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Customer Success Account Manager
3 months ago
About Us
rasa.io is a SaaS company that is using cutting-edge AI technology to change the way organizations send email newsletters and communicate with their audiences. We have hundreds of clients worldwide and are seeking new team members to help scale our growth.
rasa.io Values
Demand diversity in thought:
We demand all of our team members seek out ideas beyond their own. Diverse ideas often come from diverse people and sources. We are creative and seek to turn over stones and solicit ideas from people who may not always be the first to share them.
Simpler is better:
Find the simplest possible way to solve each problem. Unnecessary steps, features, or processes must be cut with extreme discipline.
Tell it like it is:
No matter what, say what you mean and mean what you say. Do this while practicing empathetic listening.
Learn by doing:
We are not afraid to start things with little information or insight, experiment, fail, iterate, and try again. We strive to find the best way to solve hard problems with a bias toward action. We work hard to share our learning along the way so that we can get better as individuals and as a team.
Measure it:
If you can’t measure it, you can’t improve it. Measure everything that you are shooting for and tell it like it is along the way.
Own it:
As a team and as individuals, we own our individual outcomes end to end. When we sign up for something, we get it done. As a team, there is no “they,” there is only “us” and “we,” and we all own our success together. We vigorously debate our goals once we set them; even if we don’t all agree, we all own them together.
Celebrate success:
Celebrating success means celebrating success and the steps that lead to success. We embrace failures along the way and the need to start from a position of inexperience.
About The Job
The Customer Success team is the face of rasa.io after the initial sale. They play a critical role, in building relationships with clients, facilitating client onboarding and ongoing training, and working to become trusted advisors to their clients. They are responsible for ensuring a high-quality onboarding experience and adoption of our platform to ensure strong retention of clients.
As a Customer Success Account Manager, you have extreme ownership of clients entrusted to your care to retain them as clients, maximizing their experience and satisfaction. Additionally, you will be responsible for identifying Customer Success Qualified Leads (CSQLs) and coordinating to optimize potential upsell opportunities. The goal is to help us safeguard our revenue and retain our customers.
Responsibilities & Expectations
These responsibilities are not to be construed as a complete statement of all duties performed. Employees will be required to perform other job-related duties as required
Build and nurture client relationships to ensure successful product adoption, alignment with business objectives, and strong partnerships.
Understand clients' success criteria and business drivers to create strategic plans and drive outcomes.
Facilitate smooth onboarding for new clients and proactively monitor client health to identify and mitigate churn risks.
Conduct Business Reviews and schedule regular meetings to assess progress, increase engagement, and achieve desired outcomes.
Quickly and efficiently resolve ad-hoc client issues.
Identify and coordinate revenue growth opportunities for upsell, cross-sell, and expansion.
Analyze client data to draw insights, communicate findings, and improve client engagement processes.
Obtain referrals and capture success stories for Sales and Marketing.
Act as the voice of the client, providing feedback to the product team and collaborating with internal teams (sales, engineers, senior management) to address client needs.
Lead feature demonstrations for stakeholders of current and potential partners.
Strategize and collaborate with cross-departmental peers in Sales, Marketing, and Product.
Assist company leadership with presentations, client meetings, and conferences, including travel as needed.
Ensure data accuracy for operational excellence
Identify and implement process improvements for efficient client engagement.
Manage numerous relationships to ensure customers achieve desired outcomes using rasa.io.
Qualifications
2+ years of experience in a Customer Success, Account Management, or Onboarding role with an emphasis on product adoption
SaaS experience is a plus.
Proven track record of meeting and exceeding targets.
Experienced tracking relevant KPIs
Skilled in putting together professional presentations with clear data stories.
Proficient in MS Office, and G-Suite, with working knowledge of CRM platforms (e.g. HubSpot).
Additional Skills
Problem-solving aptitude.
A customer-oriented attitude.
Excellent communication and ability to negotiate on the fly.
Focused on ensuring an exceptional customer experience- for both internal and external customers.
Stands up for decisions, takes responsibility for results, and shares both good and bad outcomes transparently.
Experience working to promote value through customer experience.
Detail-oriented and relies on data to drive decisions.
Takes decisive action, and confidently changes course if unsuccessful.
Demonstrates a relentless focus on results with a commitment to deliver.
Displays a growth mindset to continually improve; encourages everyone around them to be tenacious and never settle.
Constantly seeks feedback to improve; focuses on solving issues through teamwork, and collaboration.
Acts with urgency; delivers top results in hours and days instead of weeks and months.
Relentless in their pursuit of success and possess the willpower to embrace challenges as opportunities.
Physical Requirements & Environmental Conditions
Location: Remote (Although we are fully remote, about half of the team is located in New Orleans, LA)
Frequency of travel: Occasional travel may be required for meetings, training, and/or conferences.
Benefits
Competitive Compensation
Health, Dental, Vision, Short- & Long-Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)
Unlimited PTO
Family Leave
Training & Development
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