Job description
Location
Remote US
Role type
Full Time, Permanent
Department
Customer Success
Salary
Competitive, dependent on experience
About us
Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Sony PlayStation.
Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in New York, Boston, Tulsa, and Manchester, we operate across North America, EMEA, and Australia.
Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.
About the role
We are looking for an experienced Senior Customer Success Manager to join our growing team in the US as we continue to build trusted relationships, provide support and solutions to a multi-divisional, multi-geographical customer base.
Ideally, you will be based in OK or NY, but we are open to US-wide applicants.
A little about you...
- You will have great experience in Customer Success or Account Management in a SaaS organization.
- You will be enthusiastic, a natural at providing exceptional levels of customer service.
- Possess a can-do attitude with a bias towards problem-solving and experience in working with complex, multi-divisional, multi-geographical customers.
- You will deftly build trusted relationships with customers.
- You will have an attention to detail and meticulous time-management Confident and engaging story teller who motivates, informs and excites people within group settings (able to tell success “stories”).
- You will have an ability to ask smart questions and listen well - for both the literal answers and the motivations / ambitions / fears that underpin them.
- You will have a very strong written and oral communication skills that enable crisp decision making and execution by your Success and customer teams.
- You will have a discipline to manage, organize and constantly re-prioritize many, many open tasks - comfort with an Inbox that’s rarely at 0.
- You will hold a Bachelors Degree or Equivalent Experience.
Your responsibilities
- Understand customer health by leveraging the Customer Success Platform to analyze relevant data and interactions
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs, and communicate new features and functionality of the product on a regular basis
- Function as the customer advocate and provide internal feedback on how we can better serve our customers
- Manage all post-launch activity for customers through strong relationship-building, product knowledge, planning and execution
- Ensure that a plan is in place with each customer for value-measurement, change management and adoption programs
- Increase Customer Retention by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes (including on-site & online meetings).
- Track accounts to identify churn risk and work actively to eliminate that risk.
- Partner with Sales and Professional Services to develop a plan for making our product a part of each customer’s core tech stack.
- Simultaneously manage multiple customers who are at different points in the account lifecycle
- Identify opportunities to develop new training materials designed to ensure successful customer adoption and Interact proficiency
- Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas
- Please note that this role will require travel US-wide
Why you’ll love working for Interact...
- Competitive salary
- Pension
- Healthcare
- Cycle to Work scheme
- Life insurance
- Buy & sell holiday
- Flexible working
- Reward and recognition scheme
- Eye care vouchers
- Long service awards
- Quarterly social events
- Free Friday lunch
- Fresh fruit
- Employee discount scheme
- Employee Assistance Helpline
Development
Interact Academy
The Interact Academy is our in-house training programme designed to kick-start your training and development from your first day at Interact. You will meet with our CEO and senior managers to hear about our mission and values. You will also find out more about each department to learn how each one fits together and how your role works within them. Alongside this, you will complete your Interact Academy product and role-specific training to give you the tools to be successful in your role.
Product training
The Interact Academy will take you on a journey through our product, enabling you to gain an in-depth understanding of all of its features, users and benefits. You will follow a modular programme increasing in complexity to ensure in-depth understanding to assist you in being successful in your roles.
Role-specific training
As an Interact employee you will also receive in-depth role-specific training to ensure that you are fully knowledgeable about your role and how to make it a success.
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