Customer Success Manager

This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality. We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth. To accelerate our growth, we are seeking an experienced Customer Success Manager to join our Customer Success Team. You will be responsible for day-to-day business interactions with 5 to 10 of our most high-visibility clients and partners. You will manage the client relationship, service their business needs, facilitate their technical requests, onboard new clients and track their progress, and identify up-selling opportunities. A major function of this role is project management ensuring that customer requests are resolved in a timely manner. You will be partnered with a Customer Support Lead/Trainer who will manage the technical relationship You're an excellent fit for us if you see yourself as an extension of the client’s own team, and you’re highly organized, detail-oriented, collaborative, and think quickly on your feet. This is an excellent job for anybody looking for career growth opportunities in Customer Success We're a small team - there's a lot of opportunity for impact.

**Responsibilities**:

- The primary point of contact throughout the customer lifecycle (post-sales)
- Responsible for configuring the needs of major client(s)
- Enable the customer to derive the promised business value from our software and services solutions
- Onboard the customer following the Appvance structured process
- Provide structured and ad hoc training and mentoring as needed
- Drive timely resolution of customer issues
- Project manage all aspects of the project including reviewing solutions provided by support and services team members and make recommendations
- Ensure customer stated success criteria are met
- Drive customer happiness metrics for satisfaction and loyalty
- Constantly innovate and improve processes and procedures and drive friction out of all customer interactions

**Requirements**:

- 4+ years' experience working with Fortune 1000 accounts in a SaaS environment and a World Class understanding of Customer Success concepts, best practices, and execution strategies
- At least 2+ years in a Customer Facing role, and at least 2+ years of project management experience
- Experience analyzing and optimizing the existing processes in the Customer Success team
- Must be a fast learner, proactive, able to work independently and take initiative with mínimal supervision while hitting deadlines, and having exceptional customer-facing skills.
- Experience in working with complex, multi-divisional, multi-geographical customers
- Possesses the ability to interface with C-level executives to drive program strategy and ROI
- Ability to create and implement processes, policies, and procedures for Customer Success
- Must possess careful attention to detail, excellent time management skills and have a remarkable ability to follow through in an organized and effective way
- Ability to understand operational and business workflows and turn strategic concepts into actionable plans
- Data-driven, highly analytical, process-oriented and execution mindset
- Demonstrated desire for continuous learning and improvement
- Proficient with or the ability to quickly learn modern project management tools
- Accountability and personal organization are essential
- Passion for learning new technology and evangelizing to others
- PMP (or equivalent) Certified
- Excellent verbal and written communication skills in English
- Excellent interpersonal skills with good negotiation tactics
- Proficient with Microsoft Office Suite

Company Overview:
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