Senior Customer Success Manager

What we are looking for
As a Senior Customer Success Manager, you will be responsible for driving customer adoption and success within a defined set of key customers. Integral to this role is being able to articulate value, inspire, and sell the future of Conversocial. As a trusted advisor, you will be responsible for guiding each of your accounts on how Conversocial’s platform and services can be effectively applied to support the achievement of their specific strategic business goals.

Responsibilities
  • Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Conversocial solution to be realised
  • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
  • Facilitate the development of a community of like-minded Conversocial customers, routinely sharing best practices and leveraging lessons learned
  • Identify opportunities for expanded use of the platform and integration into the accounts business process
  • Identify and escalate key customer product-related requirements and manage customer expectations on an ongoing basis
  • Serve as a coach and trusted advisor to Conversocial customers

Qualifications
  • 3-5 years relevant Account Management or Customer Success Management experience.
  • BA/BS degree
  • Demonstrable experience in owning the relationship with Key accounts in a business and having full control of the commercial relationship 
  • A #SocialFirst attitude and passion for Social Media
  • Experience with SaaS project implementation
  • Vertical industry experience in telecommunications, retail, travel, financial services and technology a plus
  • Excellent customer-facing presentation, written, and oral communication skills

About Conversocial

What We Do
Conversocial helps brands develop meaningful relationships with their customers at scale. With the shift to digital, brands have lost touch with consumers, who have just become a series of clicks and data points. There is now a disruptive opportunity to build real 1:1 relationships with consumers by tapping into the unique nature of messaging, the fastest growing method of communication.

Our mission is to use advanced software, intelligent automation, and social messaging to enable brands to deliver a better experience without increasing costs, breaking the standard customer experience equation.

Conversocial works closely with hundreds of forward-thinking brands such as Google, Sephora, T Mobile and Alaska Airlines, helping them embrace messaging and shift to a Conversational Customer Experience. Headquartered in New York City, Conversocial has offices in London and San Francisco.

How We Do It
We are laser-focused on accomplishing our mission and how we achieve that mission is just as important to us.  We operate within a culture of these key behaviors:
  • Innovative Take initiative, Proactively identify problems and solutions, Think strategically outside the box
  • Passionate Push yourself to learn and improve, Pursue curiosity in our vision, Invest personally in the company’s success
  • Supportive Be humble, Be Mindful, Elevate others
  • Committed Achieve difficult goals, Be biased toward action, Show dedication and drive, Be persistent in the face of obstacles, Drive urgency- move quick but not in a hurry
  • Open Communicate transparently, Seek and provide feedback, take feedback with a ‘growth mindset’

In exchange for helping support our mission, you can expect to receive:
  • Total Rewards: Competitive salary, stock options and comprehensive benefits including 401k
  • Weekly team lunches: Here at Conversocial, this is so much more than a “free” meal, it offers a pause in the week to reconnect as a team. 
  • Self-Managed Time Off: Awesome people need time off to maintain balance in their lives and to deliver exceptional results. You should take time as you need, when you need it. We offer unlimited time off to empower team members to take paid time off for a variety of reasons, such as, but not limited to vacation, personal, sick and bereavement.
  • Flexibility: We believe that giving team members a high degree of ownership creates a high performing culture. We trust you to do your work. We don’t have a set time for you to show up or leave. We have the technology and teamwork to allow you to do what’s needed, from wherever you need to do it.
  • Unlimited Books: To support our team's passion for knowledge and encourage innovation, we support the purchase of unlimited books.
  • Employee Referral Bonus: We are committed to building a strong team and know that some of our strongest hires are referrals. Have a top candidate for us? We’ll reward you for bringing more standout team members into the fold.
  • Parental Leave: At Conversocial, we want to provide our working parents the time they need to bond with their new child as well as transition back to work. We offer Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 4 weeks; with a flexible return to work program.

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