Senior Client Success Manager at Onna

| Greater NYC Area
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We’re Onna: a fast-growing tech startup based in New York with offices in Barcelona and Research Triangle Park. Our international team is composed of fun, experienced, and hard-working individuals on a mission to make information easily accessible and useful, no matter where it lives. Our platform connects popular applications like GSuite, Slack, Office 365 and makes information accessible, useful, and private for our clients (Electronic Arts, Dropbox, and Fitbit, to name a few.) In 2019 we closed an $11M Series A led by Dawn Capital with the participation of our integration partners Slack Fund and Dropbox - and we’re focused on building an amazing team to deliver the best product possible. 

We are looking for a highly driven and empathetic Senior Client Success Manager to serve as a trusted advisor to enterprise companies and help solve their toughest problems. In this role, you’ll be part of the early CS team that is defining and building the foundation for how we approach client engagement and strategic planning initiatives that will define the future of Onna’s Client Success offering.

We’ll provide you with the tools, resources, and outstanding leadership to take your career to the next level. If you’re excited to shape the future of a global and market-defining company, we want to meet you! 

What you’ll do:

  • Become an expert on the Onna platform and integrations, while keeping up with industry trends and competitors.
  • Serve as the trusted point of contact for Onna’s strategic key clients across the client lifecycle; on-boarding, adoption, advocacy and renewal.
  • Coach clients to be product experts and train their teams on the Onna platform so they become increasingly self-sufficient.
  • Monitor Health Metrics, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive client references and case studies.
  • Drive organic growth and expansion within assigned client accounts; proactively identify and facilitate additional revenue opportunities to enable clients to maximize their value.
  • Partner internally with our tech team to optimize client implementations and resolve technical challenges, with the Sales team to advance account renewals and expansion, with the Marketing Team to create collateral and training materials, and with the product team to design ideal offering/features.
  • Proactively identify accounts risks and develop mitigation plans (coordinating activities internally within Onna and externally with clients) to resolve. 

Your background:

  • Bachelor's Degree or equivalent experience
  • 6+ years of relevant work experience in client success, account management or strategic consulting roles at an enterprise level. SaaS experience preferred.
  • Experience implementing and supporting large scale technology solutions at Fortune 500 companies.
  • You have proven success in building trust and driving results for a broad range of stakeholders: C-Suite, senior executives, developers, and day-to-day users of the software. 
  • Proven record of unblocking relationships, turning detractors into advocates, and driving issues to resolution with great client satisfaction 
  • Experience with Google Apps & Microsoft Suite. Experience with CRM and Success Softwares a plus.

Who you are and what you can do:

  • You have aptitude for digesting and effectively communicating (both written and verbal) technical concepts across audiences of varying technical ability.
  • Strong interpersonal skills and experience building strong internal and external relationships. You strive to understand clients’ business goals, anticipate future needs and identify solutions.
  • You are diplomatic, tactful, and poised under pressure in the face of technical and/or client challenges. You corral the right people to resolve, and see the issue through to resolution.
  • Technologically curious and interested in learning more about how great software is built. You love to learn about complex technical products, and to understand the intricacies of how systems work.
  • Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth. 
  • You focus on client satisfaction and retention metrics while staying empathetic to client needs and inspiring loyalty and adoption. 
  • Highly motivated self-starter who works well with a lot of autonomy and little direction, and you understand when and how to appropriately involve others and ask for help.
  • You are a quick learner with an intuitive mindset, excellent problem-solving skills and are able to stay a step ahead at all times.
  • You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders. 

 Our Perks:

  • Comprehensive medical, vision, and dental coverage
  • 401(k) with matching contribution
  • Flexible vacation and PTO policies
  • Monthly gym membership stipend
  • Professional development stipend
  • Commuter perks
  • Monthly group activities
  • Dog-friendly office

Onna is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. You must have authorization to work in the US. 

All your information will be kept confidential according to EEO guidelines.To view our privacy policy, please visit here.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • AngularFrameworks
    • Machine LearningFrameworks
    • DockerDatabases
    • KubernetesDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • CanvaDesign
    • AsanaManagement
    • ClubhouseManagement
    • GitHubManagement
    • WordpressCMS
    • ContentstackCMS
    • SeismicCMS
    • IntercomCRM
    • SalesforceCRM
    • PardotEmail
    • SalesLoftEmail
    • PardotLead Gen
    • ZoomInfoLead Gen
    • LinkedIn Sales NavigatorLead Gen
    • LeadIQLead Gen

Location

202 Centre St, New York, NY 10013

An Insider's view of Onna

What’s the vibe like in the office?

Everyone in the office is super friendly and reachable. Collaboration and questions are always welcome, and not just because they have to be — our team genuinely wants to help each other succeed.

And now, we do all of this virtually!

Liz

Content Marketing Specialist

What's the biggest problem your team is solving?

Unlocking our client's knowledge and tearing down data silos between their teams. We aim to help our customers build a mindset around what their knowledge means to their team and how they can leverage it to be smarter, leaner, and more productive. We ultimately provide a service that answers the question, "How can we make our data accessible?"

Eddie

Customer Success Manager

How does the company support your career growth?

Working at Onna, I have the right team and tools in place for success when it comes to my career growth. Management does a great job providing clarity and giving me steps to succeed by having dedicated training that supports and encourages career growth. The leaders always make time to help out with growth.

Margarita

Business Development Specialist

How do you empower your team to be more creative?

We empower our teams by trusting in them and giving them autonomy. Trusting in your employees to make the right decisions and putting them in positions to succeed is important in fostering great collaboration and a feeling of empowerment.

Eric

VP of Product

How does your team reward individual success?

Celebrating individual success, as well as our team wins, is an important part of our culture. From sending a note on our #kudos Slack channel to giving shout outs at our All-Hands meeting, our team takes the time to celebrate and highlight wins. Additionally, each Onner gets special rewards on their Onnaversary (anniversary) and birthday.

Mayda

Chief of Staff

What are Onna Perks + Benefits

Onna Benefits Overview

We’ve entered a new era of remote work, where our day-to-day is now virtual, and Onna is committed to adapting to embrace this change.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
DE&I & Leadership Committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Onna hosts company outings Monthly.
Free Daily Meals
Employees get free lunch on Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Onna's pet policy is dog friendly daily.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Customized development tracks
Paid industry certifications
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