Customer Success Manager

Factal•Chicago, IL

16h•Remote

About The Position

Factal is seeking a full-time remote Customer Success Manager in the US to focus on customer satisfaction, retention and growth. The candidate should be in the Central Time Zone, ideally in the Chicago metro area. You’ll serve as the primary point of contact for key trial and member organizations, training users, conducting product briefings and business reviews, responding to incoming customer requests, and communicating with Factal team members.

Requirements

Minimum of two years account management experience with enterprise clients
Effectively and professionally communicate through all mediums (verbal, listening, written), including curating video walkthroughs for members, and leading in-person meetings
Ability to develop solutions to challenging member problems
Experience asking tough questions in order to identify customer needs, with the ability to effectively identify decision makers, influencers, end users, and other key roles
Embrace a growth mindset, working to improve customer experience even when they’re satisfied with the status quo
Know how to use CRM tools like HubSpot or Salesforce, and recognize the value in recording detailed notes on customer conversations
Be intellectually curious, aware of current events, and willing to embrace new technologies
Be passionate about Factal’s technology and mission - to protect people from imminent harm and help those in immediate need
Comfortable working independently in a remote setting

Nice To Haves

Ideally in the Chicago metro area
Occasional travel

Responsibilities

Product expertise: Be as knowledgeable about the Factal platform and its various integrations as anyone in the company. Translate lessons learned to accelerate the success of other accounts.
Training: Present Factal via video calls, documentation, and in person to users of all skill and familiarity levels, from onboarding to explaining new features. Educate the customer base on new features.
Relationship-building: Serve as the face of the company to decision-makers responsible for Factal’s progress and growth.
Problem-solving: Proactively resolve issues customers face, whether technical, editorial, or user-management. Collaborate with customers to configure a Factal environment that best suits their roles, creating a customized user experience.
Advocacy: Provide insight and communicate customers’ feedback and product suggestions to internal teams, including Sales, Marketing, Editorial, and Product.