Customer Success Manager - Tulsa, United States - Interact Software

Description

Department:
Customer Success


Employment Type:
Full Time


Location:
Tulsa, OK


Reporting To:
Wayne Farmer


Compensation:
$75,000 - $85,000 / year

Description

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino's, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in New York, Tulsa, and Manchester, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you'll see one thing in common – they all begin with this message.

Why? Because at Interact we treat everyone with the same respect and honesty.

Whether you're a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers:
our people are our most valuable assets.

We are looking for an experienced Customer Success Manager to join our growing team in Tulsa, Oklahoma.

This position is a hybrid role, working out of our offices 2 days per week, taking into account client visits.

Key Responsibilities

You will have great experience in Customer Success or Account Management in a SaaS organization
You will be enthusiastic, a natural at providing exceptional levels of customer service
Possess a can-do attitude with a bias towards problem-solving and experience in working with complex, multi-divisional, multi-geographical customers
You will deftly build trusted relationships with customers
You will have an attention to detail and meticulous time-management Confident and engaging story teller who motivates, informs and excites people within group settings (able to tell success "stories")
You will have an ability to ask smart questions and listen well - for both the literal answers and the motivations / ambitions / fears that underpin them
You will have a very strong written and oral communication skills that enable crisp decision making and execution by your Success and customer teams
You will have a discipline to manage, organize and constantly re-prioritize many, many open tasks - comfort with an Inbox that's rarely at 0
You will hold a Bachelors Degree or Equivalent Experience

Skills, Knowledge & Expertise

Understand customer health by leveraging the Customer Success Platform to analyze relevant data and interactions
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis
Function as the customer advocate and provide internal feedback on how we can better serve our customers
Manage all post-launch activity for customers through strong relationship-building, product knowledge, planning and execution
Ensure that a plan is in place with each customer for value-measurement, change management and adoption programs
Increase Customer Retention by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes (including on-site & online meetings)
Track accounts to identify churn risk and work actively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making our product a part of each customer's core tech stack
Simultaneously manage multiple customers who are at different points in the account lifecycle
Identify opportunities to develop new training materials designed to ensure successful customer adoption and Interact proficiency
Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
Please note that this role will require travel US-wide

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