Netomi - Customer Success Manager - Technical

Customer Success Manager - Technical - Night Shift

Netomi is growing! We are on the lookout for smart, hardworking, go-getters who thrive in a fast-paced environment that requires a high degree of personal accountability, initiative and follow-through. You should have a passion for our product, an eagerness to learn, and a strong commitment to serving our growing customer base. In 2021 we are shaping and developing a new market and we- re looking for people who are excited by that opportunity.

Responsibilities :

- Understand our customers' needs and ensure they see the substantial benefits offered by Netomi's platform

- Set the groundwork for our customer's successful journey by taking part in the post-sales engagement process, including performing on-boarding, product implementations, and renewals

- Monitor, measure, and map customer activity

- Use data and best practices to drive the usage and adoption of our product

- Provide exceptional customer experience using proactive communications

- Build and maintain essential technical knowledge of the product, and guide the customer through the most relevant features and functionalities for their specific business needs

- Collaborate with the Sales and Support teams to ensure a smooth transition of ongoing customer management

- Provide continuous feedback and new features requests to our product and marketing teams in the US and abroad

Essential qualifications :

- 3-5 years CSM experience in the SaaS industry

- Experience working directly on mid-market or enterprise level customers

- Comfortable providing overall solutions for the customer in environments where multiple platform integrations exist

- Experience working in a highly collaborative environment and promoting a teamwork mentality

- Demonstrated project management experience, including best practices, strategies, and methods

Key attributes :

- A solid understanding of building and utilizing customer success metrics and KPIs

- A self-driven and proactive communicator

- Strong sense of personal accountability in decision-making and actions taken

- Excellent time management and organizational skills, and experience establishing guidelines

- Strong analytical thinking and problem-solving skills

- A service-oriented, can-do attitude: you are able to stay enthusiastic and work on go-forward strategies

Desired qualifications :

- Experience working with ML / AI solutions

- Experience working at an early stage startup

- Degree in Software Development, or other technical field