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Customer Success Manager, Community (Remote)

Company: AlertMedia
Location: Austin
Posted on: January 27, 2023

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
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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