Are you an energetic, ambitious, competitive go-getter with a positive attitude? If so, Satmetrix is looking for you!

Headquartered in the San Francisco Bay Area, Satmetrix develops customer experience management and analytics software used by major brands and small businesses around the world to understand how customer experiences drive their business success. Already seen as an industry leader, Satmetrix is venturing ahead with powerful new tools for online surveying and social media analytics. We’re excited about the change we're driving in our industry with easy to use cloud-based software that brings the powerful Net Promoter® based solutions to a broad new global audience.

We are seeking energetic and motivated professionals to join our growing Customer Success Management team. Our Customer Success Managers (CSMs) work directly with our customers to support our post-sales customer lifecycle as it relates to customer adoption, on-going support, optimization, and expansion.   CSMs are the customer’s point person for all program-related inquiries, building trusted advisor relationships with all relevant stakeholders.  CSMs have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of customers’ strategic business goals. 

The ideal candidate will have the highest caliber customer program management skills.  S/he manages the customer experience across our customer base, meeting agreed adoption, engagement and retention targets. S/He is an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively. The successful candidate must have excellent interpersonal skills, possess excellent written and verbal communication skills, be extremely well-organized and analytical with an ability to work well under pressure. S/He will institute and adhere to best practices, be a strong team player as well as a proactive individual contributor. 

Responsibilities:

• Drive seamless customer onboarding processes
• Work closely with our sales, services and product teams to proactively manage each customer’s successful deployment
• Develop and implement tailored programs that provide continued value to the customer and drive long-term account growth
• Drive participation and response rates
• Drive customer renewal targets, and proactively prioritize accounts according to perceived risk, potential growth, strategic value, and (renewal) timeframe
• Closely monitor adoption rates of assigned accounts; provide insight into customers use case studies, and help customers to derive value from Satmetrix products
• Work collaboratively with marketing team on building customer references
• Develop best practices for reporting, interpreting results and benchmarks
• Create and contribute to thought leadership content
• Occasional travel to customer sites
• Make our customers successful!

Qualifications:

• Proven customer-oriented attitude
• Track record of driving customer success and aligning within complex customer environments at executive and department levels
• Ability to understand customer requirements, identifying upsell/cross-sell opportunities
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities
• Skilled at negotiating business terms with line-of-business, senior management and/or C-level executives
• Data-driven with a commitment to process; drive/track consistent engagement process
• Advanced program management and customer success skills
• Ability to work in a fast-paced, entrepreneurial, results-oriented culture
• Previous experience with an annual subscription sales model preferred
• Strong collaboration acumen and ability to multi-task
• Understanding of Customer Experience and NPS is a plus

Requirements:

• A minimum of 5 years sales account management or related experience
• Experience with CRM (Salesforce)
• Excellent verbal and written communication skills
• BS degree in business, marketing, finance or similar concentrations
• MBA preferred

Satmetrix takes pride in developing and promoting talent as an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, veteran status, or any other category protected by applicable federal, state or local laws. By fostering a diverse business environment, Satmetrix welcomes opportunities to learn from each other, our customers, investors, suppliers, and business partners.