Senior Customer Success Manager

1 month ago

Remote, Oregon, United States Ushur Full time

Description

Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer's self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience AutomationTM, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world's most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.

Responsibilities

  • Be the primary post-sales point of contact, and the owner of the customer journey for assigned customers. This role will collaborate closely with the sales account executive and the solution consultant, Usher Technical Consultants and Data Scientists, to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion.
  • Map customer processes to Ushur capabilities & data model
  • Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
  • Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
  • Provide proactive guidance to key users, encourage adoption, and assist in education on product updates
  • Coordinate with customer executive sponsors and project teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
  • Coordinate Customer Business Reviews, converting data and findings into tables, graphs, and written reports, and prepare presentations to deliver results to clients and management.
  • Develop an ongoing relationship with executive sponsors and champions within your client base in order to become their advocate internally at Ushur
  • Gather product feedback to share with our Product and Solution Engineering teams.
  • Identify opportunities for customers to act as Ushur advocates (e.g. testimonials, case studies)
  • Help foster company-wide culture of Customer Success
  • Travel to visit clients on site as needed during the onboarding and for CBR's) to provide support, build relationships with key users, and develop expansion strategies with your accounts

Requirements

  • Self-starter with a can do and problem solving attitude
  • 5+ years Customer Success Manager experience in SaaS companies, within Healthcare, Insurance, Finance industries (highly desirable)
  • 5+ years Customer Success experience managing multiple complex 7-8 figure annual contracts (must have)
  • Experience as a Solution Engineer or in project delivery is a plus
  • Workflow Automation products, AI/ML experience is highly preferred
  • Collaborate with Ushur Project Managers and in some cases directly with the client to develop and build a detailed technical project scope and plan to monitor and track progress
  • Coordinate internal resources for flawless execution of multiple projects and timely delivery
  • Track project performance through the use of data and analytics
  • Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
  • Proven effectiveness at leading and conducting executive reviews, training sessions, meetings, and workshops (often remotely)
  • Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
  • Flexible approach, able to operate effectively with uncertainty and change
  • Ability to travel up to 30%

Compensation:

The pay range for this position is $150,000 to $165,000 however, base pay offered may vary depending on skills, experience, job-related knowledge and location.

Benefits

Great Company Culture. We pride ourselves on having a values based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work

Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start up and know that every person has a significant impact

Rest and Relaxation. Unlimited PTO, paid holidays, and more

Health Benefits. Comprehensive health, dental, and vision. We offer a variety of plans to meet the needs of you and your loved ones.

We care about your Future. Access to 401(k) so you can contribute and generous stock options.

Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses and support your ongoing development and career growth.

Flexible Work. In-office, work-from-home, or hybrid, depending on position and location. We seek to create an environment for all of our employees where they can thrive in both their professional and personal lives.

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