Since 2011, SpotMe has been the mobile engagement platform for visionary leaders who believe that events can drive transformative change.
SpotMe has been recognized by G2 Crowd as the leading pure-play mobile event app, a growing space that represents over $1 billion in potential annual revenue. Our ambition is to double down on this opportunity, use events as a springboard, and extend our positioning into Digital Experience Platforms (DXP) for employees and customers.
Today, SpotMe serves over 220 global brands, including 80 Fortune 500 companies. Some of the world’s largest companies – including Pfizer, L’Oréal, and Daimler – use SpotMe to connect every event to their greater story.
We are looking for high-energy Customer Success Managers who will serve as client advocates and enable our customers to create apps by leveraging our platform to its fullest extent. Our Customer Success Managers will drive customer onboarding, maximize adoption, and ensure swift resolution of challenges. This position reports to the VP Customer Success.
Please note that we are working on a project collaborating with our partners from Questers and should your profile be selected for consideration the main contact point will be with the Questers recruitment team in collaboration with SpotMe.
Responsibilities
1. Drive customer success outcomes
- Act as the primary point of contact to platform customers, being the trusted partner for the customer on use cases and product functionality
- Support customers to maximize platform usage and exceed their business objectives, including reach, engagement and automation
- Identify upsell opportunities and work collaboratively with Account Managers and Account Executives to promote SpotMe across the client organization; deliver success plans to customers
- Promote the latest product features and releases
- Support client renewals and adoption of new products
- Manage high-level queries related to performance, compliance, technical and feature requirements, quarterbacking experiences by SpotMe teams on behalf of the customer
- Closely monitor and drive adoption rates and support account growth; ensure license utilization targets are achieved
2. Manage customer success activities
- Manage successful onboarding for assigned customers
- Oversee and manage technical aspects of platform implementation together with Solution Architects
- Provide high-level product and platform training to newly onboarded customers; develop first-class training support and material
- Identify and establish customer success objectives and KPIs; conduct regular data-driven business reviews to ensure customer satisfaction
- Act as the Voice of the Customer and provide feedback to SpotMe product management, professional services, sales and marketing teams
- Work hand-in-hand with the support team to streamline issue resolution and improve customer satisfaction
- Track, analyze and report key client data point and indicators in various customer success systems
Requirements
- 3-5 years proven experience in a SaaS environment, ideally in a Customer Success role or equivalent
- Track record of acting as a trusted advisor to enterprise clients
- Ability to understand customer needs and translate them to different audiences; communicate and influence at all levels of the organization (leadership, services, sales, marketing, product, and engineering)
- Courage to handle difficult discussions and patience to build consensus among multiple stakeholders
- Ability to process and interpret customer information such as product utilization data and customer requirements to help drive adoption
- Good listener while balancing SpotMe and clients’ interests
- Ability to work effectively under deadlines and juggle several assignments simultaneously
- Curiosity and desire to learn and grow
- Excellent professional written and oral communication; proficient in English