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Customer Success Manager

Company: Thentia
Location: Austin
Posted on: March 18, 2023

Job Description:

Job Description Salary:
About Thentia Thentia is a fast-growing, venture capital-backed software as a service (SaaS) company that is emerging as a world leader in government technology with a platform that is transforming and modernizing how regulatory organizations are conducting business. A company of builders, thinkers, and owners, Thentia gives employees the opportunity to create amazing solutions, showcase their talents, and benefit from our shared success as we scale up in the U.S., Canadian, and global markets. Further, Thentias solutions directly impact public trust and regulatory integrity, helping regulators and agencies meet 21st century standards by leveraging predictive analytics, Big Data, AI, and other innovative capabilities. Internally, our culture fosters collaboration, inclusivity, intellectual curiosity, and professional development. About The Role: Thentias Customer Success Team is experiencing unprecedented growth! Our team is at the forefront of the Customer Experience, and we are deeply committed to helping our customers get the most value from our products! We are seeking a Customer Success Manager (CSM) to own the customer relationship from on-boarding through launch and thereafter. The successful candidate will provide ongoing support to coordinate and prioritize our customer support activities and resources, ensuring that customers receive attentive assistance and are nurtured as they go from new customers to long-standing experienced ones. As the key point of contact with the customer, the CSM provides advice and ensures that feedback is shared across our organization and incorporated into our product management lifecycle. If this inspires you it may be the role youve been searching for Responsibilities:

  • 'Own the customer experience through the full life-cycle of onboarding and beyond
  • Be a trusted customer advocate who will work on their behalf to ensure they are successful with our solution
  • Forster relationships that result in eagerness to participate in case studies, provide testimonials and act as references
  • Partner with cross functional teams to ensure customers needs are being met, be it related to support, training or anything else that will impact their success
  • Contribute to an ongoing effort to ensure customer success tools and techniques are aligned with organizational goals
    • Make recommendations to improve efficiencies through development and adoption of best practices and standard procedures based on product releases. Qualifications:
      • Minimum 3 years proven experience in Customer Successroles in cloud-based SaaS solutions
        • Experience with Zendesk, Salesforce and other CRM tools
        • Project Management: Ability to manage a portfolio of customers with complex projects that last from several weeks to several months.
        • Priority Setting: Focuses time/energy on the most critical issues/opportunities. Clearly understand how to assess the importance of tasks and decisions.
        • Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
        • Problem Solving: Talent for solvingchallenging problems andsituations using an organized and logical approach. Looks beyond the obvious to understand the root cause of problems.
          • Collaboration andTeamwork: Collaborates with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs.
          • Ability to navigate an environment where process and procedures may evolve quickly.
          • Clear and effective communicator; the ability to communicate with clients and colleagues with credibility and empathy, including in a remote workenvironment. We thank all applicants in advance for applying. Only individuals selected for interviews will be contacted. Compensation Thentia provides employees with a competitive base salary along with:
            • Full Health Insurance coverage
              • Flexible paid-time-off, including vacation and wellness days
              • Parental Leave
              • Year-end bonuspotential
              • Remote or Hybrid working options (as position allows)
              • Professional development & training, including Udemy Business Our Commitment Thentia is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are building products for a diverse world and are committed to building and fostering an environment where our employees feel included, valued, and heard, which enables us to make commerce better for everyone. We strongly encourage applications from racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, provincial, or local laws in the regions we operate. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, or internships. #LI-DNI #LI-DNI by Jobble

Keywords: Thentia, Austin , Customer Success Manager, Executive , Austin, Texas

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