Technical Customer Success Manager

| Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Electric is a Series B  startup backed by Bessemer Venture Partners, Bowery Capital, Primary Venture Partners, GGV Capital,  and led by a team of seasoned entrepreneurs, operators, and technologists. With software forming the foundation of every office, Electric is the world’s first all-in-one, modern IT support solution that can truly meet the needs of growing businesses. Through a chat interface, personalized service, and flat-rate pricing we keep our client’s email, computers, Wi-Fi, and software running smoothly at a fraction of the cost and headaches normally experienced with traditional managed service providers.

Our company is a  fun, fast-paced environment with enormous opportunities for career advancement. We are seeking highly motivated, detail-oriented go-getters who want to move up in a tech startup.

The Role

As a Customer Success Manager at Electric, you will work closely with our SMB customers to understand how they work, their business challenges, and engage using a consultative approach that positions you and Electric as the preferred long-term strategic partner. Our Customer Success team works with a variety of customers to ensure they adopt Electric widely and continuously gain business value from our products and services. This is a phenomenal opportunity to take on business-critical responsibilities for a fast-growing NYC startup!

Responsibilities

  • Understand the customer’s motivation for signing up for Electric and desired business outcomes for your book of business. 
  • Provide high-level IT/technical support to customers.  
  • Drive IT Strategy for our biggest customers and speak with authority and credibility.   
  • Work with clients to establish business and technical goals, or other key performance indicators, and aid the customer in achieving these goals.
  • Provide proactive project management and subject matter expertise, as well as lead customer support activities through hands-on engagement.
  • Participate in product innovation loop by identifying and representing customer needs to the engineering and product teams, as well as presenting new product capabilities to customers.
  • A comprehensive consultation with IT clients at the highest technical levels on a quarterly basis.
  • Technical background with understanding and hands-on experience in IT preferred.
  • Ongoing development and understanding of key vertical market trends, regulations and compliance requirements. Ongoing development of IT and industry knowledge.
  • Develop customer success action plans required to hit agreed-upon customer satisfaction goals and eliminate barriers to customer advocacy and expansion.
  • Manage weekly, monthly, and quarterly customer health metrics including user and vertical engagement, ROI, satisfaction, and success plans.
  • Lead Executive Business Reviews with decision-makers and Electric executive sponsors where we celebrate shared successes and course-correct where necessary. 
  • Directly responsible for overall revenue, retention, and NPS within your book of business
  • Drive engagement with customer advocacy program (customer references, case studies, product council)   

 What you should have: 

  • You are a team-player with a proven track record of excelling in fast-growing environments and taking initiative to the next level.
  • Knowledge of Salesforce management preferred
  • 5+ years of experience as a Technical Account Manager
  • Bachelor's degree from four-year university, or equivalent experience
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ServerlessFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • PeriscopeAnalytics
    • FullstoryAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

408 Broadway, New York, NY 10013

What are Electric Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
More Jobs at Electric22 open jobs
All Jobs
Finance
Design + UX
Dev + Engineer
HR
Marketing
Operations
Product
Project Mgmt
Sales
Operations
new
Remote
Sales
new
Remote
Operations
new
Remote
Marketing
new
Remote
Sales
new
Remote
Design + UX
new
Remote
Design + UX
new
Remote
Operations
new
Remote
Operations
new
Remote
Marketing
new
Remote
Operations
new
Remote
Product
new
New York
Marketing
new
Remote
Product
new
Remote
Developer
new
New York
Project Mgmt
new
Remote
Finance
new
New York
Operations
new
Remote
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Electric's full profileSee more Electric jobs