Customer Success Manager III

4 weeks ago

Oakland, California, United States Great Place To Work Full time
About Us

Great Place To Work is a global authority on workplace culture, dedicated to helping organizations create a consistently positive employee experience. Our mission is to empower leaders and organizations to build cultures that drive business, improve lives, and better society.

Job Summary

We are seeking a Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for maintaining a portfolio of customers, building strong relationships, and ensuring customer satisfaction.

Key Responsibilities
  • Serve as a trusted advisor to customers, informing them of the value and opportunities Great Place To Work offers.
  • Be an expert on all Great Place To Work offerings, products, and services.
  • Understand customer needs to frame the value of Emprising in a way that supports their goals for working with Great Place To Work.
  • Own a portfolio of customers, including onboarding, advising, and checking in to ensure product adoption.
  • Listen for areas of dissatisfaction and improvement, and relay that information to stakeholders and Account Managers for continuous learning and improvement.
  • Offer expertise and best practices in survey design and data structuring for business impact.
  • Proactively provide updates and relevant information on product changes/updates, bugs, Great Place To Work events/research/Recognition program to customers.
  • Listen for and elevate opportunities to expand partnerships through upsells and cross-selling in collaboration with the Sales Team.
  • After-hours/on-call work may be required on occasion.
  • Travel requirements less than 25%.
Requirements
  • Minimum 5-7 years of professional work experience focused on Customer Experience/SUCCESS.
  • Proven ability to deal with ambiguity in a rapidly growing business.
  • Excellence in building client relationships virtually.
  • Demonstrated teamwork, self-direction, and client management skills.
  • Demonstrated success managing difficult conversations, timelines, and deadlines.
  • Comfortable taking the lead in problem-solving across multiple teams and work streams.
  • Proven ability to work independently and within a virtual team environment.
  • Comfortable with data analysis in Excel.
  • Proficient in Salesforce.com or similar CRM, plus a desire and willingness to learn new applications.
  • Strong written and communication skills.
  • Proficient with Microsoft Office 365.
Preferred Qualifications
  • Experience managing a logo quota and demonstrable experience in influencing account growth a plus.
  • Experience in any of the following a plus: digital customer experience, business development, online communities, data analysis content creation or product development.
  • BA or BS in a Business or OD discipline preferred; advanced degree a plus (MBA, Positive org. psych, I/O psych, OD/OB) a plus.

Great Place To Work is an Equal Opportunity Employer. We aim to create and foster a Great Place To Work For All where we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

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