SOCi Senior Customer Success Manager in Boston, Massachusetts
A two-time Inc. 500 honoree, SOCi is the leading social media and reputation management platform built to address the complex needs of highly visible multi-location businesses. An award-winning leader in the industry, SOCi has pioneered more than a dozen unique marketing tools to help multi-location brands oversee, maintain, and protect their brand at the national level, while simultaneously scaling presence across hundreds, sometimes thousands, of local pages. SOCi was also recently named the winner of the Local Visionary Award for ?Best Social Media Solution for Multi-Location Retailers? and one of Business Review?s Top 10 Start-Up?s to Watch in 2017.
*This is a fully remote position
The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers? unique business objectives. As the quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.
As a member of our Customer Success team, you will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our largest portfolio of customers. With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight.
Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion
Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth
Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources
Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions
Ensure customer referenceability and overall satisfaction level
Other tasks and duties as defined.
5+ yrs. direct and verifiable enterprise-level customer success experience
Proven track record of success with a verifiable history of exceeding sales and customer success goals
Driven by personal, team and company achievement with a commitment to excellence
Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience and comfort interacting with and influencing C-level executives
Strong communication skills ? written and verbal ? with understanding of situational best practices
Excellent presentation skills ? from small to large audiences
Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes
Experience in SaaS, Social Media Management and enterprise software
BS or equivalent education and relevant experience ? MA/MS/MBA Preferred
Why you?ll love it here:
Flexible PTO and paid holidays!
Work directly with SOCi executives and advisors.
Comprehensive medical, dental, and vision benefits.
Opportunity to make a difference and implement your ideas.
Everyone is held to the highest standards, but we make sure to have fun, too!
We have amazing customers (UPS, SportClips, Internet Brands, etc) who love our platform. Check us out on G2Crowd, Capterra or TrustPilot.
What's SOCi's culture like?
Our primary driver is professional growth and learning, coupled with a desire to help our customer succeed. We focus heavily on individual mentorship and guidance, peer feedback and are always pushing ourselves and each other to the next level. We focus on moving fast, learning fast, and not looking back.
SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.