Customer Success Manager

AskNicely is seeking a Customer Success Manager to be part of the growing AskNicely Customer Success Team in Portland, Oregon. In this role you will be responsible for the health, satisfaction and adoption of our platform to our customers.

Through partnership and collaboration you will assist them in achieving their business goals and finding the most value with their investment in AskNicely products. As their needs evolve you will introduce them to new AskNicely solutions and communicate their requirements throughout the AskNicely organization. Ultimately, you are the customer’s trusted advisor and advocate, with the goal of driving our customer’s success and establishing loyal relationships with AskNicely.

Primary Responsibilities:

• Ensure that customers derive maximum value from their investment through onboarding and implementation of our products and services
• Ability to quickly switch between proactive and reactive relationship management within your strategic and/or territory accounts
• Ability to translate customer business and technical requirements into workable solutions and overall business value
• Consistently meet or exceed quarterly goals of retaining existing clients and expanding revenue
• Identify and close opportunities to increase customer’s usage, value and revenue
• Present the AskNicely value proposition, product features, and enhancements throughout the customer’s organization ranging from technical stakeholders to C-Level Executives.
• Partner with internal teams (i.e. Product Management, Sales and Marketing) to ensure client’s needs and resolution with escalated issues are being met.
• Ensure customers employ best practices in using the AskNicely solutions and provide industry updates and guidance where needed.
• Gather customer product and service feedback and communicate internally to initiate change or enhancement of AskNicely products and services.
• Communicate to all levels within an organization; presentation, written and verbal.

Requirements:

• 1+ years experience with account management, customer success or inside sales preferably for enterprise/SAAS product or services organizations
• Strategic thinker who can translate customer business goals and requirements into fully-executed product and service solutions
• Proven results in driving customer health and satisfaction resulting in loyalty and advocacy
• Experience in identifying opportunities and selling business value to executives and decision makers within existing accounts
• Ability to quickly grasp and explain technological and business concepts
• Proven ability to work in challenging ‘start-up’ environments and comfortable with rapidly changing strategic and operational direction
• Driven individual who takes pride in building and growing customer relationships
• Deep sense of empathy for technology users
• Excellent communication and presentation skills
• Positive and energetic individual who enjoys being part of a growing company