As an Associate Customer Success Manager, you’ll partner with your Principal CSMs to support them in managing the success and net retention of your portfolio of Strategic customers. The portfolio typically consists of one-to-five very large, strategic accounts. The growth and success of the relationship and portfolio will be a shared goal for both you and the Principal CSMs you are supporting. You will combine technology expertise, business acumen and passion for customer success to promote our customers’ and company’s expected outcomes. We are looking for team members who are excited to learn our platform and become fluent in fraud, e-commerce and payments. As a trusted advisor with product and industry knowledge, you’ll be able understand customers’ goals and help them optimize performance. You’ll collaborate internally with your Principal CSMs along with cross-functional teams to provide an outstanding customer experience and drive continuous improvement for Signifyd. This is an incredible opportunity for customer success professionals seeking to build their careers and to deliver results for the largest e-commerce brands in the world.
Responsibilities:
- Partner with your Principal CSMs to ensure the ongoing client satisfaction and retention of a portfolio of assigned Strategic clients
- Manage project plans for key merchant initiatives such as onboarding, product and implementation upgrades; including task management across internal resources assigned to the project
- Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
- Identify, establish, and strengthen relationships with current and potential team members within your accounts
- Develop collateral and conduct weekly performance reviews with client teams
- Ensure swift resolution of account issues by using resources from cross-functional teams, as needed
- Take ownership of recurring tasks necessary to support the relationship with your enterprise accounts; including billing, reporting and other client specific items
- Account for merchant supporting tasks in aggregate, help prepare meeting agendas and track meeting deliverables. Continuously consider next steps to drive for resolution and help manage completion of those steps, including cross-functionally
- Embody Signifyd values and serve as a role model for other team members
- Maintain recurring tasks and responsibilities to support key strategic account requirements
- Partner with your Principal CSMs to identify and drive account expansion opportunities
- Ability to travel 15%+
Requirements for position:
- 1+ years of Customer Success Management or Account Management; technology background preferred
- An analytical and metrics-driven work style
- Excellent communication and presentation skills
- Strong project management experience
- Ability to analyze complex situations and develop associated action plans and drive teams to achieve goals
- Customer management experience within complex accounts
- Ability to generate and manipulate data for presentations (Microsoft Excel, Looker, etc.)
- Motivated, resourceful, detail-oriented, and highly organized
- Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
- Background in e-commerce, fraud or payments industries is a plus
In the first 30 days:
- You will complete basic level trainings
- Shadow all assigned customer calls and effectively track issues and commitments
- Demonstrate proficiency in cross-functional communication and task management, including knowledge of respective teams task tracking systems
In the first 60 days:
- You will complete second/advanced level trainings
- On client calls, you will consistently participate in dialogue and make trusted advisor contributions
- In addition to tracking cross-functional issues/tasks, you will add value by recognizing or recommending qualitative or operational improvements within your CS team and cross-functionally
By 90 days:
- You will begin contributing to client relationships by recognizing opportunities and risks and collaborating with your CS team to leverage or mitigate
- While we don’t expect you to be fluent in all-things Signifyd, you will demonstrate mastery in where/from whom to get 90% of the answers you need
- Complete research, investigation and analysis into business, fraud and other operational topics
- Lead internal cross-functional meetings discussing and resolving client issues
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Benefits in our US offices:
- Discretionary Time Off Policy (Unlimited!)
- 401K Match
- Stock Options
- Annual Performance Bonus or Commissions
- Paid Parental Leave (12 weeks)
- On-Demand Therapy for all employees & their dependents
- Dedicated learning budget through Learnerbly
- Health Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Account (FSA)
- Short Term and Long Term Disability Insurance
- Life Insurance
- Company Social Events
- Signifyd Swag
We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
Signifyd provides a base salary, bonus, equity and benefits to all its employees. Our posted job may span more than one career level, and offered level and salary will be determined by the applicant’s specific experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.
USA Base Salary Pay Range
$70,000—$85,000 USD
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