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For Companies At a Glance
- Tasks: Lead client onboarding, manage relationships, and provide exceptional support.
- Company: Join Joveo, a leader in AI-powered recruitment marketing transforming talent attraction.
- Benefits: Enjoy competitive salary, stock options, and a supportive work environment.
- Why this job: Be part of a dynamic startup making a real impact in recruitment.
- Qualifications: BA/BS degree with 4-8 years in account management, preferably in B2B SaaS.
- Other info: Joveo values diversity and inclusivity, fostering a vibrant workplace culture.
The predicted salary is between 36000 - 60000 £ per year.
About Joveo
As the global leader in AI-powered, high-performance recruitment marketing, Joveo is transforming talent attraction and recruitment media buying for the world’s largest employers, staffing firms, RPOs, and media agencies. The Joveo platform enables businesses to attract, source, engage, and hire the best candidates on time and within budget.
Backed by marquee investors like Nexus Ventures Partners, Joveo has been featured in Inc. Magazine’s List of America’s Fastest-Growing Private Companies for three years in a row.
Powering millions of jobs every day, Joveo’s data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.
For more information about Joveo’s award-winning platform, visit www.joveo.com.
About the Job
As a Customer Success Manager, you will be involved in the following activities:
Client Onboarding:
- Lead the onboarding process for new clients, ensuring a smooth transition to our platform.
- Collaborate with the Sales team to gather client requirements and customize solutions.
Relationship Management & Retention Strategies:
- Act as an advisor to build and maintain strong, long-lasting relationships with client stakeholders.
- CSMs are the main point of contact for client inquiries, concerns, and feedback.
- Develop and execute customer retention strategies, including identifying at-risk accounts and implementing strategies to retain them.
Account Growth:
- Identify opportunities for upselling or cross-selling additional services and features to meet clients\’ evolving needs.
- Collaborate with the Sales team to renew and expand client contracts.
Customer Support:
- Provide exceptional customer support, addressing client inquiries and resolving issues promptly and effectively.
- Offer training and guidance to clients on using our platform to maximize their hiring efforts.
Data Analysis and Reporting:
- Monitor and analyze the performance of client campaigns, providing data-driven insights and recommendations for optimization.
- Prepare regular reports on key performance metrics to demonstrate value and ROI to clients.
Product Feedback:
- Conduct UATs to provide feedback to internal teams.
- Gather client feedback and insights to help improve our product offerings and user experience.
- Advocate for client needs within the organization and collaborate with product teams to drive product enhancements.
Customer Success Planning:
- Develop and execute customer success plans tailored to each client\’s unique goals and challenges.
- Set clear objectives and key performance indicators (KPIs) for success.
- Conduct QBRs to discuss campaign performance and present ROI to the clients.
Customer Advocacy & Health Monitoring:
- Identify satisfied customers who can become advocates for Joveo, helping with testimonials, case studies, and referrals.
- Regularly monitor customer health through metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and usage data to proactively address issues.
Cross-functional Collaboration:
- Collaborate with CSEs and other departments, such as Marketing and Sales, to align messaging and strategies for customer success.
- Work with Publishers to optimize client goals.
Competencies that will keep you successful with us
You would be an excellent fit for this role if you possess the following qualifications and attributes:
Problem Solving:
- Effectively resolves complex problems
- Synthesizes data from diverse sources to identify trends
- Uncovers root causes of problems rather than focusing solely on symptoms
- Presents problem analysis and recommended solutions
- Proactively seeks missing information
- Takes action to reconcile discrepancies
Relationship Management:
- Cultivates a supportive work environment
- Collaborates with others in challenging situations
- Consistently improves project artifacts
- Recognized as a reliable partner
Result Oriented:
- Maximizes efficient use of time and resources
- Manages conflicting priorities effectively
- Meets all deadlines
- Ensures service delivery aligns with service level agreements
- Implements plans effectively to achieve business targets
- Establishes processes for progress monitoring
- Applies sound judgment in decision-making
Tenacity:
- Measures progress against targets
- Acknowledges the contributions of others
- Adapts activities and processes based on feedback
- Seeks to understand and overcome obstacles
- Maintains performance despite disappointment or rejection
- Assists others in coping with disappointment and rejection
About you
You’ll be a great fit if you have:
- A BA/BS degree
- Hands-on experience as an Account manager/executive and an ability to deliver excellent customer experience
- Go-getter role and expectation is to largely identify & convert new business in alignment with the Organization’s vision
- Would prefer a candidate with hands-on experience working with B2B and SaaS Product in HR Tech space.
- Work experience of 4-8 years
- Ability to interact with senior stakeholders and build good engagement levels.
- You should have excellent interpersonal, presentation, and communication skills (both written and oral).
- Solid experience in Excel and MS Office, including pivot tables, and chart-making for presentations.
- In addition, you should have organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities in a fast paced environment efficiently to meet deadlines
Competitive Benefits
We’re an exciting and dynamic startup company with a competitive salary, stock options, and comprehensive benefit package. We’ve also got an enthusiastic and supportive work environment and strive to keep our employees healthy, happy and productive.
Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com
Customer Success Manager employer: Joveo
Contact Detail:
Joveo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Joveo's platform and its features. Understanding how their AI-powered recruitment marketing works will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Joveo on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed client relationships in the past. Highlighting your problem-solving skills and ability to retain clients will resonate well with the hiring team.
✨Tip Number 4
Stay updated on trends in the HR Tech space, especially regarding B2B and SaaS products. Being knowledgeable about industry developments will show that you're proactive and ready to contribute to Joveo's success.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, account management, and any specific skills mentioned in the job description. Use keywords from the job posting to align your qualifications with what Joveo is looking for.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of Joveo's platform. Mention specific experiences where you've successfully managed client relationships or improved customer satisfaction.
Showcase Problem-Solving Skills: In your application, provide examples of how you've effectively resolved complex problems in previous roles. Highlight your analytical skills and ability to synthesise data to drive decisions, as these are key competencies for the role.
Highlight Relevant Experience: Emphasise your hands-on experience with B2B and SaaS products, particularly in the HR Tech space. Include any metrics or achievements that demonstrate your success in account growth and customer retention strategies.
How to prepare for a job interview at Joveo
✨Understand the Company and Its Platform
Before your interview, take some time to research Joveo and its AI-powered recruitment marketing platform. Familiarise yourself with their services, recent achievements, and how they stand out in the HR tech space. This knowledge will help you demonstrate your genuine interest in the company and its mission.
✨Prepare for Scenario-Based Questions
As a Customer Success Manager, you'll need to showcase your problem-solving skills and ability to manage client relationships. Prepare for scenario-based questions that assess how you would handle specific client situations, such as onboarding challenges or retention strategies. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Data Analysis Skills
Since the role involves monitoring and analysing client campaign performance, be ready to discuss your experience with data analysis. Highlight any tools you've used, such as Excel, and provide examples of how you've used data to drive decisions or improve client outcomes in previous roles.
✨Demonstrate Your Communication Skills
Effective communication is key in this role, especially when interacting with senior stakeholders. During the interview, focus on articulating your thoughts clearly and confidently. You might also want to prepare a brief presentation or case study to showcase your ability to convey complex information in an engaging manner.