Customer Success Manager

Location: Menlo Park, CA

Department: Customer Success

Type: Full Time

Min. Experience: Mid Level

GuideSpark is looking for a Customer Success Manager to step into our busy start-up environment, hit the ground running, and manage a diverse and exciting line-up of customers. You will be responsible for engaging with customers post-sale, driving the implementation and delivery process, and ensuring customer satisfaction, growth and retention. Here’s how to know if that person might be you: first and foremost, you’ve got great communications skills and build collaborative, productive relationships with customers.  You take the time to understand a product thoroughly so you can effectively communicate with your customers.  In addition, you’ve got experience with digital content, and a passion for delivering top notch work product to your customers. You know how to manage your time, deal with competing priorities, and build deep customer relationships while being a pro-active project manager of internal and customer teams alike.  Good communication is essential as this role requires reporting and coordination around the progress of our project, products and processes.

Responsibilities:

  • Take ownership of key customer accounts and establish yourself as a content and communications expert and trusted partner to our valued customers
  • Ensure retention and growth of all customer accounts through best in class customer service and responsiveness
  • Closely manage and nurture accounts to identify and eliminate risk of attrition
  • Counsel customers on communications and roll-out strategies to help drive adoption and usage with their employees
  • Ensure on-time delivery of rich and engaging videos on a number of HR Communications topics through effective, pro-active project management
  • Review and provide feedback on all content to ensure it meets quality standards and addresses customer-specific issues, priorities and goals
  • Collaborate and communicate effectively with a growing team that includes Writers, Designers, and Content Production Specialists
  • Meet deadlines independently, balance multiple projects, and proactively communicate delivery and mitigate issues

Requirements:

  • Bachelor's Degree or equivalent experience
  • 3+ years of work experience, including 2+ years of related customer/account management experience
  • Aptitude for customer service and a high degree of professionalism
  • Diplomacy, tact and grace under pressure when working through challenging and/or urgent customer issues
  • Outstanding verbal and written communications skills
  • Superior project and time management skills; excellent attention to detail
  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment
  • Proven track record of professionalism in a dynamic work environment
  • Team player with strong collaborative skills – you've worked successfully in a busy team before
  • Energetic and pro-active: a driven, self-starter who can work independently and as part of a team
  • Desire to do all of the above while developing professionally and being part of team that likes to have fun while working hard together

Preferred Qualifications:

  • Experience working with creative teams
  • Previous experience managing B2B customer relationships and/or working in a SaaS environment
  • Experience with content development - either visual or written
  • Editorial, proofreading and/or QA experience
  • Experience with educational or e-learning content
  • Adept at learning new software packages and able to research and assess technology tools used in the creation and distribution of multimedia content
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