Transforming the Way Creative People Work

Customer Success Manager

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 51-200Since 2005H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

62 days ago

Salary

$55K - $65K / year

2 yrs expEnglish

Job Description

• Impact PhotoShelter by solving our customers’ basic and strategic challenges through onboarding and continued guidance. • Be responsible for understanding our customers’ needs and supporting the elevation of their visual asset workflows. • Deeply understand our Photographers and Brands products, how they work, and the multitude of ways our clients (professional photographers, graphic designers, & other artists) use the system. • Be a customer advocate and trusted advisor. • Communicate best practices to all customers and expedite successful outcomes. • Understand, manage, and document customer health. • Monitor usage and adoption. • Build references and case studies. • Help generate incremental account revenue from clients by upselling add-ons and identifying account expansion opportunities. • Drive high response rate for NPS, utilizing data for customer experience improvement. • Use Salesforce to execute and keep track of client interactions. • Support migration for clients moving from their current system to PhotoShelter. • Identify and communicate customer feedback to inform future product improvements. • Take on and manage specific projects as delegated by manager.

Job Requirements

2-3+ years of experience managing mid-market to enterprise level customers leveraging a true SaaS solution.
A strong interest/understanding of digital photo technologies, software and workflows.
To be highly organized and detail oriented, but able to move fast.
To be customer-focused and a personable relationship builder.
A focus on impact and demonstrated success exceeding goals.
Experience in a client facing role with excellent customer service and problem-solving skills.
Excellent interpersonal skills and ability to write/speak professionally and succinctly.
The ability to listen, exhibit patience, and eloquently communicate difficult answers.
The ability to work in a fast paced, dynamic, small company environment.
Nice, but not required: Experience with and PASSION for Photography.
Familiarity with Zendesk, Salesforce and Zuora.
A history or experience with PhotoShelter.

Benefits

The ability to grow within a scaling team and develop rich experience in customer services/success/support change management & best practices.
An inspired environment. Inc. Magazine named PhotoShelter one of the fastest growing companies in the US and we’ve been awarded one of the Best Places To Work in NYC by InternetWeek with special recognition for our employee happiness scores.
Visual Media industry expertise through exposure to amazing photographers and videographers and new trends in the industry.
Benefits. We offer the usual good stuff. Competitive annual salary, 401(k) with company match, insurance coverage (medical, dental and vision, life), generous PTO, and commuter benefits.