Sparkcentral is hiring a

Customer Success Manager

San Francisco, United States

Why Join Us?

We all know that excellent customer service keeps customers coming back for more. At Sparkcentral, we really get that, and our small company works with some of the most amazing brands out there, (Uber, Dropbox, Delta Air Lines, Netflix, Jetblue, Discover, Nordstrom, etc.) to help deliver quick and efficient customer engagement.

Sparkcentral has quickly become an industry thought-leader that is changing the way enterprises help and engage customers. Our goal is to inspire and enable amazing customer experiences, and we’re doing this by completely re-imagining what enterprise customer service software should look like.

You would be joining a group of extraordinarily talented people who are dedicated, hardworking, and passionate about customer care.  We work at an incredible pace, but also have fun while doing it.  We want to add you to our team so you can grow with us and bring new ideas to the table. We need you to bring your skills and insight to the table and work with us to help make our product better.  In other words, we hire people who have tremendous drive, organization, and, above all, passion.  Sound like you? Let’s talk.

Why Is This Role Cool?

As a Customer Success Manager for Sparkcentral you will be a primary point of contact for Sparkcentral accounts, focused on customers' successes, strategies, and happiness. You will work with Sparkcentral partners to ensure their teams are meeting and exceeding goals and getting the most out of the solution Sparkcentral offers.You will need to be a product and customer service industry expert. You will provide high-touch service, developing and maintaining relationships to serve as a conduit of communication between partners and Sparkcentral internally. You will also deliver excellent reactive and proactive service/support to all Sparkcentral's partners.

Additionally, you will serve as the voice of the customer, communicating product and service feedback internally. You will also increase customer satisfaction by understanding their specific business needs and recommending useful product additions, workflow changes or expanded usage. You must be a natural inquisitive person, and know the types of questions to ask in order to uncover valuable information.

You will also onboard and train new customers, and provide ongoing training for existing customers. If you have a consulting background, that will definitely be helpful in this role! You will need to be very organized in order to proactively engage clients, and work closely with account base users to verify Sparkcentral agents/users are trained. You (along with the Account Management team) will monitor accounts and adoption of Sparkcentral in order to identify churn risk and work as a team to proactively to eliminate that risk.

You will also collaborate with Engineering and Product teams to communicate technical issues and assist with issue prioritization. You will help forecast retention, renewal and satisfaction status for all assigned accounts and make sure you are creating customer happiness with “surprise and delight” instances. You must serve as an advocate and friend for all Sparkcentral partners, so you must be friendly (and pretty fun) at all times! This is not an easy task, and it takes someone with hard work and dedication!

You’ll Be a Serious Contender If…

You have over 3 years of Customer Success/Support experience. You should have a strong sense of extreme customer advocacy and passion for customer success. You should have experience working with an Enterprise SaaS start-up as well as have an in-depth knowledge of social media and/or customer engagement platforms. You must have experience leading group presentations and/or providing training to groups. You MUST have strong troubleshooting and problem solving skills and excellent written and verbal communication. If you have some knowledge and technical chops, then we would love to have you! And if you are a former Sparkcentral customer or user, then that's a huge plus as well!

Perks

  • Competitive salary + equity + medical/dental/vision benefits
  • Unlimited vacation time
  • 401(k)
  • Tons of drinks and snacks in the office
  • Our fancy espresso machine (aka Optimus Grind) that makes everything from lattes to cappuccinos to irish coffees at the click of a button
  • Catered lunch
  • Powerful Apple products + automatic adjustable desks
  • Convenient office within a 10 minute walk from BART/Muni Underground
  • Option to work remotely when necessary
  • Google apps, Dropbox, Drive, Slack, Mac everything
  • Mini-Mercedes ride
  • Daily Halo, Super Smash Bros, and Mario Kart tourneys

 

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