Customer Success Manager

 
 The Role:

11:11 is looking for an experienced Customer Success Manager to join our fast-paced, growing organization! This person will adopt and maintain customer experience programs and ongoing efforts company-wide. Customer experience and success management programs include: customer research and analytics, customer relationship management, customer success, and customer service. This role will work cross-functionally across the organization, collaborating with Marketing, Finance, Cloud Services, Cloud Support, Product Management, and Sales Leadership to improve the overall customer experience. This is a full-time remote position reporting to the Manager, Customer Success Team.  

Responsibilities:

• Manage the success of any assigned customers
• Understand the company’s vision and goals for customer success and their respective contributions
• Maintain the company’s customer success strategy
• Coordinate with the team and other departments throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance, and customer touchpoints
• Track customer data, including information from all systems to track customer lifetime interactions
• Coordinate multi-department customer analytics programs
• Provide effective communications that inform the team about customer experience realities, expectations, improvements and innovation techniques, and engagement opportunities
• Continually improve processes, programs, and individual customer service skill set to improve the customer’s valuation of the company and to align with the customers’ needs
• Collaborate with other teams on products, support, service delivery, and account management to improve customer experience
• All other duties assigned

  Qualifications:

The following skills represent the minimum requirements to be considered for this position: 

• Bachelor’s degree in Business Administration, Computer Science, Information Systems, related field, or equivalent experience
• Three years of Customer Success or Account Management experience
• Strong communication and interpersonal skills
• Excitement about working with multi-disciplined departments to accomplish common business and customer goals
• Customer-centric and team-centric mindset
• Ability to manage multiple projects, activities, and tasks simultaneously
• Ability to develop and manage client portfolios
• Sustain business growth and profitability by maximizing value

The following skills represent additional proficiencies preferred to be successful in this position: 

• Ability to create a shared vision, inspire collaboration, and drive change with momentum
• Extensive background in customer research and analytics techniques, customer strategy, and process improvement
• Ability to navigate change with a leadership mindset 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Compensation and Benefits at 11:11 Systems

The base salary for this role ranges from $ 43,000 to $ 63,000. 
 
 These ranges are informed by market data, internal equity, and qualifications required by job level. Actual pay is based on multiple factors, including skills, experience, certifications, and location. 
 
 Individuals may also be eligible for variable incentives such as bonuses or sales commissions, which are also based on level and position within the organization. Additional company-sponsored benefits include, but are not limited to:

• Comprehensive healthcare plan options
• Retirement plan with company match
• Life, other supplemental insurances
• Paid time off and company holidays
• New Parent Leave
• Wellness programs