at 1WorldSync in Chicago, Illinois, United States
Job Description
Description
Are you an experienced leader with a background in supporting SaaS customers on their journey? Do you have exceptional leadership skills and thrive when managing a team of talented Customer Success Managers? Are you a strategic thinker with a proven track record of consistent and meaningful growth? Good news! 1WorldSync is looking for a Manager, Customer Success to join our team.
1WorldSync is the industry leader in product content management. With approximately 600 employees across the US, Brazil, Canada, France, Germany, Portugal, Switzerland, and the UK, we're seeking a Manager, Customer Success to support our growing global team.
Reporting directly to our Managing Director, UGC Solutions, the Manager, Customer Success will work with key clients to provide measurable results and prove the value and ROI of the client's investment. The Manager, Customer Success role will be a strategic leadership position and will be responsible for hiring, training, coaching, and guiding the Customer Success team as they service our customers. A key driver of success in this role will be team metric tracking and the ability to ensure the team is functioning at the highest level both qualitatively and quantitatively.
As Manager, Customer Success at 1WorldSync, responsibilities include the following:
Manage and guide the Customer Success team in day-to day client management tasks
Critically assess the current processes of the team to find holes and offer and implement process improvement ideas
Develop and train team members to identify risk, reduce churn, and identify upsell opportunities within their client base
Track individual and team KPIs on ongoing basis, and identify ways to improve process
Conduct team meetings and recurring 1:1s with individual direct reports
Lead hiring efforts as we scale the team to full capacity
Assist in defining client health metrics
Collaborate closely with Account Managers and and management to align and accomplish goals
Act as an escalation point for client issues and provide leadership for the organization to help clients understand the overall value of the product
Surface trends and patterns to management for clients at risk and opportunities for growth.
Maintain and develop client relationships for customers at the executive level through various levels of communication including on-site meetings (when possible), regular conference calls, web meetings and email communication.
Consult with clients to define key ROI measurement metrics that align to the marketing strategies and plans
Identify opportunities for new features and product adoption in assigned client base and work to provide qualified leads to sales.
Complete all required administrative functions for tracking customer communication, issues and metrics.
Act as the client's advocate and primary escalation point to ensure that all requests are addressed and completed on time
Act as a liaison between clients and product organization to ensure functionality enhancements are communicated to the product team and that customers are aware of new offerings
Required Skills and Experience:
5+ years of experience managing clients with multi-level organizations that have numerous business drivers and priorities.
3+ years of experience working with the UGC platform, products, and customer experience at the corporate level
Desired Skills and Experience:
Proven track record of consistently meeting and exceeding KPIs
Positive and decisive attitude to ensure you stay calm in an escalation situation
Solid relationship-building experience
Entrepreneurial attitude and approach to challenging situations
Able to handle multiple and competing priorities with grace
Display and transcend empathy for being client centric
Proven experience with client escalations
Benefits:
Incredible health benefits (FSA and HSA options), with dental and vision coverage.
401(k) plan with employer match.
Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
Short and long term disability and life insurance.
Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness... For full info follow application link.
1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.
