A Customer Success Manager at Alooma helps maintain high levels of satisfaction and engagement among our customer base. This is a great opportunity for a SaaS Customer Success or Account Management with three to four years of experience to join a dynamic company and work directly with progressive customers.
High Level Responsibilities:Develop a trusted advisor relationship with customers such that all activities are closely aligned with the customer's business case and business strategy, allowing them to recognize the full value of working with AloomaEstablish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investmentIdentify and grow opportunities, and collaborate with Sales to ensure growth target attainmentFoster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
Tactical Level Responsibilities:Drive Customer Success OutcomesDrive increased engagement for new and existing customers; increase renewal rates and keep our churn rate near zero; expand our revenue in accounts through up-sell; influence future lifetime value through higher product adoption, customer satisfaction and overall health scores; and drive new business growth through greater advocacy and reference-ability Manage Customer Success Activities including:Schedule and conduct kick off meetingsCreate onboarding tasks, deliverables and scheduleCreate and manage implementation schedule and ensures that we stay on trackAccount management related tasks e.g. monthly checks in, business reviews, in-person meetingsIdentify up-sell opportunitiesCustomer Slack communication managementZendesk ticket management with help of customer success engineersWork closely with sales and service engineers to resolve customer issues
You Must Have:Overall 4+ years of work experience, preferably in account management, customer facing rolesStrong empathy for customers AND passion for customer’s successExcellent organizational, consulting, project management, and time management skillsAbility to communicate technical solutions provided by engineering team in a meaningful way for the benefit of internal teams and client discussionExcellent project management skillsExcitement to achieve quarterly financial bonuses based on reducing/eliminating churnDesire to work in a dynamic startup where your input is desired to help shape our offerings and how we interact with clients
Preferred Skills:2+ years of Customer Success experience in big data/research, measurement/analytics, database managementExperience analyzing data, trends to customer growth opportunities and churn signsUnderstanding of ETL technology and tools