Customer Success Manager

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Job Purpose
As a Customer Success Manager, you will be on a mission to help our client achieve their goals with AcceleratorApp. You will also be called upon to expand our current database and client base, generating new leads for the business through targeted marketing, events, and content. Furthermore, you will be asked to think of any ways to improve both our ability to get new clients and make them want to renew and talk about us to everyone (positively).

Job Duties and Responsibilities
As a CSM, you will work with other team members in onboarding new clients by helping them succeed with AcceleratorApp. This involves training, monitoring, and supporting clients in their implementation of AcceleratorApp solutions. You will also be working with your teammates to improve our onboarding and success management processes.

• Contributing to support the live chat with other team members;
• Developing implementation plans for each client you are responsible for;
• Help launch new features by communicating the significance of new features to existing clients.
• Monitor the current use of AcceleratorApp by our clients.
• Manage your pipeline of accounts through a CRM and internal tools.
• Identify potential blockers for client success.
• Liaise with the designer, product manager, and developer to explain the discovery;
• Represent the interests of clients when doing product meetings.

As a CSM you will also seek to generate new leads for the business through many different means. This will include content creation, event management, scouring the internet for potential clients, and many other ideas that you can come up with.

• Generate content targeted towards incubators and accelerators
• Document best practices, create internal and client-facing guides, and build scalable resources.
• Collaborate on product updates, how-to guides, training materials, and customer stories.

Successful candidate description

• Strong emotional intelligence
• Ability to ask questions to get to the root of issues brought up by clients or team members
• Ability to manage his/her schedule
• Autonomous, proactive, and deeply accountable
• Strong ability to incorporate AI in your work, to enhance quality and throughput
• Ability to work without a micro-manager
• Fluent in English, speak many languages is a big plus
• Understand software development life cycles
• Understand software implementation
• Experience or familiarity with software development and implementation cycles
• Ability to prioritize is more important than the ability to multitask
• Desire to grow even faster than the business’s needs, (self-improvement)

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