At a Glance
- Tasks: Build strong relationships with customers and ensure their success using our innovative SaaS products.
- Company: Join a fast-growing startup focused on transforming talent acquisition.
- Benefits: Competitive salary, flexible work environment, and opportunities for professional growth.
- Other info: Dynamic team culture with a focus on collaboration and continuous learning.
- Why this job: Be the voice of our customers and make a real impact in their hiring strategies.
- Qualifications: 3+ years in customer relationship management, preferably in SaaS.
The predicted salary is between 50000 - 65000 £ per year.
Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations.
You'll serve as an advisor to our customers and take a consultative approach to ensure customers are setup for long-term success as high performing hiring organizations using the Lever product suite.
As a Customer Success Manager on the Customer Advocacy team, you will be our customers biggest champion and make their voice heard in everything we do- the problems we help solve, the solutions we build and the consultation we deliver.
You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever.
We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.
We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customer’s success.
Don’t be mistaken, this is a challenging career path but also highly rewarding.
Are you up for the challenge?
If so, stop reading and start applying.
- 3+ years of customer relationship or account management experience working in software as a service (Saa S)
- Solutions and results-oriented mindset
- Experienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities
- Highly organized with strong project management and time management skills
- Hands-on experience with product training to external customers
- Proven experience delivering value-based communications
- Strong ability to facilitate meetings with customers and users of various levels of seniority
- Empathy for customers
- Experience with opportunity identification for account expansion and revenue growth
- Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers
- Attend Ramp Camp, which is Lever’s week-long version of onboarding where you’ll learn about all aspects of the business with a cross-functional group of new Leveroos 😍
- Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently
- On a regular basis
- Conduct customer check-ins including planning agendas, documenting interactions and tracking various projects.
Also on a regular basis, prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy.
Frequency is dependent upon the specific customer need as well as their preferred service offerings.
- Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
- Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy
- Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in-person visits 🤓
- Identify the current hiring practices and internal business goals of your customer accounts
- Successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)
- Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team
- Teach customers best practices for using the Lever product suite through webinars and targeted training sessions
- Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever products
- Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes
- Take a disciplined approach to the prioritization of your workload and delivering on commitments, in order to build rapport and trust in your customer relationship Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines.
- Partner cross-functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as the constant point of contact in order to deliver a seamless, high-quality customer experience
- Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals
- Transition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal dat
- Utilizing agreed-upon milestones and metrics, you’ll keep customers on course to execute on the success of their plans with Lever.
- Provide feedback for process improvements which improves our abilities to better serve both external and internal customers
- Have the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions to the achievement of these goals
- Identify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externally
- Get involved in hiring and growing the team by helping to interview candidates
- Advocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and services
- Confidently handle high-stakes, time sensitive issues with customers
- Ensure Lever’s success based on the customers specific business case across a 12-month account lifecycle
- Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment
- Help train new Customer Success Managers by participating in team on-boarding sessions
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land EU SaaS Account & Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Salesdemo Jr. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Salesdemo Jr before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace EU SaaS Account & Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Salesdemo Jr:Your cover letter is your chance to shine! Tell us why you want to work at Salesdemo Jr specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Salesdemo Jr!
How to prepare for a job interview at Salesdemo Jr
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
