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Customer Success Manager

3 months ago

Tucson, United States Simpleview Full time

**ABOUT SIMPLEVIEW**:
Simpleview is a software development, data analytics, and digital marketing firm that supports destination marketing organizations to reach their tourism marketing goals with first-in-class digital products and services. We believe our customers - towns, cities, states, and nations across the globe - have a role to play in creating great experiences for visitors, for the people who call them home, and for businesses and workers who rely on travel to sustain their local economies.

We are looking to add to our professional, dedicated, and hardworking team an independent, talented, top-notch **Customer Success Manager **with a great work ethic who thrives in organizations that constantly adapt and evolve. Preference will be given to applicants that meet requirements and are located in or around Tucson, AZ.

**JOB SUMMARY**:
The **Customer Success Manager** is the primary account manager and a consultant who drives retention and renewals by driving value for their customers over the life of their relationship with Simpleview. This person deeply understands customers - their goals and needs - and proactively develops integrated Simpleview solutions for them, whether by coaching on how to best utilize purchased products and services, assessing health metrics, sharing ways to improve, or ideating innovative solutions to customer problems, optimally before they even appear. In doing so, they coordinate between departments and maintain an understanding of all of Simpleview’s many software products and digital marketing services.

**RESPONSIBILITIES**:

- Manages a book of accounts composed primarily of medium-sized DMOs or middle-to-high spend accounts
- Exercises autonomy and independence in day-to-day management of book of accounts
- Provides mentorship and guidance to junior Customer Success Managers
- Presents externally to customer points-of-contact without need for supervision
- Interfaces regularly with key customer contacts, often at the Director/Vice-President level, depending on the size of the organization
- Understands client funding models, agency landscape and budget allocation for book of accounts
- Customer Advocacy
- Collects information about, and deeply understands, customer objectives, plans, goals and circumstances Advocates for customer issues at Simpleview
- serves as the customer’s voice
- Marshalls resources across the company to support customer needs
- Customer Relations
- Serves as the primary post-sale point of contact with the customer
- Gathers feedback regarding Simpleview experience and mines opportunities for engagement
- Identifies and provides warning of potential churn
- Customer Outcomes Management
- Demonstrates knowledge of all Simpleview products, services and integrations
- Accelerates customer’s time-to-value through consultative outreach and coaching
- reaches out to prevent stagnation through education, best practices or consultation
- Keeps up-to-date with best practices and use cases from Product Education Dept
- Shares new use cases for products and services with customers to increase value
- audits
- Customer Success Planning & Solutions Development
- plans to meet customer business objectives and improve performance
- contests, campaigns and promotions managed services and media that achieve strategic goals
- Leads or participates in customer success planning sessions

**TRAVEL REQUIREMENTS**

**REQUIREMENTS**:
This position requires a talented professional who exhibits the following attributes:

- Quick-study: learns new and complex information and how to integrate it very quickly
- People-lover: looks forward to interacting with clients through all mediums; has experience in a customer-facing role
- Proactive: thinks ahead, has tons of initiative, tolerates risk, and doesn’t wait to be told to act
- Enterprising: creates opportunity instead of waiting for it to come to them
- Empathetic: puts self in another’s shoes and deeply understands their perspective
- Information addict: loves research, data, and analysis
- Industry wonk: up to date with the latest digital marketing, travel, and tourism trends
- Analytical: puts disparate information together to develop a comprehensive and holistic understanding; always looks at problems from multiple perspectives
- Strategic thinker: sees the big picture; can naturally see how individual parts relate to the whole; instinctively sees how customer and company objectives meet

**PREFERRED SKILLS/EXPERIENCE**:

- 3-5 years experience managing a book of business or accounts.
- 3-5 years of experience at a digital or marketing agency.
- A degree is not a requirement.

**WHO WE ARE LOOKING FOR**:

- Professionals with solid skills and solid principles
- People who know the web like an old friend
- Employees who thrive on problem-solving and figuring things out
- Someone other people want to work with (organized, easy-going, non-toxic)

**WHAT IS IN IT FOR YOU**:

- Fulfilling work at a company that