Sr. Customer Success Manager
at
Poll Everywhere
Worldwide
Full Time
3y ago
Poll Everywhere is a growing B2B SaaS company with 60+ people on a mission to make presentations more inclusive. Transforming presentations into two-way conversations, our platform enables presenters to create interactive questions, words clouds, discussions, and competitions that their audience can respond to using any device. Founded in 2008, we now support millions of users worldwide from educational institutions to household companies such as Google, AT&T, and Target.
We’re seeking a Senior Customer Success Manager to own the relationship (revenue retention and growth expectation) with our key Higher Education customers that are in different stages of their lifecycle. We need to proactively show our customers how to use our product to maximize value and address their concerns while also incorporating their experiences into our long-term planning. The ability of our customers to reap ongoing value from our product is core to our business. Ensuring they are able to do so will be a core responsibility to this role.
However, you will not be alone in the process; cross-collaboration is integral to who we are and how we work here at Poll Everywhere. You will partner with our Product team to help shape and prioritize feature requests and also work with our Sales team to communicate upsell and expansion opportunities. As a collective, we want to make sure Poll Everywhere aligns with our Higher Education customers’ goals and functions seamlessly with their learning management system (LMS) tool.
What you'll do:
- Manage and build strong relationships with key Higher Education customers with the objective of driving account adoption, retention, and growth
- Collaborate with Account Executives to have smooth account handoffs in preparation for delivering outstanding onboarding experiences for new customers
- Deliver exceptional product onboarding to our most valued Higher Education customers so they become Poll Everywhere champions
- Proactively identify expansion opportunities and partner with Sales to drive customer growth
- Deliver quarterly business reviews and reports to understand usage and align with customer’s objectives
- Mentor others on the team to help develop the core skills that will drive success with their customers
Who you are:
- You have a positive attitude and are passionate about being an advocate for customers
- You are enthusiastic and energetic when engaging with customers one on one
- You can keep up with the day-to-day work of maintaining and building upon relationships across their lifecycle
- You are consultative and can get a complete understanding of your customers' business goals and objectives and can reference several use cases to share customer stories.
- You can anticipate the needs of customers and proactively suggest solutions
What you bring to the role:
- 3-5 years in Customer Success or Account Management Experience
- 1-2 years experience supporting SaaS products
- Exceptional verbal and written communication skills
- Proven ability to influence and collaborate with external and internal key stakeholders
- A drive to continuously optimize existing customer success processes, test new ones, and document results
Nice to have's:
- General knowledge of software applications such as Zendesk, Salesforce, Google Apps, and email productivity tools like Mixmax
- Experience working in the Higher Education sector and Learning Management Systems (LMS)
- Bachelor’s degree or equivalent work experience
What we offer:
- Generous PTO - that you're expected to actually use
- Commission
- $150/month internet & cell phone reimbursement
- Monthly coffee or tea subscription
- $1,000 annual self-development budget
- $500 work from home stipend to help you set up your remote work life for success
- Once we are able to safely reunite as an entire company, we will resume holding our company retreats so teams can spend time collaborating together in-person.
Our users come from all kinds of communities, and so do PollEvians. We want to work with great people from a wide variety of backgrounds who put a lot of care and pride into their work. We're committed to providing you with opportunities to learn, and we’re looking to hire people with good judgment.
If you don’t meet 100% of the above qualifications or check off all the boxes, you should still seriously consider applying. An important part of our interview process is understanding why this position and our mission particularly resonated with you.
Application Process:
Keep applications brief; we want small resumes with relevant experience. Principals only, please. We aren't using contingency staffing agencies at the moment. Poll Everywhere is not responsible for any fees related to unsolicited resumes.
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