Customer Success Manager - NYC at HyperScience

| Greater NYC Area
!Sorry, this job was removed at 11:19 a.m. (CST) on Wednesday, November 27, 2019
Company Description
At HyperScience we develop and deliver intelligent solutions to automate manual document processing for global financial services, insurance, healthcare, and government organizations. Founded in 2014, our solution extracts handwritten, cursive and printed typed text at better-than-human levels of accuracy and automation that get better over time. By streamlining operations and reducing the costs associated with data entry, we enable some of the world’s largest companies to improve customer service and drive new business opportunities.
With more than $50 million raised to date, we’re growing quickly and looking for individuals to join our team and make a difference in our organization and for our customers.
Job Description
The Customer Success team at HyperScience acts as the customer’s trusted advisor and advocate, building and growing an ongoing healthy relationship with each customer. Team members are responsible for preserving our current business, opening doors for additional opportunities, and growing our customers into life-long HyperScience advocates. The Customer Success Manager (CSM) owns ongoing customer relationships with all assigned HyperScience customers. To start, CSMs will take the lead from the Implementation Manager as the implementation closes; in the near future CSMs will connect with customers immediately post-sales, work closely with the Implementation Manager, then continue the customer relationship post-implementation. The CSM also helps the customer roll out new use cases on an existing implementation or works closely with an Implementation Manager to roll out complex projects with existing customers. Successful CSMs will be excited by the challenges of learning a highly technical product, owning high-touch relationships with stakeholders at enterprise companies, and driving real improvement in customer operations through our software.
This is a full-time position located in downtown New York City reporting to the VP of Customer Success.

Responsibilities

  • Build deep, long-lasting relationships with our customers at multiple organizational levels, including executives
  • Consult regularly with customers to fully understand their needs and actively solve their pain points
  • Act as the liaison between customers and HyperScience to prioritize issues, elicit feedback, and present customers with new opportunities
  • Monitor customer health to stay ahead of customer challenges and continually drive product adoption
  • Actively manage and prioritize multiple customers with competing needs and varying processes
  • Execute customer-facing training sessions and webinars
  • Work closely with customers to build and execute effective project plans for new use cases; monitor project timelines and ensure milestones are met
  • Collaborate with customers to help them understand and prepare resources necessary to implement HyperScience updates and releases
  • Become a product expert by engaging with the product, investigating technical concepts, and actively seeking deeper product understanding
  • Work closely with the Product team to advocate for new feature requests and ensure customer feedback is incorporated into product roadmap planning

Qualifications

  • 3+ years experience in account management, customer success or consultancy
  • High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
  • Self-starter able to take on tasks with minimal oversight and guidance
  • Love of learning and an aptitude for absorbing and synthesizing technically complex information
  • Proven ability to work with top executives on critical (and expensive) issues
  • Excellent communication (written and verbal) and presentation skills, both internally and externally
  • Demonstrated project management skills with experience leading projects with internal and external stakeholders
  • Ability to interact with enterprise customer teams at various levels of technical and non-technical depth
  • Available to travel to on-site customer meetings periodically - we expect CSMs will travel 10-20% of the work days each month. HyperScience works with both US and international customers

Benefits & Perks

  • Top notch healthcare for you and your family
  • 30 days of paid leave annually to help nurture work-life symbiosis
  • A 100% 401(k) match for up to 6% of your annual salary
  • Stock Options
  • Paid gym membership
  • Pre-tax transportation and commuter benefits
  • 6 month parental leave (or double salary to pay for your partner's unpaid leave)
  • Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
  • A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
  • Daily catered lunch, snacks, and drinks
  • Budget to attend conferences, train, and further your education
  • Relocation assistance

We are an equal opportunity employer. We welcome people of different backgrounds, experiences, abilities and perspectives. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

HyperScience HQ is located on the 45th Floor of One World Trade Center. Incredible views, open floor plan, and minutes from the Subway & PATH!

An Insider's view of HyperScience

What are some social events your company does?

Outside of company-sponsored lunch daily, we do birthday & anniversary celebrations, dessert breaks, and company outings. It’s pretty common to get together for drinks after work or go to karaoke as a team. When our team from Sofia visits, we like to do something social outside the office, whether it’s lunchtime basketball game or rooftop drinks.

John Lee

Talent Acquisition Lead

What projects are you most excited about?

We’re working on building a Machine Learning model that allows our customers to process more types of documents, which will help significantly with their workflow. I’m excited to visit customer on-sites to see how different customers use our product. We’re here to make people’s lives easier so understanding specific use cases is always valuable.

Sarah

Product Designer

What are some things you learned at the company?

Working at a fast-growing startup means that you’ll need to make decisions quickly and decisively, often with limited information. I’m learning that I’ll be wrong at times and this is okay — as long as I recognize why it didn’t work out and quickly pivot. This comes with continuously asking for feedback to make more informed decisions as a team.

Lindsay Bu

Product Operations Associate

How do your team's ideas influence the company's direction?

We operate a growth mentality across all aspects of our business. Every team member is expected to go radically beyond normal expectations. This requires bold ideas coming from everyone. Once we choose a path to follow, we will all get behind it, irrespective of whose idea it was.

Charlie Newark-French

Chief Operating Officer

What makes someone successful on your team?

A successful member of our team is someone who shows up and gives 110% every day, is not afraid to ask for help and uses constructive criticism to better themselves. We represent the entire organization with new clients, and we’re excited to be the first touchpoint that works to understand their pain points and articulate our mission and value.

Lawrence Leeds

Sales Development Representative

What are HyperScience Perks + Benefits

HyperScience Benefits Overview

-Top notch healthcare for you and your family
-30 days of paid leave annually to help nurture work-life symbiosis
-A 100% 401(k) match for up to 6% of your annual salary
-Stock Options
-Paid gym membership
-Pre-tax transportation and commuter benefits
-6 month parental leave (or double salary to pay for your partner's unpaid leave)
-Free travel for any person accompanying a breastfeeding mother and her baby on a business trip
-A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximum of $6,000 per month total
-Daily catered lunch, snacks, and drinks
-Budget to attend conferences, train, and further your education
-Relocation assistance

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
HyperScience employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
HyperScience offers 100% healthcare for you, your family and dependents.
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
-Free travel for any person accompanying a breastfeeding mother and her baby on a business trip -A child care and education stipend up to $3,000 per month, per child, under the age of 21 for a maximu
Generous Parental Leave
6 month parental leave (or double salary to pay for your partner's unpaid leave)
Flexible Work Schedule
Remote Work Program
Family Medical Leave
We offer unlimited medical/sick and bereavement leave.
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
HyperScience employees receive 30 days per year of paid time off annually (not including holidays and sick days).
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Stocked Kitchen
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications
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