Customer Success Manager Level 2

Job Objectives tasks and functions CSMs must accomplish to effectively perform their role Drive Value Realization Proactively engages customers to ensure they gain maximum value from Jobvite solutions. Drives customer engagement through adoption workshops, best practices discussions, webinars, thought leadership, etc. Builds Account Relationships Develops trusting and deep relationships with multiple stakeholders, by establishing regular cadence of interactions (e.g., email, regular calls, Business Reviews, etc.); maintains log of interactions. Is voice of customer within Jobvite; understands competitive threats and utilizes proper escalation channels to help customers during times of need. Improves customer satisfaction over baseline as defined by Net Promoter metrics and generates maximum number of reference customers. Reports on health, propensity to renew, identifies risk and opportunities. Has keen understanding of customer's business: what they do, key business goals and drivers, industry dynamics, and maps Jobvite solutions and solution features to help drive customer's realization of business outcomes. Manages Reference-ability Drives customer references; pushes for reference stories across accounts. Establishes success metrics via customer collaboration and buy-in and documents in Executive Summary reports, leveraging metrics to prove out value of Jobvite solutions over time, leading to customer success story and reference-ability. Tracks and addresses reference blockers for each account. Effective Communication Management Knows how to get things done through formal and informal channels. Engages client early to understand big picture, proactively positions value and assists with Relationship Management. Promotes customer community by driving participation in customer events (Webinars, Storytelling, Reference Program, etc.) Takes proactive approach to customer relationship. Upsell/Cross-sell Identifies additional license upsell potential for Client Sales team. Identifies cross-sell potential for Client Sales team, to help expand customer's footprint of Jobvite products. Day in the Life of a CSM:As a CSM at Jobvite, you have a key role when it comes to customer success! You'll engage with the customer after the sale, monitor the progress of go-lives and establish the governance model to help customers accelerate their usage of the Jobvite solutions. You're a master facilitator in orchestrating customer asks, needs and wants into actionable programs. You'll be meeting with customers as an active listener to uncover needs and gain a deep understanding of their business, while sharing your industry and product knowledge to inspire their adoption of our solutions. As a key contributor on the Jobvite team, you'll collaborate with internal resources to drive the overall success of Jobvite.