This is an exciting time for Appvance as enterprises are embracing AI to radically improve testing efficacy and product quality.
We just secured our Series C round of $13 million to disrupt the $120 billion antiquated software testing market and finished 2021 with over 200% growth.
To accelerate our growth, Appvance is seeking a Customer Success Manager to join our growing Customer Success Team who can thrive in a fast-paced culture and spearhead technical pre-sales campaigns to prospective Fortune 1000 clients.
You will be responsible for day-to-day business interactions with 5 to 10 of our most high-visibility clients and partners.
You will manage the client relationship, service their business needs, facilitate their technical requests, onboard new clients and track their progress, and identify up-selling opportunities.
A major function of this role is project management ensuring that customer requests are resolved in a timely manner.
You will be partnered with a Customer Support Lead/Trainer who will manage the technical relationship You're an excellent fit for us if you see yourself as an extension of the client's own team, and you're highly organized, detail-oriented, collaborative, and think quickly on your feet.
This is an excellent job for anybody looking for career growth opportunities in Customer Success!
We're a small team - there's a lot of opportunity for impact.
Duties/Responsibilities:
- The primary point of contact throughout the customer lifecycle (post-sales)
- Enable the customer to derive the promised business value from our software and services solutions
- Onboard the customer following the Appvance structured process
- Provide structured and ad hoc training and mentoring as needed
- Drive timely resolution of customer issues
- Project manage all aspects of the project including reviewing solutions provided by support and services team members and make recommendations
- Ensure customer stated success criteria are met
- Drive customer happiness metrics for satisfaction and loyalty
- Constantly innovate and improve processes and procedures and drive friction out of all customer interactions
Required Skills/Abilities:
- Excellent verbal and written communication skills in English
- Excellent interpersonal skills with good negotiation tactics
- Ability to create and implement processes, policies, and procedures for Customer Success
- Proactive and independent with the ability to take initiative
- Excellent time management skills with a proven ability to meet deadlines
- Proficient with or the ability to quickly learn modern project management tools
- Proficient with Microsoft Office Suite
- Accountability and personal organization are essential
- Experience analyzing and optimizing the existing processes in the Customer Success team
- Passion for learning new technology and evangelizing to others
Qualifications:
- PMP (or equivalent) Certified
- At least 2+ years in a Customer Facing
- At least 2+ years of project management
Company Overview:
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