Customer Sucess Manager
YouSendIt, Inc. - Campbell, CA

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A Customer Success Manager (CSM) serves as a trusted advisor to our customers, helping them to achieve success with their YouSendIt solutions and maximize their return on investment. The CSM works with a broad cross-section of customers to strengthen adoption; identify opportunities to expand the footprint, and help with customer retention. By leveraging a consultative approach, our CSMs work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging YouSendIt capabilities, and provide recommendations on how to proceed. CSMs are an integral component of our organization, and we are looking for strong contributors to join this hybrid team of competitive and experienced professionals focused on customer loyalty, process improvements, and our customer's ROI.

We are searching for an energetic and motivated professional to become a primary part of a growing team responsible for customer success management for YouSendIt. You should have the best customer management and business consultancy skills, as well as ensuring that you can manage the required customer renewal and adoption management activity, across the your customer base, in order to meet agreed retention and usage targets. You will be comfortable at both consulting with and negotiating with all levels of individuals within an organization, backed up with a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire and sell the future of collaboration software as a service. As a trusted advisor and coach, it falls to the customer success manager to identify how our solution can be effectively applied to support the achievement of a company's strategic business goals. The ideal candidate will have relevant knowledge of cloud technologies.

Preferably you will be based in Campbell, CA. With this role occasional travelling will be required either to other offices YouSendIt offices or to customer’s sites. The successful candidate must have excellent interpersonal skills, be a strong communicator, organized and analytical with the ability to work well under pressure. They must be a strong team player as well as retaining the ability to work on their own proactively with macro management. You need to be an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively, with good territory management discipline.

Other responsibilities include the following:
  • Proactively identify and prioritize accounts to focus efforts within a defined territory as based on perceived risk, potential growth, strategic value, and renewal timeframe
  • Develop engagement plans for YouSendIt customers that outline their critical success factors, metrics for success, potential issues and provide recommendations
  • Ensure that all customers within your customer base achieve maximum value from their investment with YouSendIt
  • Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, the pros and cons, anything we can do to improve their ROI on the service
  • Through education, coaching and strong influencing skills
  • Responsible for maintaining and growing utilization of YouSendIt across your customer base
  • Develop a network of advocates within each YouSendIt customer account through education, coaching and strong influencing skills
  • Develop and execute a program to keep customers informed of the latest product releases from YouSendIt relevant to their business
  • Act as liaison between product management, support and the customer for instances where escalation of critical product issues is required
  • Develop a complete understanding of the YouSendIt products
  • Work closely with professional services to hand over new consulting opportunities and facilitate transitions from professional services following new deployments or re-deployment
  • Work collaboratively with Account Executives (Sales) who are responsible for driving revenue opportunities across a diverse account base through uncovering new business opportunities
  • Ensure a seamless experience for the customer during the hand off between sales through on boarding into consulting
  • Work collaborate with marketing and PR teams on building customer references
Desired Skills & Experience
  • Extensive direct client/account management experience in enterprise software, business consulting or related field
  • Ability to multi-task and handle complex matters with no supervision and with excellent follow up
  • 3-5 years relevant industry experience in High Tech/Enterprise Software
  • High degree of organization, efficiency, urgency and follow through on program planning and execution
  • Demonstrated ability to grow the relationships and expand the platform footprint with the customer organization
  • Outstanding presentation development and delivery skills, with ability to inform, influence and impact all levels of management
  • Prior hands-on working knowledge and/or implementation of an enterprise class collaboration solution
  • Bachelors degree in IT or other related field or demonstrated comparable work experience

YouSendIt, Inc. - 22 months ago - save job