REPORTS TO: COO
DEPARTMENT: Client Success
Contract Type: Contract
Position Summary
The Manager of Client Success owns the strategy and planning for communication, fulfillment and disposition of GigaOm’s customers and partners. They ensure that the products and services we deliver align with the customer’s needs, capture and deliver feedback and resolve client disputes. They coordinate with Marketing, Project Management and other client-facing teams to drive improvements and build self-service resources that enhance GigaOm’s customer journey.
General Responsibilities
- Manage onboarding process, partnership development and dispute resolution
- Guide fulfillment efforts to ensure the best outcome for our customers
- Provide training and support to improve interactions and build relationships
- Partner with Sales to improve the health of at-risk accounts
- Develop strategies to increase adoption, retention and renewal rates
- Collaborate with Project and Product teams to make impactful refinements to GigaOm’s offerings
- Gather information through panels, touchpoints, surveys and any other means available to document and communicate how GigaOm and its value is perceived by its clients
- Build and manage a team to perform to standards and at appropriate scale
- Other responsibilities as assigned by GigaOm executive leadership
Success Factors
- Proactively communicates urgency and impact to internal stakeholders
- Accurately represents the Voice of the Customer in addition to Client Success perspectives
- Effectively identifies the areas of greatest gain in an environment of competing priorities
Experience Preferences
- 5 or more years experience as a senior leader in Customer Service, Client Success or Account Management
- Both B2B and B2C experience preferred
- Strong background in CRM implementation and design
Education Preferences
- Bachelor’s Degree or equivalent experience
Work Location: Remote. The majority of GigaOm works on a US timezone, some flexible scheduling to accommodate team collaboration is required.
Pay Range: 85k-105k
To apply, please send your cover letter and c.v. to careers@gigaom.com