Customer Success Manager at Valimail
San Francisco, CA, US
The Customer Success Manager (CSM) is responsible for ensuring Valimail’s customers’ onboarding, support, and day-to-day experiences with Valimail are valuable and easy. As a CSM you’ll be looked to by your peers as the expert on accounts, and by our customers as the expert on our products. The success of this role means higher customer happiness, retention and expansion of Valimail’s business.
 
DUTIES AND RESPONSIBILITIES:  
 
-You'll be the primary point of contact post implementation. Assume overall customer adoption responsibility and critical issue management role.
-You develop a trusted advisor relationship with our customer partners and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value.
-Partner with internal Valimail partners to align account activities with the customer's business case and strategy.
-You will prepare and educate customers on new features and releases.
-Monitor and identify adoption and utilization trends, provide recommendations based on risk and business needs.
-Conduct periodic customer health-checks. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
-Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
-Work with the sales team to properly sell and positions Success Services.
-Manage the planning, scheduling, and execution of multiple simultaneous customer onboarding projects
-Orchestrate and be visible in customer onboarding projects so as to create a high level of customer confidence in our ability to make them successful
-Ensure projects are implemented within contractual (SOW) obligations.
-Manage scope, the impact of scope changes on timeline and project cost, and client organizational changeMaintain positive customer relations utilizing excellent communication and customer management skills
-Act as a Product Subject Matter ExpertCreate documents, reports, and other deliverables necessary for providing exceptional services
-Work closely with Sales Engineering, Sales, Business Development, Customer Success Engineers, and Account Management team members to ensure appropriate follow-up of identified customer needs and other action items
 
Requirements
 
*3+ years of customer success experience in SaaS organization
*General knowledge of cloud architecture as well as on-premise IT landscape
*Experience in consulting and implementation of IT systems preferably cloud service and/or IT security.
*Knowledge of enterprise web technologies, security and state of the art infrastructures
*Ability to work in an entrepreneurial environment as a team member and an individual
*Ability to manage multiple clients and projects/tasks simultaneously
*Proactively address opportunities and issues with appropriate urgency
*Excellent analytical, troubleshooting and interpersonal skills
*Strong verbal, presentation, and written communication skills
*Agreeable and willing to be a hands-on contributor
*Excellent communication skills, including issue tracking, triaging and crisis management
*Proven ability to assess/evaluate requirements against scope of project, manage project plans, and adhere to schedule
*Desire to actively lead customers
*Ability to maintain client satisfaction through timely follow-up and thorough communication
*Ability to effectively manage client expectations
*Strong internal communication skills including ability to work with all groups and levels of the organization (customer success, sales, marketing, product, operations)
*Must possess initiative to produce improvement initiatives both internally and with customers
*Bachelor’s Degree Required or Equivalent Experience
*Available to travel up to 35%