Customer Success Development Manager
3 weeks ago
We are seeking a highly motivated and experienced Customer Success Development Manager to join our Account Management & Customer Success team. As a key member of our team, you will be responsible for leading the day-to-day team activity in achieving sales goals, ensuring ongoing knowledge development across the team, and training Customer Success Associates (CSAs) for their next role.
Key Responsibilities- Manage and lead the San Francisco CSA team to achieve sales goals
- Set, document, and measure objectives, key results, and goals
- Design and implement processes to improve sales performance and identify opportunities for growth
- Report on sales metrics and own responsibility for team results, through Salesforce and PowerBI
- Set and communicate expectations for new and existing team members
- Mentor and develop customer success associates and create an environment where they can excel
- Facilitate new team member onboarding and trainings
- Encourage the team to collaborate and respect diverse perspectives
- Conduct team meetings to update CSAs on best practices and continuing expectations
- Customize training needs as needed and provide coaching including role plays, so that CSAs achieve sales goals
- Assist on developing relevant marketing initiatives and communicate these initiatives to the CSA team
- Manage scheduling required for CSA and Account Manager collaboration
- Maintain a regular cadence of 1:1s with each team member to recap performance, identify improvement opportunities, and support career development
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested
- Bachelor's degree or equivalent experience required
- 1+ years of professional management or team lead experience, ideally in a Sales environment
- 2+ years of outbound prospecting experience
- Prior experience with Salesforce or similar CRM preferred
- Process oriented and able to develop and execute processes that drive outstanding results
- Excellent communication skills both written and verbal with the ability to present material to groups in person and via the phone
- Superior organization and able to effectively manage a large team
- Compassionate, diplomatic, and able to modify management style to be effective with a diverse group of employees
- Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
PitchBook offers a comprehensive benefits package, including comprehensive health benefits, additional medical wellness incentives, STD, LTD, AD&D, and life insurance. We also offer a paid sabbatical program after four years, paid family and paternity leave, annual educational stipend, ability to apply for tuition reimbursement, CFA exam stipend, robust training programs on industry and soft skills, employee assistance program, generous allotment of vacation days, sick days, and volunteer days.
We also offer a competitive compensation package, including an annual base salary of $95,000, annual on-target variable commission of fully ramped representative meeting expectations of $50,000, and PitchBook currently has no cap on commission and commission is determined by individual performance.
Working ConditionsWe believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 4+ days/week and that you are in the office full-time during the training period, for which the length varies by role.
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.
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