Customer Success Manager

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Type
Full Time
Opening date
Closing date
14 Sep 2021
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458

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Archive Job Description

The SocialChorus FirstUp platform is fundamentally changing how organizations communicate, and is the backbone of the entire Digital Employee Experience. From the front line to the C-suite, we help deliver targeted information at the right time, in the right place and in the right language. We are unifying the digital workplace and giving workers personalized access to all the systems, resources, and applications they need to do their jobs.

Joining SocialChorus means joining a movement to connect every worker. This movement has taken root and is evident in our world-class customer base and their millions of employees worldwide. Now we need your help.  Ready to make a difference in the world?

The Customer Success Manager position is an integral part of SocialChorus’s long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. In order to succeed in this team, you must have the passion and desire to work in an entrepreneurial and fast-paced environment.

Responsibilities

  • Own and lead multiple, simultaneous customer engagements implementing the SocialChorus SaaS solution which includes our Program Studio, mobile Employee Experience applications, and Partner API’s, utilizing project management best practices.
  • Develop strong customer relationships that enable SocialChorus to become a trusted advisor for our customers’ executives.
  • Provide both engagement and technical leadership to the customer.
  • Provide business acumen for customers and strive to understand the business problem we are solving in order to best configure the solution and exceed customer expectations.
  • Gather functional and business requirements from client and translate into a functional hosted solution design according to client needs and scope of SocialChorus products/services.
  • Manage project team activities and oversee completion of deliverables, managing schedules, meeting milestones, and ensuring technical success.
  • Work with the product management and development organization to channel client feedback and solutions into future releases of the SocialChorus product suite.
  • Work with content management to channel commonalities across customers into best practices processes & product delivered templates.
  • Collaborate with other departments in the company to achieve customer satisfaction and resolve customer issues in a timely fashion.
  • Work with Customer Success and Account Management teams to develop SoW’s and identify areas of solution expansion and professional services.

Basic Qualifications

  • BA/BS degree
  • 3-5 years of system implementation, SI consulting or change management experience as a senior consultant and/or engagement manager
  • Demonstrated ability to manage individual and engagement-wide scope of work.
  • Demonstrated client relationship, communication and presentation skills.
  • Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.
  • Excellent organizational, analytical, and problem solving skills.
  • Strong analytical and problem solving skills.
  • Strong skills in data analysis/manipulation.
  • Ability to lead client training, design and knowledge transfer sessions both remote and on-site.
  • A proven track record of meeting with senior management and executives as the subject matter expert.
  • High level knowledge of enterprise IT organizational, business, and technical environments.
  • Specific knowledge and application of internal communications applications and financial management including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application / infrastructure support.
  • Operational knowledge of internal communication domains including Microsoft 365, Sharepoint, Yammer, Intranets, HRIS like Workday, PeopleSoft and other systems like SSO.
  • Technical application implementation experience especially related to knowledge and application of change management applications.

Preferred Qualifications

  • Over 5 years of system implementation, SI consulting or change management experience with at least five years as a senior consultant and/or engagement manager.
  • 4-year degree in Business, Marketing, Communications, MIS, Finance or equivalent.
  • MBA

Why SocialChorus?

Because you care. About people, the work you do, and the connections you make. Work is such a large part of life, it only makes sense to make it awesome.

If you want to engage brilliant minds in a true start-up environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind it could be a perfect fit.

Come for the challenges, come for the people, and the unlimited PTO, health benefits, 401k plan, casual and friendly environment, and a leadership team who truly believes in your growth both professionally and personally will keep you here.

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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