Customer Success Manager, Mid-Market

AlertMedia • Austin, TX

10d • Hybrid

About The Position

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our values, which reflect our view on what’s important and what’s right, include: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless Hard work pays off As one of the fastest growing SaaS start-up companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. Our Customer Success Manager takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on strategic accounts to provide the highest level of consultative partnership. Working closely with our Implementations Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective QBRs, supporting customer health, retention, and growth. CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals. Who you are: You are an accomplished Customer Success Manager with proven success working with customers through a strategic lens. You think critically to drive adoption, retain, and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer based to better inform a proactive and thoughtful 1x1 approach to Customer Success. You value a "we're all in this together" mentality.

Requirements

• 3-5 years’ experience as a Customer Success Manager
• Experience with Excel required
• Established CSM who is self-motivated and customer-focused
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Excellent project management skills with proven ability to prioritize
• Strong analytical, negotiation, and creative problem-solving skills
• Proven ability to work with all members of our team (business development, software development, and product management)
• The desire and ability to learn and be coached

Nice To Haves

• Experience with Salesforce highly preferred & Gainsight (a plus)

Responsibilities

• Build strong relationships with our customers
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal and automated touchpoints and to drive ongoing customer experiences
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful and timely manner
• Keep track of new product developments and strategically inform/train customers on them
• Communicate desired software requirements to product management team in a cross-functional feedback loop
• Effectively track all customer communication in Gainsight
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business
• Contribute to AlertMedia’s culture, values, and vision for the future

Benefits

• Competitive base salary + Company-wide bonus program
• Generous and flexible time and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees!
• 401K with a generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 9 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
• Ongoing career development opportunities with our Learning and Development team

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees