify expansion opportunities within existing client accounts
  • Be a collaborator who can quickly identify the correct internal resource and work closely with them to ensure your customer’s needs are addressed quickly and completely
  • Be equally comfortable with creating and evaluating strategic plans as you are with executing on the individual action items and details
  • Work in partnership with the account manager to engineer appropriate product demonstrations for new and existing client opportunities
Measurements of success
  • Minimal % of customers marked at risk based on usage statistics
  • Achieve user adoption targets (measured as aggregated user activity and contribution)
  • Meet or exceed defined renewal targets within assigned accounts
What we’re looking for
  • Excellent analysis skills and the ability to develop processes and methodologies
  • Excellent written and verbal communication skills; ability to set expectations and communicate goals and objectives with customers and teammates
  • Team player with strong communication and interpersonal skills
  • Detail-oriented individual with the ability to rapidly learn and take advantage of new concepts, business models, and technologies
  • Ability to break complex concepts into easy to understand concepts and training modules; ability to solve complex problems under pressure
  • Required 4-year degree or 8 years of equivalent relevant experience
  • Effective issue identification, prioritization, and escalation skills
  • Strong understanding of internet technologies and a demonstrated capacity to learn
  • Some HTML/CSS knowledge a plus
  • Experienced with PC and Mac operating systems as well as a variety of browsers including Chrome, Internet Explorer, Firefox and Safari
  • Project management, multitasking and time management skills
Qualifications
  • 4-year degree required
  • Passionate, determined, well spoken, analytical
  • Understands how to communicate value
  • Insists on being a product expert
  • Enjoys team environment, great team player
  • Experienced in opportunity creation and the challenges of building a business

SOUND LIKE YOU?

Email us at jobs@imeetcentral.com with:
A *PERSONALIZED* cover letter
Your resume/CV
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