Customer Success Manager at TrustRadius

| Austin
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TrustRadius is the customer voice and insights platform that helps tech buyers make great decisions, and helps the technology vendors acquire and retain customers. 

TrustRadius is growing quickly and the Customer Success team is leading the way. We are looking for high-achieving professionals with marketing savvy and prior experience in Customer Success or an equivalent history of increasing customer satisfaction, adoption, and retention.

Strong candidates will have excellent customer management skills and the ability to quickly become a trusted advisor to B2B tech leaders. 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 range from strategic insights to 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 include:

  • Relationship Management. Own overall relationship with your clients (B2B tech vendors) and expand across key leadership roles across the organization over time to increase adoption, ensure retention, and drive satisfaction.
  • Outcomes Ownership. Work with your clients to establish critical goals and metrics for success around sourcing and harnessing user reviews as part of authentic voice of the customer programs. Then lead ongoing engagements to achieve these goals. 
  • 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 help evolve it.
  • Account escalation. Programmatically, proactively, and thoughtfully manage account escalations 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 your 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.
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    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

    What’s the vibe like in the office?

    As we grow it’s important that everyone feels welcomed at TrustRadius. I make it a point to meet and greet every new person that joins TrustRadius and I try to find out something interesting about them. But it doesn’t stop there, I make it a point to engage with people from different parts of the organization on a regular basis.

    Merrell

    Customer Success Manager

    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, Pickling and Baseball. It's a great way to learn more about your team and relax on a Friday afternoon.

    Katie

    Office Operations 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
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Team workouts
    TrustRadius has a running club that recently completed the Cap10K.
    Retirement & Stock Options Benefits
    401(K)
    Company Equity
    Performance Bonus
    Child Care & Parental Leave Benefits
    Generous Parental Leave
    Flexible Work Schedule
    TrustRadius provides employees with a flexible work schedule that includes Flexible start and end times.
    Remote Work Program
    Family Medical Leave
    Return-to-work program post parental leave
    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.
    Happy Hours
    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.
    Promote from within
    Continuing Education stipend
    Apply now
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