Customer Success Expert
3 weeks ago
Job Overview
Vyond is a leading provider of cloud-based video creation solutions. As a Customer Success Manager, you will play a critical role in ensuring the success of our largest customers.
You will be responsible for advising and guiding our clients to launch Vyond successfully, adopt it widely, and drive business value from our platform. You will work closely with them to understand their goals and help them achieve them.
In this role, you will partner with Account Executives to provide input into strategic customer plans and identify areas where existing customers can improve their use of Vyond or uncover new uses for Vyond amongst their customer portfolio.
You will also work with Account Executives to advise prospective customers on the best way to launch Vyond in their company.
Responsibilities:
- Serve as the voice of the customer in internal meetings and represent their needs accurately and effectively.
- Guide and coach customers and Account Executives on implementation and utilization.
- Host virtual meetings with customers to discover and understand their needs and help them develop a Vyond onboarding process.
- Coach customers to be product experts and train their teams on Vyond Studio so they become increasingly self-sufficient.
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
- Identify common customer challenges and actively suggest better solutions.
- Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
- Craft customer onboarding assets, adapt existing customer onboarding assets, and work with product marketing to refine existing and create new onboarding assets.
- Develop brand ambassadors, obtain customer references, and participate in and help develop case studies and webinars in which customers directly participate.
- Represent Vyond at industry conferences to connect with current customers and build relationships with prospective customers.
Requirements
The ideal candidate will have 5-7 years of experience in a customer-facing customer success, account management, or strategic consulting organization. SaaS experience is a benefit.
Self-motivated, proactive team players with innovative ideas to inspire customer loyalty and adoption are highly valued.
Strong interpersonal skills and experience building strong internal and external relationships are essential.
A consistent track record of highly-professional customer service in a fast-paced, dynamic environment is required.
Diplomacy, tact, and poise under pressure when working through customer issues are necessary.
Excellent communication skills, both verbal and written, are required.
Experience building relationships across enterprise organizations, from C-suite to associate level, is desired.
We offer a competitive salary of $120,000 - $150,000 per year, depending on experience.
Benefits
Vyond offers a comprehensive benefits package, including health insurance, retirement savings, and paid time off.
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