Sr. Customer Success Manager - Salt Lake City, United States - Lucid Software

Description

Lucid Software is the leader in visual collaboration, helping teams see and build the future from idea to reality.

We hold true to our core values:

innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego.

At Lucid, we value diversity and are dedicated to creating an environment and culture that is respectful and inclusive for everyone.

Lucid is a hybrid workplace.

We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company's founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture.

These include being named a Fortune Best Workplace in Technology and a 2022 Glassdoor Best Place to Work, inclusion on the Forbes Cloud 100, and ranking in the top 100 on G2's 2023 Best Global Software Companies.

Top businesses use our products all around the world, including customers such as Google, GE, and NBC Universal. Our partners include industry leaders such as Google, Atlassian, and Microsoft.

The Customer Success Team plays a central role at Lucid Software, ensuring that our most valuable customers can maximize the value they obtain through the adoption of our products.

Each Customer Success Manager ("CSM") serves as an adviser to a portfolio of accounts, developing an intimate understanding of each customer's business objectives and providing change management and subject matter expertise to support their customers in achieving those objectives through Lucid.

Responsibilities

Develop an understanding of each customer's business objectives and a strategy for supporting the customer in achieving those objectives through successful Lucid adoption
Establish a foundation for success with each new account through technical and strategic onboarding change management processes, including account configuration, product and best practices training, and end-user awareness campaigns
Continually work with accounts to support ongoing successful adoption of Lucid
Collaborate with other Lucid teams (e.g. Professional Services, Marketing) to deliver value for customers throughout the renewal cycle
Serve as the primary interface with customers to manage and resolve any critical situations
Perform periodic business reviews with customers to confirm satisfaction, resolve technical issues, and continually drive successful product adoption
Develop relationships with influential users and convert them into Lucid champions
Maintain and mature champion relationships across accounts
Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers
Develop tools, processes and best practices to ensure customers are realizing the greatest possible value from Lucid
Requirements

Bachelor's degree with strong academic performance
3+ years of experience in a client-facing role, preferably in a customer success, consulting, change management, technical sales, or training capacity
Experience in a technical field (e.g., engineering), or strong technical aptitude and passion to become a subject matter expert on Lucid and related domains
Strong organization and attention to detail
Strong communication skills, both written and verbal, with the ability to create and deliver technical presentations that explain complex subjects to non-technical end users
Preferred Qualifications

Empathy and a passion for problem solving
Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment
Ability to thrive in a fast-paced environment
Desire to contribute new ideas and solutions to promote team development
Bias towards finding solutions vs. shutting down ideas
#LI-MK1

#J-18808-Ljbffr