Customer Success Manager

Inkling is a mobile learning enablement platform built for employees who interact directly with their customers. It helps these frontline workers access the training and resources they need to quickly get up to speed in their roles at any time, from anywhere—and deliver excellent customer experiences.

At Inkling, we’re committed to helping the modern frontline workforce do their best work by making learning accessible—and are looking for top talent that shares our passion.

The Role:

In the Customer Success Manager role at Inkling you will maintain a high level of customer satisfaction by building long-term strategic relationships with our customers and ensuring they realize full value from their investment with Inkling.

A significant part of your role will be to serve as a customer advocate, often functioning as a liaison between our customers and all internal Inkling teams (e.g. Professional Services, Sales, Technical Support, Product Development, etc). You will ensure that needs and/or requirements considered critical to the success of these customers are communicated and managed throughout the Inkling organization.

Inkling is passionate about building a world class CSM team and our standards of excellence are industry leading as a result. If you thrive in hands-on, entrepreneurial roles, Inkling may be the right place for you.

Responsibilities:

  • Engage regularly with customers via strategic and operational reviews to evaluate needs and strategic direction.
  • Be an expert on the customer’s Inkling deployment and the customer’s go-to person for any Inkling-related topics.
  • Educate customers on how to maximize the value they can generate from their Inkling solution.
  • Continually assess, document, and analyze customer progress toward stated goals and results.
  • Facilitate relationships across various customer teams, brands, and/or departments to further strengthen Inkling’s partnership.
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed.
  • Partner with Product Management to gather customer product feedback and help shape roadmap.
  • Work with Marketing to highlight customer results in public webinars, speaking engagements, case studies and/or other external events.
  • Design and implement best practices for building long-term strategic relationships with our customers.

Requirements:

  • 5+ years experience in customer facing roles, implementing software applications and/or providing strategic advisory and/or account management services.
  • Proven ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior level executives.
  • Excellent organization, project management, time management, and communication skills; you’re detail oriented and have the ability to set priorities and be flexible in a changing environment.
  • Ability to quickly grasp and distinctly explain technological and business concepts.
  • Strong understanding of business processes and their implementation into enterprise applications.
  • Ability to discuss modern web practices and APIs at a high level.
  • Experience with cloud-based/SaaS solution offerings.
  • Willingness to 'roll up one's sleeves' and assist wherever needed.
  • Team player who will innovate to continue improving the way Inkling serves its customer.
  • Detail oriented with the ability to set priorities and be flexible in a changing environment.
  • Ability to travel domestically up to 25%.

What we offer:

  • Flexible PTO 
  • Medical, Dental, Vision Benefits
  • Catered Lunch and Dinner 
  • Monthly Wellness Reimbursement 
  • Monthly Cell Phone and Data Reimbursement
  • 401(k) Program
  • Commuter Benefits
  • Near Public Transportation

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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