As a Customer Success Manager, you will be involved in the following activities:
Client Onboarding
* Lead the onboarding process for new clients, ensuring a smooth transition to our platform.
* Collaborate with the Sales team to gather client requirements and customize solutions.
Relationship Management & Retention Strategies
* Act as an advisor to build and maintain strong, long‑lasting relationships with client stakeholders.
* CSMs are the main point of contact for client inquiries, concerns, and feedback.
* Develop and execute customer retention strategies, including identifying at‑risk accounts and implementing strategies to retain them.
Account Growth
* Identify opportunities for upselling or cross‑selling additional services and features to meet clients' evolving needs.
* Collaborate with the Sales team to renew and expand client contracts.
Customer Support
* Provide exceptional customer support, addressing client inquiries and resolving issues promptly and effectively.
* Offer training and guidance to clients on using our platform to maximize their hiring efforts.
Data Analysis and Reporting
* Monitor and analyze the performance of client campaigns, providing data‑driven insights and recommendations for optimization.
* Prepare regular reports on key performance metrics to demonstrate value and ROI to clients.
Product Feedback
* Conduct UATs to provide feedback to internal teams.
* Gather client feedback and insights to help improve our product offerings and user experience.
* Advocate for client needs within the organization and collaborate with product teams to drive product enhancements.
Customer Success Planning
* Develop and execute customer success plans tailored to each client's unique goals and challenges.
* Set clear objectives and key performance indicators (KPIs) for success.
* Conduct QBRs to discuss campaign performance and present ROI to the clients.
Customer Advocacy & Health Monitoring
* Identify satisfied customers who can become advocates for Joveo, helping with testimonials, case studies, and referrals.
* Regularly monitor customer health through metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and usage data to proactively address issues.
Cross‑functional Collaboration
* Collaborate with CSEs and other departments, such as Marketing and Sales, to align messaging and strategies for customer success.
* Work with Publishers to optimize client goals.
Competencies that will keep you successful with us
* Problem Solving: Effectively resolve complex problems, synthesize data from diverse sources to identify trends, uncover root causes, present analysis and recommended solutions, proactively seek missing information, and take action to reconcile discrepancies.
* Relationship Management: Cultivate a supportive work environment, collaborate with others in challenging situations, consistently improve project artifacts, and be recognized as a reliable partner.
* Result Oriented: Maximize efficient use of time and resources, manage conflicting priorities effectively, meet all deadlines, ensure service delivery aligns with service level agreements, implement plans effectively to achieve business targets, establish processes for progress monitoring, and apply sound judgment in decision‑making.
* Tenacity: Measure progress against targets, acknowledge the contributions of others, adapt activities and processes based on feedback, seek to understand and overcome obstacles, maintain performance despite disappointment or rejection, assist others in coping with disappointment and rejection.
You’ll be a great fit if you have
* A BA/BS degree.
* Hands‑on experience as an Account manager/executive and an ability to deliver excellent customer experience.
* A go‑getter attitude, largely identifying and converting new business in alignment with the organization’s vision.
* Preferred experience working with B2B and SaaS product in HR Tech space.
* 4‑8 years of work experience.
* Ability to interact with senior stakeholders and build good engagement levels.
* Excellent interpersonal, presentation, and communication skills (both written and oral).
* Solid experience in Excel and MS Office, including pivot tables and chart‑making for presentations.
* Organizational and time management skills including multitasking, prioritizing, and planning work activities efficiently to meet deadlines.
Competitive Benefits
We offer a competitive salary, stock options, and a comprehensive benefit package. We also provide an enthusiastic and supportive work environment and strive to keep employees healthy, happy and productive.
Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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