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Manager, Customer Success

| Austin

The Role:

Our Customer Success team values our customer relationships above all else and we back that statement up with our Net Promoter score of 80+!! The Manager, Customer Success will bring leadership and mentorship to their team of CSMs. This is the first level of management to be added to our team and will report directly to the VP, Customer Success. You will manage the team’s performance, metrics, and day-to-day operations. The right candidate will be ready and willing to do whatever it takes to support the team including jumping on customer calls, reviewing emails, and responding to overflow support tickets. Responsibilities also include reviewing and enhancing current onboard training materials and operational efficiencies for our team as we engage with customers to ensure they are using their AlertMedia account to the fullest potential.

Who you are: 

You are passionate about customer advocacy and are driven to ensure your customers will have the best possible user experience. You are a self-motivated, dedicated leader with innovative ideas to inspire customer loyalty and adoption. You are not afraid to roll up your sleeves and dive into accounts no matter what is required. You inspire your team to reach higher. You’re as good at explaining “why” as you are “how”. And last but not least, you are energized by the rapid pace of a start-up in growth mode and the changes that can occur quickly.

Who we are:

AlertMedia has disrupted the mass notification industry and become its technology leader, now serving some of the largest and most respected companies in the world. Our emergency communication software and monitoring services enable organizations keep their people safe, informed, and connected. Customers in telecom, healthcare, transportation, energy, manufacturing, government and education are using the AlertMedia platform for emergency communication, regular business communication, and operational activities such as scheduling, dispatching, and other logistics.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information please visit www.alertmedia.com.

What you will do:

  • Develop strategic plans to achieve target renewal goals, identify/minimize customer churn, and support the Customer Success Team in achieving company goals.
  • Build strong relationships with our customers, acting as Executive Support for key customers
  • Scale and manage a team of CSM Leaders
  • Act as Executive Support for key customers
  • Work with CSMs to identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores.
  • Establish system for tracking metrics and operational cadence of reviewing with the team
  • Train new CSMs and enhance the training process and materials
  • Partner with Marketing to build out our customer reference program
  • Provide quick and responsive ongoing technical and administrative support to our clients
  • Understand our customers’ unique needs and how they utilize the application
  • Keep track of new product developments and strategically inform clients about them
  • Communicate desired software requirements to product management team
  • Acquire industry knowledge related to general trends, use cases, and emerging technologies
  • Help identify up-sell opportunities to ensure customers using the AlertMedia platform to fullest capacity and identify additional opportunities within their company to broaden their AlertMedia footprint
  • Contribute to AlertMedia’s culture, values and vision for the future

Requirements:

  • 8+ years of SaaS customer success or account management experience
  • 5+ years experience in building and leading highly successful customer-facing teams in consultative, SaaS technology environment (non-call center or tech support environment) 
  • Superior organization skills and attention to detail with a proven track record of delivering value.
  • Excellent presentation skills
  • Ability to multitask and to handle multiple concurrent projects under time constraints
  • Extensive Customer relationship management experience
  • Self-starter with leadership mentality
  • Experience establishing and measuring key metrics that focus effort and drive results.
  • Innovative thinker focused on the customer
  • Exceptional cross-organization collaboration and communication skills
  • Tons of energy, humor, compassion, and enthusiasm
  • The ability and desire to work in a fast-paced challenging environment
  • The desire to learn and be coached
  • BA/BS Degree Preferred

What we offer:

  • Base salary + Company-Wide Bonus program 
  • Stock options – be a shareholder in the company
  • Competitive PTO + holidays to enjoy balance
  • Health benefits – medical, dental, vision, and life insurance 100% paid for employees
  • Company-wide bonus program based on collective success
  • An exciting and positive work environment
  • Commitment to community service with opportunities to give back 
  • A Best Places to Work company 

AlertMedia is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

AlertMedia does not currently sponsor applicants for work visas.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • ElasticsearchDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • SlackManagement
    • HubSpotCRM
    • SalesforceCRM

Location

One exit South of downtown walkable to Zilker Park with skyline and greenbelt views. All the amenities without the parking frustrations!

An Insider's view of AlertMedia

How would you describe the company’s work-life balance?

Management knows that work-life balance is important and they practice it themselves. Having this balance makes it easy to come into work every day ready to give 110%.

Liel Navon

Team Lead, Sales

What projects are you most excited about?

I'm excited about the opportunity to strategically hire people we feel will truly make an impact on the business and know "why" they are working hard because our product genuinely helps a lot of people. I am also passionate about our commitment to community service and driving these relationships and events!

Kelsey Ozar

Director, Talent

What makes someone successful on your team?

To be a successful developer at AlertMedia you will need to be smart and passionate about great code. Our most valuable developers consistently "check their ego at the door" and focus exclusively on the best solution for the problem.

Matt Miller

Senior Developer

How do you make yourself accessible to the rest of the team?

AlertMedia is inherently a very collaborative culture. No one here is above helping others, including our executive leadership team. We are readily available to assist through negotiations, demos, customer calls or to simply provide guidance. Time is never wasted on someone who cares and is focusing their effort on the right things.

Peter Steinfeld

VP, Sales

How do you collaborate with other teams in the company?

Given our current size, collaboration comes easily, but as we grow, we have to be more intentional about how we work with each department. For example, our team often drops in on the weekly sales meetings, holds a weekly meeting with the sales team leads, and has a slack channel with all of sales so people can share ideas and ask questions

Alex

VP, Marketing

What are AlertMedia Perks + Benefits

AlertMedia Benefits Overview

AlertMedia has a comprehensive benefits package in order to take care of our employees, including 100% paid medical, dental, vision and life insurance. We take pride in giving back to our community through quarterly give-back opportunities and enjoy quarterly team-building both team specific and company-wide.

Health Insurance & Wellness Benefits
Dental Benefits
AlertMedia pays for 100% dental coverage for its full-time employees.
Vision Benefits
AlertMedia pays for 100% vision coverage for its full-time employees.
Health Insurance Benefits
AlertMedia pays for 100% medical coverage for its full-time employees through BlueCross BlueShield.
Life Insurance
AlertMedia pays 100% of life insurance coverage for full-time employees.
Retirement & Stock Options Benefits
401(K)
AlertMedia offers a comprehensive 401k plan for our team members.
Company Equity
AlertMedia offers a generous equity grant for full-time employees, including vesting over a four-year period.
Performance Bonus
AlertMedia is proud to offer a generous collective success annual bonus to all of its full-time employees.
Child Care & Parental Leave Benefits
Generous Parental Leave
AlertMedia offers 4 weeks paid maternity leave with up to a total of 12 weeks with FMLA and 2 weeks paid paternity leave.
Family Medical Leave
AlertMedia offers up to 12 weeks of unpaid, job-protected leave per year, as well as maintained health benefits, for any employee eligible under the Family and Medical Leave Act (FMLA).
Vacation & Time Off Benefits
Generous PTO
AlertMedia offers competitive paid time off for its full-time employees, with the opportunity to gain additional days off with tenure.
Paid Volunteer Time
AlertMedia has a strong commitment to serving our community, with opportunities to get involved at quarterly give-back events.
Paid Holidays
AlertMedia offers 11 company paid holidays for full-time employees.
Perks & Discounts
Casual Dress
AlertMedia offers a casual dress environment, anything but shorts!
Company Outings
AlertMedia puts a huge emphasis on team-building. Q1/Q3 are dedicated to team-specific events while Q2/Q4 are company-wide events including our always amazing holiday party!
Game Room
Unwind in our game room with board games, shuffleboard, and an arcade.
Stocked Kitchen
AlertMedia has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
AlertMedia has a Tuesday lunch tradition. We bring in delicious catered food and introduce new hires, share product updates or customer stories, and even get to see our board deck via our CEO.
Happy Hours
AlertMedia enjoys Friday happy hours after a week of hard work.
Parking
AlertMedia offers free parking to all employees.
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