Customer Success Manager, Community (Remote)
Company: AlertMedia
Location: Austin
Posted on: January 27, 2023
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Job Description:
Do work that matters.
At AlertMedia, everything we do supports our mission: to save lives
and minimize loss by facilitating timely communications when an
emergency threatens personal safety and business continuity.
Our values which reflect our view on what's important and what's
right include: We're humans not robots, Customers always come
first, We work better together, Simplicity is our strength, Our
reputation is priceless, Hard work pays off.
The Customer Success Manager, Community (Remote) will take
ownership ofAlertMedia'scustomer relationships which we value above
all else. This role will focus on SMB customers and partner closely
with our Customer Support Team to foster success. In this key role,
working closely with Customer Success, Customer Support, Marketing
and Sales teams, they are responsible for driving engagement to
support customer health, retention, and growth. The right candidate
will be determined to achieve effective customer enablement, as
well as the highest possible satisfaction rates across the accounts
they manage. They will make sure customer needs are always met and
problemsare solved quickly.
Who you are:
You'd be excited to buy into our "customer love" mentality and are
motivated by going above and beyond for the customers you serve.
You are a team player, have a roll-up-your-sleeves mentality when
it comes to your customers and there is no task too big or too
small to best support them. You enjoy building relationships,
community engagement, and driving adoption of all features of the
AlertMedia platform.
What you get to do every day:
Support our customersin the SMB category as a product expert to
drive adoption and enable them to accomplish their goals
Manage a series of personal and automated touchpoints to enhance
the customer experience
Align with the Customer Success organization to support initiatives
to grow and expand existing accounts through adoption, cross-sell,
and upsell opportunities
Evaluate health and assess risk for each customer to proactively
evade dissatisfaction or lost business to drive retention
Partner with our Customer Support team to manage escalations
requiring more strategic oversight
Respond to all customer inquiries in a timely manner, at least same
day
Effectively track all customer communication and data in Gainsight
and Salesforce
Manage adding employee contact data via Excel upload, Active
Directory sync, SFTP, etc.
Acquire industry knowledge related to general trends, use cases,
and emerging technologies
Ensure positive and productive customer experience to maintain
software renewals
Contribute toAlertMedia'sculture, values and vision for the
future
What you bring to the role:
2+ years' experience in customer success management or account
management
Strong organization and time management skills with ability to
prioritize
Comfort level managing a large volume of accounts
Outstanding verbal and written communication skills
Experience with customer implementationand software adoption
Strong listening skills with the ability to mirror and work with a
variety of customer profiles
Ability to work with all members of our team (customer support,
business development, software development, and product
management)
Experience working with largedatasets, file uploads, and comfort
level working with high-volume spreadsheets
Must be independent, self-motivated, success-driven, and
adaptable
Tons of energy, humor, empathy, and enthusiasm
The ability and desire to work in a fast-paced, challenging
environment
The desire to learn and be coached
Bilingual is a plus
Why you'll love working at AlertMedia:
Competitive base salary +Company-wide bonus program
Generous and flexible time off and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance are
100% paid for employees!
Amazing rewards and incentives - we love celebrating each
other!
Commitment to community service with opportunities to give back
A Best Places to Work company 6 years in a row and numerous other
awards
Access to brand new downtown office with 360 views of Austin,
high-tech building gym, and nearby running trails
About AlertMedia:
AlertMediais leading the evolution of employee safety for a modern
workforce. We offer the most intuitive emergency communication
software on the market with fully integrated threat warnings and
employee safety monitoring. We believe any organization can improve
safety and business outcomes during critical events by quickly
identifying threats and simplifying fast, reliable communication to
impacted audiences. We are headquartered in Austin, TX, and trusted
by thousands of customers in over 100 countries-including DHL,
British Petroleum, SurveyMonkey, and Walmart-to keep their people
safe and connected anytime, anywhere.
We are an equal opportunity employer focused on creating a
collaborative and exciting place for all to work. Ensuring a
diverse, inclusive, and equitable workplace for all people is key
to our success and core to our values.All qualified applicants will
receive consideration for employment without regard to race, color,
religion, gender, gender identity or expression, sexual
orientation, national origin, genetics, disability, age, or veteran
status.
This is an amazing opportunity to be part of our wave of momentum
and take our company, and your career, to the next growth stage.
We'd love to get to know you better and share how we serve our
amazing customers. For moreinformation,please visit
www.alertmedia.com.
Come join us in our mission to save lives and minimize loss through
effective communication.
AlertMedia does not currently sponsor applicants for work
visas.
Position is open for remote location except for in the following
states: Alaska, Colorado, Louisiana, Montana, North Dakota, Oregon,
Hawaii and West Virginia.
Keywords: AlertMedia, Austin , Customer Success Manager, Community (Remote), Executive , Austin, Texas
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