How you will spend your days as a Customer Success Manager: - Maintain, nurture, support a subset of Alchemer customers through all phases of the customer lifecycle, from on boarding, through building value and renewals.
- Own the renewals cycle, proactively alerting customers to contract status, guiding them through the renewal process, including pricing, and new user onboarding, and forecast renewal bookings.
- Maintain a customer health dashboard, giving the company insight into key measurements of (1) utilization, (2) adoption, (3) program governance, (4) business impact, and (5) customer satisfaction.
- Develop best practices for customers that move these measurements in the right direction, consulting with key customers to encourage adoption of Alchemer's products across multiple parts of the customers' business.
- Establish a trusted and strategic advisor relationship with your customers, building a customized customer program and providing value throughout the partnership.
- Proactively identify workflow and customer experience improvements, consult on change management practices, deploy the program to a successively broader audience of stakeholders.
- Plan and deliver program and executive business reviews.
- Ensure our customers are fully satisfied, sustain our exceptional customer retention rate, and maximize the sales opportunity for new products into our installed base.
- Identify and support expansion opportunities, partnering with Sales to successfully close such opportunities.
What you bring to this role: - 2+ years of prior experience in Account Management, Customer Success, or equivalent history of increasing customer satisfaction, adoption, and retention in a customer-facing role.
- Domain knowledge in customer experience or business process automation, with strong operations, workflow, and/or internal and external customer survey tools preferred.
- Experience working with teams at Fortune 1000 customers, consultatively identifying customer problems, and digging deep to find the root cause of issues and crafting solutions to customers' business case.
- A track record for meeting or exceeding quota through upselling and customer renewals.
- Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
- Outstanding presentation skills that will represent our solution with energy and depth.
Compensation for this position includes an annual base salary of $70,000, annual commission potential of up to $30,000.
Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.
