Customer Success Manager - Lehi, United States - Pattern
Description
Job Description:
Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list.
Pattern is the premier partner for global ecommerce acceleration and has recently teamed up with , a cutting edge digital asset management SaaS company.
We are headquartered in Utah's Silicon Slopes tech hub—with offices in Asia, Australia, Europe, the Middle East, and North America.
Valued at $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of best-led companies in America by Inc.
More than 100 global brands—like Nestle, Sylvania, Kong, Panasonic, Sorel, Skullcandy, and Popsockets—rely on Pattern's global ecommerce acceleration platform to scale their business around the world.
We place employee experience at the center of our business model and have been recognized as one of America's Most Loved Workplaces.
We need a Customer Success Manager with skills in enterprise software, onboarding, project planning, support, troubleshooting, and account management – essentially, all aspects of delivering on the value of our digital asset management and product content syndication platform.
This is a full-time role and will work a hybrid schedule based in Lehi, UT.
Frequently Asked Questions
What is a day in the life of a Customer Success Manager?
Help marketers and eCommerce professionals daily at world-class brands succeed in using our solution to drive their business growth
Start with a few easy clients, then take on a growing book of brands to solve the top 5 key pains they identified during the 'needs analysis' and 'onboarding' process
Plan and onboard customers with solid foundations for long term customer value
Troubleshoot, test, and respond to customer support tickets as needs arise
Directly educate customers on the effective use of the technical features in the software
Expand revenue and offerings in existing accounts - upsell when and where appropriate
Help bridge the transition when a key admin departs from one of our customers by introducing and 're-selling' the offering to any new users
Oversee client relationships and deliver exceptional experiences using your stellar communication, problem solving and follow-up skills
Improve our process to measure and track key success indicators, success metrics and NPS
Develop meaningful relationships with executives and other stakeholders across your book
Occasionally meet key customers in person for training, success evaluations, and or lunch
What will I need to thrive in this role?
Bachelor's Degree from an accredited university
Ability to demonstrate the core leadership in customer success and retention strategies
5+ years of experience in Customer Success, Strategic Account Management or Professional Services
Knowledge about relevant marketing technology and emerging trends in ecommerce
Passion for helping customer succeed by addressing questions and offering viable solutions to problems
Strong interpersonal, business and technical acumen
Strong understanding of value drivers in SaaS type recurring revenue business models
Proven success in achieving KPIs, OKRs, financial targets and retention metrics
Proven ability to develop a deep understanding of a complex SaaS product
Exceptional skills in presentations, meeting facilitation, and written communications
Passion for data, analytics, and process: ability and desire to dive into data
Demonstrable ability to smoothly navigate customer needs
Experience working on complex data integrations and mapping
Familiarity with ERP, CMS, PLM, and/or other ecommerce-related software applications
What does high performance look like?
Oversee client relationships and deliver exceptional onboarding experiences
Establish a process to measure and track all areas of customer success
Develop relationships at executive levels with our brand customers
Deliver meaningful strategic and tactical recommendations to company leadership on the company's strategic imperatives.
What is my potential for career growth?
Our team and the SaaS arm of Pattern is growing fast.
With Amplifi operating as a start up backed by Pattern, a 2 billion dollar business, there are endless opportunities to come in and rapidly build from the ground up.
If you're looking for a place to contribute, make an immediate impact, and grow your knowledge and career, you're in the right spot.
What is the team like?
We don't have a lot of layers of management working on You will be mentored by a senior CSM, founder, and other leaders.
Sounds great What's the company culture?
We are looking for individuals who are:
Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern's processes and outcomes.
Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner's expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
Team of Doers- Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.
What is the hiring process?Initial phone interview with Pattern's talent acquisition team
Video interview with a hiring manager
Onsite interview with a panel of department leaders and founder
Professional reference checks
Executive review
Offer
How can I stand out as an applicant?
Be prepared to talk about professional accomplishments with specific data to quantify examples
Be ready to talk about how you can add value and be the best addition to the team
Focus on mentioning how you would be partner obsessed at Pattern
Be prepared to talk about any side projects related to data and analytics
Why should I work at Pattern and Amplifi?
Pattern offers big opportunities to make a difference in the ecommerce industry We are a company full of talented people that evolves quickly and often.
Unlimited PTO
Paid Holidays
Onsite Fitness Center
Company Paid Life Insurance
Casual Dress Code
Competitive Pay
Health, Vision, and Dental Insurance
401(k)
Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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