Customer Success Manager
About Burning Glass
Burning Glass Technologies is a leading labor market analytics provider whose SaaS solutions play a growing role in closing the skills gap and informing educational needs for the workforce. We provide researchers, policy makers, educators, and employers with detailed real-time awareness into labor-market demand. Burning Glass proudly serves a client base that spans six continents, including education institutions, government workforce agencies, academic research centers, global recruitment and staffing agencies, major employers, and leading job boards.
About the Position
We are looking for someone passionate about engaging our customers (retention) and expanding their use cases (up/cross). You should have impeccable relational skills and can create win/win environments for all parties that you work with. If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!
Duties and Responsibilities:
- Own overall relationship with assigned clients, which include: Increasing adoption, ensuring retention, and satisfaction.
- Establish a trusted/strategic adviser relationship with each assigned client and drive continued value of our products and services.
- Develop, prepare, and nurture customers for advocacy.
- Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
- Work to identify and/or develop up sell opportunities.
- Advocate customer needs/issues cross-departmentally.
- Program manage account escalations.
- Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
- Proven ability to drive continuous value of our product(s).
- Familiarity working with clients in [insert sector].
- Impeccable written and verbal communication skills.
- Detail oriented and analytical.
- Strong team player but still a self-starter.
- Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- 3+ years of relevant experience.
- Experience with Salesforce
- Proficient in Office software..
- Prior experience in closing sales deals
- Prior experience with APIs
- You’re driven: No one needs to push you to excel; it’s just who you are.
- Eager to learn, adapt and perfect your work; you seek out help and put it to good use.
- You want to help and serve our customers: They win, so you win.
To apply, send your resume and cover letter to firstname.lastname@example.org. Applications without a cover letter will not be considered.