Customer Success Manager Level 2

Job Objectives | tasks and functions CSMs must accomplish to effectively perform their role

• Drive Value Realization
  • Proactively engages customers to ensure they gain maximum value from Jobvite solutions.
  • Drives customer engagement through adoption workshops, best practices discussions, webinars, thought leadership, etc.
• Builds Account Relationships
  • Develops trusting and deep relationships with multiple stakeholders, by establishing regular cadence of interactions (e.g., email, regular calls, Business Reviews, etc.); maintains log of interactions.
  • Is voice of customer within Jobvite; understands competitive threats and utilizes proper escalation channels to help customers during times of need.
  • Improves customer satisfaction over baseline as defined by Net Promoter metrics and generates maximum number of reference customers.
  • Reports on health, propensity to renew, identifies risk and opportunities.
  • Has keen understanding of customer’s business: what they do, key business goals and drivers, industry dynamics, and maps Jobvite solutions and solution features to help drive customer’s realization of business outcomes.
• Manages Reference-ability
  • Drives customer references; pushes for reference stories across accounts.
  • Establishes success metrics via customer collaboration and buy-in and documents in Executive Summary reports, leveraging metrics to prove out value of Jobvite solutions over time, leading to customer success story and reference-ability.
  • Tracks and addresses reference blockers for each account.
• Effective Communication Management
  • Knows how to get things done through formal and informal channels.
  • Engages client early to understand big picture, proactively positions value and assists with Relationship Management.
  • Promotes customer community by driving participation in customer events (Webinars, Storytelling, Reference Program, etc.)
  • Takes proactive approach to customer relationship.
• Upsell/Cross-sell 
  • Identifies additional license upsell potential for Client Sales team.
  • Identifies cross-sell potential for Client Sales team, to help expand customer’s footprint of Jobvite products.

Day in the Life of a CSM:
As a CSM at Jobvite, you have a key role when it comes to customer success! You’ll engage with the customer after the sale, monitor the progress of go-lives and establish the governance model to help customers accelerate their usage of the Jobvite solutions.  You’re a master facilitator in orchestrating customer asks, needs and wants into actionable programs. You’ll be meeting with customers as an active listener to uncover needs and gain a deep understanding of their business, while sharing your industry and product knowledge to inspire their adoption of our solutions. As a key contributor on the Jobvite team, you’ll collaborate with internal resources to drive the overall success of Jobvite.