Strategic Customer Success Manager
We are seeking a Strategic Customer Success Manager to work on Stack Overflow Talent, which aims to help great companies find great developers, and vice versa, through job listings and a searchable database of developer profiles.
One of the ways in which we do this is by ensuring that our clients will be as successful as possible, both by knowing how to use our products, and how to communicate with the developers that make up their audience. This is where you come in: as a Strategic Customer Success Manager you will work with our Strategic Account Managers to service our largest accounts. Pre-sales as it relates to any product related questions and suggestions, and post sales to provide training and onboarding (both remote and in person), and continuously keep the client engaged. You will be instrumental in ensuring our customers will be successful using our platform, and in doing so be their coach, first point of contact, and advocate. Your focus will be on the North America market, and the position will be out of our New York office. You will report to the Director of Customer Success.
What you’ll do:
- Offer pre-sales support and work with sales crafting packages and solutions
- Be part of sales calls
- Be a technological resource to the sales team
- Offer post-sales onboarding and training, both after initial order has been placed, and on an on-call basis when clients onboard new hires
- Hold refresher courses as needed for clients
- Monitor accounts, check and report on usage, and quality
- Offer help and advice based on reports
- Assist managing account
- Keep your ears to the ground: you might hear and see things that the Sales Representative may not; then relay pertinent information back to sales rep
- Work with marketing to create CS collateral
This job will require a certain amount of travel.
What you’ll need to have:
- Experience training and onboarding people onto a SAAS platform
- Experience going on outside sales calls
- Experience working with Fortune 500 accounts
- In-depth experience using web applications
- Genuine curiosity about technical concepts, and the ability to pick them up quickly and easily
- Excellent command of written and spoken English
- Ability to speak the language of technology, and the ability to teach our non-technical customers to understand this language
- Friendliness, patience, diplomacy, and adaptability
It would be nice if you have:
- Understanding / interest in / use of talent.stackoverflow.com
- Experience working in conjunction with software engineers in the workplace
- Knowledge of the recruiting space
What you’ll get in return:
- 20 days paid vacation
- Stock options
- Completely free health insurance (no copay, no premiums)
- Great office w/ espresso bar, games, and free daily lunches
- Gym membership reimbursement
- Transportation reimbursement
Diverse teams build better products.
Legally, we need you to know this:
Stack Exchange, Inc. does not discriminate in employment matters on the basis of race, color, religion, gender, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, or any other protected class. We support workplace diversity.
But we want to add this:
We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better products. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.