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Customer Success Manager

4 months ago

San Antonio, United States Full Circle Insights Full time
Who Are We?

Full Circle Insights is proud to build careers by bringing amazing people (like you) together.

The Full Circle Insights team is made up of former Salesforce executives, marketing experts, product managers, and automation specialists who understand how valuable data is - and how frustrating it can be to get. Our powerful, native-to-Salesforce solution empowers companies to easily create attribution models, measure sales and marketing funnels, and align company-wide.

Our Core Values

Our Core Values:

  • Be Transparent
    • Transparency is a way of life. To truly Be Transparent you must be candid and honest with everyone to gain trust and build relationships
  • Build Bridges,
    • Building Bridges connects people. It creates trust, builds relationships, and generates growth opportunities both professionally and personally
  • Do It Now
    • Do It Now honors the importance of requests and questions, clears lingering tasks, and helps us focus on core actions that change the business
At Full Circle, we encourage creativity, value innovation, demand teamwork, expect accountability, and cherish results. If you're ready to make an impact and work with people who care about your success, you've come to the right place.

Requirements

This Role

Full Circle Insights is looking for Customer Success Managers with a focus on retaining and growing with customers through adoption, training, and the renewal process -with a focus on executive relationships. This role combines a revenue and value focus with a deep understanding of client needs and product capabilities to ensure clients are recognizing value- ultimately driving client satisfaction and maximizing the value derived from our solutions.

This role is responsible for proactively understanding where a client is at and what they need. The day to day will be proactively communicating and building relationships with executive sponsors with our clients, teaching and recognizing value, and renewing clients. To do this, you will need to learn the product, the value, and be professionally persistent both internally and with clients.

You will be responsible for understanding where clients are at any point of the journey and act as an internal client advocate. You will work closely with internal teams including implementations, support, sales, finance, and product.

In this position, interpersonal skills are just as important as technical expertise. Full Circle's customers have adopted a data-first approach to their marketing efforts. As a Customer Success Manager, you'll help them understand what to do with that data and why as you guide them through onboarding, business process reviews, implementation, and deployment.

The role reports directly to the VP of Customer Success.

Customer-Facing Responsibilities

  • Frequent proactive outreach to each client's executive sponsor
  • Guide customers through the client journey of their Full Circle products
  • Deep understanding of each organization
  • Advise customers on best practices for integrating Full Circle Platform with their existing processes and tools
  • Lead collaborative business and technical review sessions with customers
  • Facilitate internal discussions and decisions advocating for your client
  • Understand the technical tasks of platform implementation, including customizations, configurations, integrations, deployment, and testing

Vital Qualifications

  • High emotional intelligence with an analytical, detail-oriented mindset
  • Extensive experience across the Salesforce product suite
  • Proficiency and comfort working with Salesforce reports and dashboards
  • Ability to understand Marketing Operations requirements
  • Proven ability to design, optimize, and integrate business processes across systems
  • Salesforce declarative development experience
  • Genuine interest in helping customers succeed
  • Clear, precise communication and active listening skills
  • Willingness to build consultative skillset

Key Responsibilities:

  • Deep and Strategic Technical Understanding - Understanding and clarification of client goals and building efficient processes to help achieve a client's success. Will need to have an understanding of how to deploy our products quickly and efficiently and make strategic recommendations
  • Account Ownership: "The buck stops here" mentality. Though you will often need to engage other parts of the organization to find an internal solution, you will take full ownership of the clients
  • Forecasting: Lead end-to-end understanding of where clients stand from a health standpoint months ahead of renewal
  • Client Engagement: Serve as the primary point of contact for clients from a long-term perspective. Build strong relationships with key stakeholders, understand their unique requirements, and proactively address concerns to foster trust and satisfaction
  • Requirements Analysis: Collaborate with clients to gather and analyze requirements, translating business needs into actionable project plans and technical specifications. Ensure alignment between client expectations and solution capabilities to drive value realization
  • Solution Configuration: Work closely with internal teams to configure our products/services according to client specifications. Provide guidance on best practices and customization options to optimize solution fit and functionality
  • Training and Adoption: Develop and deliver training programs to empower clients with the knowledge and skills needed to maximize the value of our solutions. Drive user adoption through effective change management strategies and ongoing support
  • Performance Monitoring: Establish key performance indicators (KPIs) and success metrics to track the impact of our solutions post-implementation. Continuously monitor performance and identify opportunities for improvement to enhance client value over time
  • Risk Management: Anticipate and mitigate potential risks and obstacles that may impact renewal success or client satisfaction. Implement contingency plans as needed to minimize disruptions and ensure project continuity
  • Cross-Functional Collaboration: Collaborate closely with sales, product management, development, and support teams to facilitate knowledge transfer, gather feedback, and drive product enhancements based on client insights and market trends

Preferred Qualifications

  • Bachelor's degree in a relevant field
  • 2+ years of experience in marketing operations systems
  • Active Salesforce certification (Advanced Administrator, Service Cloud, and/or Sales Cloud), or relevant experience
  • Familiarity with the Salesforce data loader
  • Knowledge of marketing automation programs
  • Experience using Amazon Web Services (AWS)
  • Strong understanding of project management methodologies (e.g., Agile, Waterfall) and tools (e.g., JIRA, Trello)
  • Excellent communication and interpersonal skills, with the ability to effectively engage with clients and internal stakeholders at all levels
  • Solid problem-solving and decision-making abilities, with a focus on driving results and delivering exceptional client value
  • Experience in the software or technology industry is preferred, with a working knowledge of relevant technologies and platforms

Note: The above job description is intended to outline the general nature and level of work being performed by individuals assigned to this role. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required, and may be subject to change based on business needs.

Benefits

Benefits

  • The chance to work with innovative and progressive technology
  • Company-paid health, dental, and vision insurance
  • Start-up environment with a proven playbook
  • Medical and dependent care flexible spending accounts
  • Company Short-Term Disability coverage
  • Company-paid Life and AD&D coverage with the option to purchase additional coverage
  • Open PTO policy
  • 9 paid public holidays each year
  • 401(k) matching plan