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Enterprise Customer Success Manager- Remote

Company: Clari
Location: Austin
Posted on: May 3, 2021

Job Description:

Clari uses AI and automation to drive growth and retention for high-performing revenue teams. Clari's market-leading Revenue Operations Platform is currently processing over $300 billion in pipeline each year, and is used by over 100,000 marketing, sales, and customer success professionals across 170 countries. Customers include market leaders like Adobe, Zoom, Qualtrics, UIPath, Okta, Workday, to name a few. We constantly hear from our customers that Clari is required equipment, and that we've changed their lives and the trajectory of their businesses. It never gets old, and we never take it for granted. Together, we help others realize their fullest potential by transforming their revenue operations to be connected, efficient, and predictable.

Clari is seeking a passionate, results-oriented individual to join our team as a Customer Success Manager ("CSM"). At Clari, our mission is to transform our clients' revenue operations to be connected, efficient, and predictable - and our own Customer Success team sits at the heart of this goal. As a CSM, you will act as the trusted, strategic advisor to our Clari clients and help drive adoption, engagement, and experience throughout the customer journey. Come be a vital part of Clari's "one with customers" continued success!

This is a fully remote, work from home, opportunity and we will consider candidates anywhere in the Central or Western zone.

Responsibilities

  • Advise customers on best practices for transforming their revenue operations with the Clari platform, including staying up to date on trends in the industry
  • Conduct quarterly account performance planning and reviews in partnership with your Account Management team (e.g., Executive Business Reviews, Strategic Growth Initiatives discussions)
  • Proactively manage the success of assigned Clari customers in your portfolio to deliver consistent value across the entire customer lifecycle
  • Build strong customer relationships by maintaining high levels of adoption and engagement
  • Review and analyze usage data, health indicators, renewal dates and growth opportunities in partnership with the Account Management teams
  • Coordinate and deliver tailored training sessions to ensure confidence with the platform and cultivate customer accountability
  • Resolve customer issues either alone or in collaboration with other Clari teams (Support, Customer Success Operations, & Product).
  • Approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and at times, requiring technical knowledge of the Clari platform.
  • Be able to represent Clari customer needs when articulating business requirements or scoping Services efforts for configuration requests
  • Become a Clari product expert and occasionally assist on Sales or Marketing calls/webinars as a CSM expert
  • Inform the future of the Clari platform through product feedback requests and proposals, both internally and customer-driven
  • Drive customer advocacy in the form of references, referrals, and case studies
  • Contribute towards a strong, collaborative team environment
  • Go the extra mile to ensure our Clari customers are successful!
  • Enable customers on the power of Clari Knowledge Base and Clari University for self-service and enablement

Qualifications

  • 3+ years experience in B2B SaaS Customer Success roles; experience with CRM solutions is a big plus
  • Verifiable track record of customer retention and growth to drive adoption, engagement and experience through customer success
  • Unrivaled sense of ownership, dedication, and passion for helping customers realize their intended value
  • Aptitude for learning software and Revenue Operations. Ability to explain complex data relationships and technical issues in non-technical terms.
  • Technical knowledge as it pertains to CRM solutions. If no direct experience, must be ready and eager to learn these concepts.
  • Must be comfortable learning at a fast pace and on the job
  • Strong communication and interpersonal skills, both written and verbal. Consistent diplomacy and poise while working through customer issues and escalations
  • Ability to manage multiple priorities while maintaining strict attention to details
  • Team player who is proactive and a creative problem solver
  • Basic knowledge of Revenue Operations processes (Pipeline Management, Forecasting, Account Engagement, Renewals and Churn) is a big plus
  • Working knowledge of Salesforce.com is a big plus

Benefits and Culture

  • Team-bonding activities and company-wide events
  • Flexible working hours and remote opportunities
  • Monthly wellness reimbursement
  • Paid maternity and paternity leave
  • Fertility support
  • 401(k) and College Savings plans
  • Stock options

You'll often hear our CEO talk about "Being Remarkable." To Clari, remarkable means many things. First and foremost, we believe in providing work that's interesting and meaningful, in an environment that's nurturing and inclusive, that is free from discrimination for each and every team member without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. Efforts have to be recognized. Voices have to be heard. And work/life balance has to be baked into the very fiber of the company. We are honored to be recognized by Inc. Magazine and Bay Area News Group as a best place to work, several years running. We'd love to have you join us on our journey to remarkable!

Keywords: Clari, Austin , Enterprise Customer Success Manager- Remote, Other , Austin, Texas

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