Customer Success Manager, Strategic Accounts
The Customer Success Manager, Strategic Accounts
CONSULTATIVE | RELATIONSHIP BUILDER | CUSTOMER ADVOCATE
As a Customer Success Manager, Strategic Accounts at A Cloud Guru, you'll own the customer relationship for our strategic enterprise customers in partnership. As a dedicated resource on a portfolio of strategic accounts, you'll onboard and engage with our enterprise customers to drive adoption of ACG’s training while partnering closely with our strategic account team to drive business growth.
You will become a product expert and maintain a deep understanding of how the ACG offerings drive business and training outcomes across your portfolio. You'll be the voice of our strategic accounts and ensure their sentiments and business requirements are captured and shared across key functional teams within the business.
Hello, we're A Cloud Guru
Our friends call us ACG.
We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful. The people are the #1 reason employees say they stay at ACG. We’re a quirky, tight-knit crew that cares about our customers and each other. No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.
It’s an exciting time to join the team, because we’re in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.
What makes the Customer Experience team awesome...
We are dedicated to making sure our cloud gurus are successful in every single stage of their cloud-learning journey. We don’t just solve problems – we champion our customers in multiple ways. We take our jobs and customers seriously, but we don’t take ourselves too seriously. Keeping it fun is such a big part of our culture. We're all working hard, but we're having fun along the way.
There is no stifling of ideas or individuality. Your ideas are very much welcomed and encouraged. - Kellie, Cookies Guru (and Senior Customer Success Manager)
As a Customer Success Manager, Strategic Accounts at ACG, you’ll get to:
- Engage with key stakeholders throughout the sales and customer lifecycle and drive customer on-boarding, adoption, and satisfaction with strategic enterprises
- Manage a diverse portfolio of customers that will be in different stages of the lifecycle and partner closely with our strategic account teams to drive growth opportunities
- Ensure our customers are able to leverage A Cloud Guru over the course of the partnership to deliver training outcomes that transforms their business
- Maintain an in-depth understanding of ACG course and product offerings to enable your portfolio of customers to leverage the latest technology
- Be the voice of customers and bring their needs to internal conversations with product, engineering, sales and marketing to advocate improvements in every aspect of the customer experience
- Conduct frequent strategy sessions to address evolving customer needs and provide new training use cases with key content and enablement features
- Become trusted partners with our strategic accounts and translate how ACG’s product and content library drive skills transformation
- Design best practices, processes, and documentation for supporting and driving continues engagement within strategic enterprises
We are looking for someone who can:
- Learn new technologies quickly and navigate through complex enterprise relationships to deliver ACG’s value proposition
- Project manage the customer journey, leveraging internal and external resources to ensure that our customers hit their training outcomes
- Partner closely with strategic account teams to build growth strategies for enterprise accounts and work with them through renewal and expansion conversations
- Leverage product analytics and create programs to drive product usage, engagement and targeted business outcomes
- Conduct hands-on training of the ACG platform and share methodologies that accelerate customer goals
- Maintain a deep understanding of product offerings and speak with customers about the most relevant features for their specific business needs
- Elicit pain points, forge a deep understand of customers’ goals and continually map towards that achievement
- Be endlessly curious towards “learning all the things,” be it customer-related around their why, their goals, their teams or across anything cloud-related
What you bring to the table
We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.
- Minimum 6 years of experience in a customer success/account management role with 3+ years of experience working with large enterprise customers
- Experience in consulting, education or software-as-a-service
- Experience managing enterprise cloud-based solutions preferred
- Experience managing multiple business units within the same customer
- Strong project management with proven experience in successfully coordinating internally across different teams to deliver value to customers
- Demonstrated ability to navigate complex enterprises, build new relationships and champions at enterprises
- Industry experience and technical understanding related to cloud computing
- Proven ability to positively influence customer’s business challenges and drive key success metrics across enterprises
- An aura of integrity, professionalism, and a passion for delivering an exceptional customer experience
- Great problem solving skills and analytical ability to drive key Customer Success objectives
- Excited by a high growth and fast paced environment
We want the people who care about doing a good job. The ones who have the humility and hunger to learn. - Sam Kroonenburg, Co-Founder and CEO
More than a job
Where you work isn’t just a career decision -- it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work, work better for you.
- 4 weeks PTO, plus 10 sick days, and holidays. Because even when your office is your living room,
- Remotely awesome. Get $500 to level up your home office, monthly snack boxes, free Headspace access, weekly lunch funds, and $50 monthly for internet.
- Human connection. Get to know the Gurus with good times and get-togethers inspired by our values, virtual happy hours, lunchtime trivia, or a socially distanced drive-in movie.
- Gender-neutral paid parental leave. Expanding your family? We offer 12 weeks of gender-neutral paid parental leave, and reimburse up to $10,000 for eligible adoption expenses.
- $1,000 continuing education budget. All Gurus get $250 a quarter to spend on personal development, and 2 hours each week reserved for learning something new.
What’s the interview process like at ACG?
Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.
Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll schedule a Zoom call to meet other members of the team, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.
Keep being awesome, Cloud Gurus.