Customer Success Manager at SnapLogic in New York, NY

The Role:

The Customer Success Manager (CSM) will be responsible for assisting SnapLogic’s customers in the initial onboarding and use of the SnapLogic Intelligent Integration Platform. This role will be a single point of contact for priority response and escalation management and will take proactive ownership of critical issues, helping drive to a satisfactory resolution. The CSM will be responsible for customer renewals and also assist SnapLogic’s sales teams to identify new upsell opportunities.

This role will require expertise across a wide range of skill sets including problem solving, decision making, critical thinking, expert organization and prioritization, and cross-team collaboration. You must demonstrate expert communications and change management skills, have broad experience with enterprise account management including renewals and upselling, and have a working knowledge of software-as-a-service applications.

The CSM is a unique role to contribute in a meaningful way to high visibility, high impact projects at a very exciting time for the company. SnapLogic is an innovative, high-growth, customer-focused company in a large and growing market. If you are an energetic, self-managed professional with experience managing complex customer environments and possess excellent presentation and listening skills, organization, and contact management capabilities, we’d love to hear from you.

What You’ll Do:

Be named to SnapLogic’s customers and own the technical and account relationship with them

Lead the onboarding, knowledge transfer and training efforts

Conduct quarterly business reviews (QBRs) with customers to drive value from the solution and jointly plan for extending its use within the enterprise

Work with Sales and Professional Services matrix resources to ensure proper technical guidance, project management and functional support

Own the success and adoption of a defined group of accounts. This will include responsibility for renewal of account as well as identifying upsell opportunities.

Coordinate, as needed, with Product Management, Engineering, Sales, Sales Engineering, Professional Services

Works with Development and Product Management teams to champion/prioritize customer bugs and feature requests. Use information to report status back to customers in status updates/meetings/reports

Proven ability to manage conflicting stakeholder interests effectively

Understands when an incident needs to be escalated to the next level of support, senior leadership or to a vendor

Help customers troubleshoot the implementation of the product within their systems

Identify, document, triage and track issues to ensure resolution

Continuous introduction of new products and features to customers

Gather intelligent product feedback and recommendations from customers to design and inform new features and capabilities

Knowledge of Salesforce, Workday, Hadoop, Oracle, SAP, integration and related technologies is beneficial

What We’re Looking For:

5+ years of experience in a similar role

Enthusiastic and high energy, but also poised, confident and professional

Innovative and assertive, with the ability to pick up new technologies and assess situations quickly

Exercises listening, takes time to truly understand customer needs and address them

Track record of delivering results in a dynamic start-up environment

Experience working cross functionally, ideally with Sales, Engineering and Product Management

Strong sense of ownership and high attention to detail

Creative and analytical problem-solving skills

Excellent written and verbal communication skills

Ability to work on several projects simultaneously and meet stated quality objectives

Knowledge of XML, basic level understanding of REST and SOAP principles

Understanding of ETL pipelines using custom and packaged tools

Proven success at enterprise software startups in a customer success role