Job Description
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we’re seeking a Manager, Customer Success to support our growing global team.
Reporting directly to our Managing Director, UGC Solutions, the Manager, Customer Success will work with key clients to provide measurable results and prove the value and ROI of the client’s investment. The Manager, Customer Success role will be a strategic leadership position and will be responsible for hiring, training, coaching, and guiding the Customer Success team as they service our customers. A key driver of success in this role will be team metric tracking and the ability to ensure the team is functioning at the highest level both qualitatively and quantitatively.
As Manager, Customer Success at 1WorldSync, responsibilities include the following:
- Manage and guide the Customer Success team in day-to-day client management tasks
- Critically assess the current processes of the team to find holes and offer and implement process improvement ideas
- Develop and train team members to identify risk, reduce churn, and identify upsell opportunities within their client base
- Track individual and team KPIs on an ongoing basis, and identify ways to improve the process
- Conduct team meetings and recurring 1:1s with individual direct reports
- Lead hiring efforts as we scale the team to full capacity
- Assist in defining client health metrics
- Collaborate closely with Account Managers and management to align and accomplish goals
- Act as an escalation point for client issues and provide leadership for the organization to help clients understand the overall value of the product
- Surface trends and patterns to management for clients at risk and opportunities for growth.
- Maintain and develop client relationships for customers at the executive level through various levels of communication including on-site meetings (when possible), regular conference calls, web meetings, and email communication.
- Consult with clients to define key ROI measurement metrics that align to the marketing strategies and plans
- Identify opportunities for new features and product adoption in the assigned client base and work to provide qualified leads to sales.
- Complete all required administrative functions for tracking customer communication, issues, and metrics.
- Act as the client's advocate and primary escalation point to ensure that all requests are addressed and completed on time
- Act as a liaison between clients and product organization to ensure functionality enhancements are communicated to the product team and that customers are aware of new offerings
- Other duties as assigned
Required Skills and Experience:
6+ years of experience managing clients with multi-level organizations that have numerous business drivers and priorities.
- 3+ years of experience working with the UGC platform, products, and customer experience at the corporate level
Desired Skills and Experience:
- Proven track record of consistently meeting and exceeding KPIs
- Positive and decisive attitude to ensure you stay calm in an escalation situation
- Solid relationship-building experience
- Entrepreneurial attitude and approach to challenging situations
- Able to handle multiple and competing priorities with grace
- Display and transcend empathy for being client-centric
Proven experience with client escalations
Benefits:
- Incredible health benefits (FSA and HSA options), with dental and vision coverage.
- 401(k) plan with employer match.
- Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
- Short and long-term disability and life insurance.
- Additional optional benefits include a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.
Additional Details:
- This is a hybrid position that requires 3 days per week at our Chicago headquarters location
- This role requires the candidate to have the authority to work in and be located in the US.
- This position requires up to 10% travel.
1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
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