Indicative is hiring a

Sr. Customer Success Associate/ Customer Success Manager

Los Angeles, United States

About Indicative

Indicative is focused on making analytics easy for businesses by building simple, yet incredibly powerful tools. The Company is led by a successful management team with a proven track record that includes multiple exits to Fortune 500 companies.

Please include a cover letter that details experiences relevant to the role, communicates notable accomplishments and explains why you want to join Indicative in your application.


Responsibilities

We are looking for a Customer Success Manager to work in our LA office who is passionate about helping customers solve problems and unlock business value through the Indicative platform. The role will manage the strategic engagement across all Pro and Enterprise clients, as well as be a key contributor to product development via customer feedback. Additionally, the role will also support Business Development team on new client sales and onboarding activities.

We are looking for a rock star CSM who could grow into being the functional lead. The ideal candidate has a customer-centric mindset who isn’t shy about jumping on the phone to talk to a customer. Strong client facing demeanor, positive proactive attitude, keen analytical mindset and attention to detail are a must. Most importantly, the CSM must be deeply committed to solving our customers’ problems and growing within the role.

The Indicative Customer Success team onboards, advises and guides a wide variety of customers across various industries. Our goal is to enable and empower our clients to be data savvy, and most importantly, drive business value through adoption and usage of Indicative. Each CS team member is expected to become an Indicative expert, and is encouraged to delight our customers on a daily basis. Data is hard. Our job is to help make performing data analysis feel easy, accessible, and approachable.

Responsibilities will include:

  • Client Management
    • Proactively manage a portfolio of clients spanning across industries and verticals
    • Develop and built strong relationships with point of contacts, stakeholders, and executive sponsors, with a keen sense of interpersonal relationships and organization structure within each client’s organization
    • Taking initiative to understand client businesses, use cases, and act as an extension of client’s teams in solving their analytical needs with indicative, conducting ad hoc analysis on client’s behalf as needed
    • Provide hands on guidance within the tool to help solve customer uses cases, including developing ad-hoc analyses within the tool
    • Manage bi-weekly or monthly client calls; proactively follow up with status updates, next steps across various customer requests and releases
  • Customer Support
    • Manage a support associate to successfully act as first line of support for customers in a high-touch SaaS environment; triage support inquiries through various support channels, including email and live-chat, and escalate as appropriate
    • Develop training collateral like webinars, tutorial videos and user guides
  • Internal Operations Management
    • Owner of the Self-Help Knowledge Base and the Indicative Academy: proactively improve existing self-help documentation, add new releases, training, and relevant documentation as needed
    • Continuously experiment and innovate on training formats that is most effective in helping various clients come up the Indicative learning curve
    • Lead the charge in developing and conducting training collateral, whether it be webinars, tutorial videos, user guides or in person training
  • Cross Functional Team Collaboration
    • Collaborate with marketing to develop case studies and retention email communications
    • Partner closely w/ engineering to provide customer feedback on features, bugs, and new release prioritization. Be the voice of customers and advocate for their needs
    • Identify areas for improvement in our current sales, onboarding, and support processes, proactively offer recommendations on ways we can improve overall customer experience
  • Proactively manage a portfolio of clients spanning across industries and verticals
  • Develop and built strong relationships with point of contacts, stakeholders, and executive sponsors, with a keen sense of interpersonal relationships and organization structure within each client’s organization
  • Taking initiative to understand client businesses, use cases, and act as an extension of client’s teams in solving their analytical needs with indicative, conducting ad hoc analysis on client’s behalf as needed
  • Provide hands on guidance within the tool to help solve customer uses cases, including developing ad-hoc analyses within the tool
  • Manage bi-weekly or monthly client calls; proactively follow up with status updates, next steps across various customer requests and releases
  • Manage a support associate to successfully act as first line of support for customers in a high-touch SaaS environment; triage support inquiries through various support channels, including email and live-chat, and escalate as appropriate
  • Develop training collateral like webinars, tutorial videos and user guides
  • Owner of the Self-Help Knowledge Base and the Indicative Academy: proactively improve existing self-help documentation, add new releases, training, and relevant documentation as needed
  • Continuously experiment and innovate on training formats that is most effective in helping various clients come up the Indicative learning curve
  • Lead the charge in developing and conducting training collateral, whether it be webinars, tutorial videos, user guides or in person training
  • Collaborate with marketing to develop case studies and retention email communications
  • Partner closely w/ engineering to provide customer feedback on features, bugs, and new release prioritization. Be the voice of customers and advocate for their needs
  • Identify areas for improvement in our current sales, onboarding, and support processes, proactively offer recommendations on ways we can improve overall customer experience

Requirements

  • BA/BS degree, 1-3 years experience related to SaaS, technology, consulting, software related customer service
  • Natural aptitude to adopt new software quickly and a curious mindset are critical for success in this role.
  • Well developed interpersonal skills, including a friendly and empathetic disposition
  • Extraordinary oral and written communication skills
  • Strong analytical ethos with a knack for creative problem solving
  • Ability to distill complex problems into digestible and approachable layman’s terms
  • Meticulous attention to detail and excellent follow through
  • Ability to prioritize and manage your own workload
  • Familiarity with how websites, web applications, and databases work
  • Self-motivated and resourceful about solving customer challenges
  • Ability to multitask and work efficiently in high pressure, time sensitive situations
  • Preferred Qualifications
    • Experience working with any web analytics package (ex. Google Analytics, Mixpanel)
    • Experience at a B2B SaaS company or in technology consulting
  • Experience working with any web analytics package (ex. Google Analytics, Mixpanel)
  • Experience at a B2B SaaS company or in technology consulting

Benefits

We are always growing, learning, and adapting, in and out of the office. You’ll be joining a team that is crazy smart and very direct. We ask the hard questions and challenge each other to improve our work. We are self-driven but team-oriented. We're dedicated to agile methodology and big believers in 'lean' development.

  • WeWork benefits
  • Awesome team culture: No politics, little formal hierarchy, and one that values independence and autonomy
  • Weekly team lunches
  • Friendly and intelligent co-workers who are the BEST in their respective fields
  • A successful management team that has experience in building and selling profitable businesses

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