Customer Success Manager
Viralheat - San Mateo, CA

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Job Description
  • Deliver an incredible experience to all of our customers
  • Welcome customers to Viralheat and guide them through the on-boarding and kick-off period
  • Manage all contracts with customers, renewals and otherwise
  • Provide training on the platform for current clients
  • Oversee customer retention
  • Offer consistent check-ins with enterprise clients
  • Act as a resource and consultant to our existing customers, proactively helping them with their social media marketing efforts.
  • Create creative strategy propositions (basically calling up the client with suggestions on how best to use the app to its fullest, integrating it completely into their company’s operations
  • Create recurring surveys of client feedback and reporting that back to the management team.
  • Generally wow our customers/clients with swift, savvy service as they send in support requests, ask questions, have problems, suggestions and ideas via email, telephone, Facebook or Twitter.
  • Work with our marketing team to manage our social presence, replying to people with questions and suggestions but also seeking out conversations/mentions in regards to our company/product
  • Serve as the liaison between customers’ requests/problems and the engineers, helping to prioritize feature requests and bug fixes.
  • Conduct periodic meetings with the customer and make recommendations to provide continued success with Viralheat

  • A passion for customer success
  • A keen interest and passion for Enterprise Social Media Marketing
  • Familiarity with social media related technologies, platforms and use cases
  • Experience using CRM tools (preferably Zendesk) and bug tracking tools such as Pivotal Tracker
  • Able to project energy and confidence and establish credibility via phone and email
  • Exceptional client interaction and verbal/written communication skills
  • Organized and methodical with excellent follow-through to ensure client expectations and deadlines are met
  • High attention to detail and able to oversee multiple customers simultaneously
  • Awareness of mobile and social trends
  • Technology background and interest is required
  • A minimum of 1-3 years experience in Account/Relationship Management, Consulting or Customer Support (or other customer facing role)
  • Ability to multi-task and adapt to change quickly
  • Attention to detail and pro-active personality

Additional Information Must be based in the Bay Area
  • Competitive salary + medical/dental benefits
  • Snacks/drinks in the office
  • Lively work environment
  • Company retreats
  • Startup environment – in the truest sense of the words

Viralheat is an Equal Opportunity Employer.

All your information will be kept confidential according to EEO guidelines.