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Associate Customer Success Manager

| Austin

TrustRadius is growing quickly and the Customer Success team is leading the way. We are looking for high-achieving professionals with marketing savvy and a customer-service mindset with prior experience in Customer Success or an equivalent customer service function.

Strong candidates will have excellent organizational skills and the ability to quickly become a trusted collaborator on key customer projects. At TrustRadius, you’ll join a talented team committed to strengthening customer relationships and inspiring our customers to adopt new marketing and sales business practices that fit with the modern B2B tech buyer’s journey. If your abilities include agility with data wrangling and flawless tactical execution, if you believe that user reviews have the potential to turn good tech companies into great tech companies – if this is you, then you can help accelerate our growth.

About This Position

This is an ideal position for a smart, self-starter who enjoys technology (a geek at heart), is enthusiastic about working in a fast-paced, start-up environment, is committed to delivering an exceptional customer experience, and believes authentic user reviews can be transformative for the B2B tech companies who embrace them.

Day-to-day responsibilities will include:

  • Outcomes Measurement. Work with senior members of the team to establish and measure critical goals and metrics for success around sourcing and harnessing user reviews as part of authentic voice of the customer programs.
  • Excellent service. When there’s a problem, solve it. When you promise something, deliver it. We have a strong customer engagement model in place – you’ll work closely with the rest of the team to deliver on it.
  • Customer Adoption. Programmatically, proactively, and thoughtfully manage customer adoption in a way that strengthens customer relationships.
  • Campaign execution. Deliver and enable marketing programs that scale customer review acquisition and use review content to drive sales and marketing outcomes for our customers.
  • Continuous learning. Evolve the use of tech reviews in B2B marketing and sales programs via a combination of experimentation, collaboration, and voracious reading of industry publications.


Qualifications

  • 3+ years of relevant experience in a startup or SaaS business.
  • Excellent communications skills (written and verbal).
  • Proficient in PowerPoint and Excel.
  • Confident learning new tools and technologies.
  • Familiar with marketing automation systems, customer success tools, Salesforce, and other Force.com platforms.
  • Prior experience at a marketing agency or at a market research firm a plus.
  • Must be proactive, and have the ability to work independently/efficiently and to thrive in a fast-paced environment,
  • Detailed-oriented, organized and able to juggle multiple projects simultaneously under tight deadlines


About TrustRadius

TrustRadius is the most trusted review site for business technology, serving both buyers and vendors. We help buyers make better product decisions based on unbiased and insightful reviews. We also help vendors leverage the voice of their customers in their own sales and marketing channels via in-depth reviews, boosting demand and accelerating the buying cycle.

Additional Information

  • Compensation will be competitive and commensurate with experience, including equity in an early stage startup backed by top-tier VCs.
  • TrustRadius is an Equal Opportunity Employer/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • SqlLanguages
    • ReactLanguages
    • NodeJSLanguages
    • MongoDBLanguages
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • InVisionDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail
    • MarketoLead Gen

Location

Arboretum Atrium office building with skylights, indoor fountains, and greenscape. Abundant restaurant and shopping options within walking distance.

An Insider's view of TrustRadius

How does your team reward individual success?

We acknowledge individuals in our weekly all-hands meeting, everyone’s favorite topic. Teams are pampered for exceeding their goals with outings of their choice. We also have individual awards at our annual holiday party. But most importantly, we high-five each other daily in-person, Slack, or any means possible to acknowledges our daily successes.

Abel

Account Executive

What does your typical day look like?

My day starts with prepping for customers on scheduled weekly calls where we review progress on their goals. I’m primarily reviewing clients top 3 priorities and lining up tactical resources like quotes, talking tracks, and any specific reports. It’s about driving them towards innovative best practices by leveraging Voice of Customer (VOC).

Grishma

Customer Success Manager

How has your career grown since starting at the company?

TrustRadius was my first foray into business, coming from academia. It’s a great place to learn, since we sit at the heart of B2B--with a view into both sides of the equation. As we’ve grown, I’ve worn hats aplenty, from writing to client calls to user research. The mentorship and room to run are invaluable, and make my job so satisfying.

Emily Sue

Research Manager

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

It's very important for every team member to know that they can always give me feedback, escalate an issue, and that I'll always listen. We do skip 1-1s, where I meet with team members who report to my management team, small team lunches where I meet with 3-4 people at a time across different departments, and hear what's going on in their areas.

Vinay

CEO

What are some social events your company does?

We host biweekly brew and learns, lead by someone on the team who is passionate about the topic at hand. Topics have included Texas Hold’em, Whiskey 101, Vintage Guitars, and Baseball. It's a great way to learn more about your team and relax on a Friday afternoon.

Katie

Office Manager

What are TrustRadius Perks + Benefits

Culture
Volunteer in local community
TrustRadius participates in local volunteer activities by partnering with Central Texas Food Bank for meal kit making and food drives.
Friends outside of work
Eat lunch together
Intracompany committees
TrustRadius has a culture committee that manage events and programs from our annual holiday party to our Brew & Learns. We also have a Women of TR group focusing on networking and support.
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Team workouts
TrustRadius has a running club that recently completed the Cap10K.
Retirement & Stock Options Benefits
401(K)
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
TrustRadius provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
TrustRadius hosts company outings regularly including volunteer opportunities, hiking with families and happy hours.
Stocked Kitchen
TrustRadius has a fully stocked kitchen including snacks, coffee, and all the Topo Chico you could want.
Parking
Our office space has multiple parking areas for our team's use, free of charge.
Professional Development Benefits
Job Training & Conferences
TrustRadius offers employees professional development opportunities like online training courses and the ability to attend job related conferences and seminars.
Lunch and learns
TrustRadius hosts lunch and learn meetings multiple times a quarter.
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