Customer Success Manager

Spoke


4 weeks ago

03/01/2020 10:22:57

Job type: Full-time

Category: Customer Support / Customer Success


The shift to on-demand expectations is the biggest change in the workplace in decades. Employees want immediate, convenient, and personalized access to the knowledge and services they need to get their job done.

Unlike traditional employee support tools, askSpoke was built specifically to power the on-demand workplace. askSpoke’s innovative design and AI gives employees what they need, where they need it, and when they need it, resulting in happier, more productive workplaces. And IT, HR and CS leaders get time back to work on the things that matter, and credit for the effort they’re putting into bringing their companies into the on-demand future.

We’re a Series B startup backed by Accel and Greylock, and have raised $28M in funding. Our HQ is located in South Park, San Francisco, and we have colleagues in New York, Nashville, Los Angeles, and other locations!

As a Customer Success Manager, you will work with our new and existing clients from implementation to growth. You will be directly responsible for making our customers successful by acting as their internal advocate, consulting them on best practices, and continuously thinking of ways askSpoke can help make their lives easier.

Through working with our customers, you will uncover and understand their goals, business objectives, and be responsible for creating a clear path for them to be successful. Wearing numerous hats daily, you will have a mix of proactive and reactive work.

Responsibilities

  • Engage with our On Demand Workforce Leaders to grow and deepen the usage of askSpoke, ultimately providing a blue print for success.

  • Delight and engage our customers, building strong relationships and ultimately a community of advocates.

  • Drive product adoption and ongoing usage of askSpoke, while delivering delightful moments.

  • Become an expert on askSpoke and a thought leader in the IT and HR space by keeping up with industry trends.

  • Communicate insights and advocate for customer needs within askSpoke to help drive the evolution of the product and of Customer Success processes. 

You’re a great fit if you…

  • You are a "get it done" individual, that enjoys over communicating with a super collaborative team

  • You drive to understand our customer's business goals, anticipate future needs and identify solutions

  • You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability

  • You’re resourceful - you might not have all the answers, but you know how to find them

Requirements

  • BA/BComm with 3+ years of direct Customer Success experience.

  • Outstanding written and oral communication. You can take technical concepts and explain them in human terms.

  • You are constantly curious about all the intricacies of new cutting edge software or features. When a new feature launches, you are the first to poke around.

  • You have experience expanding and renewing customers and have stories to tell.

  • A curious, analytical nature. You use metrics to measure the effectiveness of your efforts. You’re excited to figure out what’s working and what’s not, across all Customer Success initiatives.

  • A collaborative, can-do attitude. You thrive as both a self-sufficient, self-directed leader and as a team member. 

Benefits for Full-time Role

  • Competitive salary and meaningful equity in a fast-growing start-up.

  • Catered lunches every day (dinner is with family!). Fully stocked kitchen with snacks and drinks.

  • Comprehensive health, vision and dental insurance for you and your dependents.

  • Gym membership of your choosing.

  • Flexible vacation policy and paid parental leaves.

  • Commuting benefits include transport allowance or parking in SF.

  • If there’s something important to you that’s missing, we'll add it!

We're building a talented but humble team where everyone has the opportunity to have immediate impact. In addition to improving how companies of all sizes handle their everyday work, you will also help form the cultural foundation of the askSpoke team. If this sounds like your kind of challenge, we want to hear from you!

Please mention that you come from Remotive when applying for this job.

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