Senior Customer Success Manager

Alchemer • Louisville, CO

2d

About The Position

Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As a SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. Alchemer has tremendous opportunity to continue its growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. This role focuses on maintaining, nurturing, and supporting a subset of Alchemer customers through all phases of the customer lifecycle, from onboarding to building value and renewals, while also identifying and supporting expansion opportunities.

Requirements

• 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.
• Legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

Responsibilities

• 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 utilization, adoption, program governance, business impact, and 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.

Benefits

• health and disability coverages
• an incredible 401(k) option that includes a per-payroll match and immediate vesting
• unlimited time off
• twelve paid company holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed