Customer Success Manager - Technical Implementations
In today’s world of innovation, technology capabilities are advancing at an amazing rate. Advances in artificial intelligence, machine learning and computer vision are creating massive change. Automation is exponentially increasing productivity and drastically reducing cycle times. Despite all this technology, human intelligence is more valuable than ever. There are an endless array of human-sourced processing and judgement needs that exist where technology isn’t a viable option. That’s where we fit. Alegion delivers AI enablement solutions focused on helping companies process large volumes of work that require human intelligence. From human-labeled training data used to train artificial intelligence and machine learning systems to real-time moderation of user generated content, Alegion provides rapidly deployable solutions ideally tailored to fulfill today’s human intelligence needs.
As a key member of the Alegion Customer Success Team, you will be responsible for the customer journey from Sales through post-implementation management. The Customer Success Manager (CSM) is a consultative pre-sales, project management and service delivery hybrid position. CSM’s engage during the sales process to learn about the customer’s business and specific use cases. The CSM will assist with scoping activities utilizing Alegion’s tools and services. CSMs also manage the onboarding process and become the customer’s primary point of contact and work through all facets of service delivery using the Alegion platform. CSM’s are passionate about engaging their customers and strive to exceed expectations for every engagement. They have impeccable relationship skills, are technically savvy and create win/win environments for all parties involved.
Does this sound like you?
Love working with customers and work relentlessly to deliver successful outcomes
Strong business skills along with technical know-how
You are a pro at managing multiple projects simultaneously
You bring technical skills to the table and strive to always learn more
You can work easily with anyone and builds relationships quickly
Details are your specialty – nothing falls through the cracks
You excel at translating customer business requirements into enterprise solutions
You learn quickly, work diligently and deliver high-quality work
You have superlative communication skills, both written and verbal
Problem solving and troubleshooting excite you
No job is too big or too small – you like to roll-up your sleeves and do whatever it takes
You thrive in fast startup environments
Act as the main point of contact for customers to coordinate, consult and flawlessly execute major projects
Partner with Sales to scope engagements and formalize offerings into proposals
Develop expert level knowledge on products, customer use cases, best practices, and legal considerations
Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
Design and lead implementations leveraging an in depth knowledge of Alegion best practices
Liaise closely with internal resources and other 3rd parties to ensure successful and timely delivery
Lead regular status meetings with project team, customers, sponsors, and stakeholders
Configure and operate the Alegion platform to deliver customer engagements
Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.
Partner with Product Management to help align real-world customer feedback with the product roadmap
Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint.
Advocate customer needs/issues cross-departmentally.
Program manage account escalations.
Bachelor’s degree; MBA is a plus
5-10+ years of relevant experience
Startup experience is a plus
Previous experience within a software or SaaS organization managing programs, projects, deadlines, and scope
Experience in training & online learning is a plus
Data manipulation experience (Excel, python, etc.)
Analytical and process-oriented mindset
Ability to work in a fluid environment and can adjust priorities on-the-fly
Passionate about delivering value, customer happiness, service mentality
High aptitude and understanding of technology
Self-starter and ability to thrive in a fast-paced environment
High level of integrity and follow through
Strong leadership skills and ability to mentor others
Previous experience working directly with Fortune 500 level clients, exceptional communication with Directors, VP/C-level executives, product end users
Thoughtful and methodical in organizing priorities and tasks daily
Impeccable written and verbal communication skills
Strong collaboration and relationship management skills
Crowdsourcing &/or Business Process Outsourcing experience is a plus