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Customer Success Manager I

| Austin

We are looking for exceptional Customer Success Managers to play a key role in ensuring the continued success of our rapidly growing customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for driving success and adoption throughout all aspects of the customer's journey.

Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The key to achieving this success is effective adoption of our products across a customer's organization, technical success and aptitude, high impact results that align to a customer's business objectives, a strong support system and continuous strategic and relationship alignment.

Effective adoption:

  • Understand the customers' journey and maturity model for each solution and in the role of social media management
  • Build shared Success Plans and provide valuable insights, thoughtful recommendations and product expertise to our customers on a regular basis
  • Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business value realization:

  • Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact
  • Quantify and describe the business value created by the customer's use of our products, at present and at full potential
  • Work with customers to identify specific metrics of success; track and communicate progress on an ongoing basis and during key moments in time (i.e. Quarterly Business Reviews)
  • Exercise strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
  • Build customer advocacy by providing our customers with a platform for showcasing their success (i.e. Webinar participation, Event speaking opportunities, case study participation, etc.) 
  • Drive customer relationships that build advocacy in the form of indirect revenue growth (i.e., sales references, industry analyst references, software reviews, NPS, etc.) 

Operational excellence:

  • Work as facilitator, strategist and guide to our products and services for an assigned portfolio of enterprise customers
  • Serve as the main point of contact, leading regular status calls, ongoing communications and strategic discussions tailored to an executive audience
  • Lead internal and external account planning; motivated by seeing customers grow
  • Present new opportunities, services opportunities and high-level roadmap vision to customers
  • Leverage technology and internal tools to identify potential risk and address escalations and issues as needed
  • Partner with internal teams to share customer feedback and ensure delivery of all commitments and projects

Requirements

  • 3+ years account management experience in customer-facing role; strategy development and SaaS experience preferred
  • Demonstrable knowledge of social media platforms in a business context
  • Passion and aptitude for technology and business transformation
  • Excellent presentation, written and verbal skills
  • Strong organizational, time-management and prioritization skills
  • Creative self-starter; originates and drives constant improvement
  • Keen analytical skills and ability to gauge and anticipate trends using data
  • Thrives in a fast-paced startup environment
  • Positive attitude and strong work ethic
  • Aptitude for developing and nurturing positive relationships
  • BA/BS degree preferred
  • 25-35% estimated travel

The Perks at Khoros

  • An incredible work environment – fun, casual, fast-paced environment
  • Health, dental, vision, disability, and 401K benefits
  • Flexible paid time off
  • Unlimited snacks and drinks
  • Fresh, healthy lunches catered four days a week
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • MySQLDatabases

Location

6850 Austin Center Blvd., Ste 180, Austin, TX 78731

What are Khoros Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

We offer a great wellness perk of $50 a month that you can use for acupuncture, art and/or cooking classes, massages, ski or snowboarding passes/lessons, yoga and pet sitting services (...plus much more!). We've hosted healthy cooking classes alongside having healthy fruit and veggies delivered to the office. Oh, and cold brew, we have that too!

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