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Associate Customer Success Manager
Posted on 12/16/2022
INACTIVE
Locations
Remote
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Analysis
Management
Sales
Segment
Lever (ATS)
Requirements
  • 3+ years CSM, sales, account management or customer relationship experience working in software as a service (SaaS)Candidate is experienced in customer-facing roles; renewal & revenue generation (sales) execution; identifying churn signals; identifying expansion opportunities; strong discovery, negotiation, objection handling skills; presenting and selling across C-suite level decision makers; providing value-based solutions
  • Quota carrying background with a track record of overachievement Experience managing a high-volume account portfolio (200+ accounts/ year)
  • Comfort in facilitating meetings with customer stakeholders of various levels of professional seniority
  • Ability to accurately forecast renewal pricing, timing, and risks in real time
  • Operate with a high degree of autonomy. You are the CEO of your book of business Highly organized with strong project management skills and diligent attention to detail
  • Resourceful and solutions-oriented mindset
  • Team player who takes initiative to improve the way our team operates
  • Comfort in ambiguity and history of thriving in a rapidly changing environment
  • Highly developed sense of customer, teammate, and cross-functional empathy
  • Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision and team and gain an understanding about how your role fits into Lever's broader organization
  • Learn Lever's customer sales process including go-to-market messaging, key differentiators, and segment-specific value propositions
  • Learn how to best work with our cross-functional teams and bring together different skill sets in support of a common customer goal
  • Convey the value proposition for Lever products, technical support, and other services
  • Effectively use the software and sources of information CSMs use regularly to work with customers
  • Understand the escalation path to appropriately handle support issues and customer concerns
  • Within 6 weeks, successfully complete certification for the following areas: Product, Visual Insights Reporting, and
  • Advanced Analytics Reporting
  • After the successful completion of the various certifications, have the confidence to advise, influence, and help customers with the adoption of best practices recommendations that align Lever's products and solutions with the achievement of their unique recruitment and hiring goals
  • Present and deliver a unique starter project to the entire CXS Department that will enable you to learn more about your cross functional team members as well as solve a real business problem Lever faces
  • Lead pricing strategy and negotiations for ~75 renewals each quarter
  • Identify the current hiring practices and internal business goals of your customer accounts
  • Own your quota by consistently achieving your logo retention & net-retention targets
  • Use all customer conversations, available tools, and data sources to research important details about existing customers (companies' latest venture capital funding, hiring goals, stakeholders, adoption and success metrics/criteria, etc.)
  • Effectively communicate the product roadmap and new product releases to customers
  • Understand the contractual language of all your customers and where we need to “shore up” existing contracts to ensure ongoing success for Lever
  • Learn to perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
  • 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
  • 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 the New Business Sales, Implementation, Support, and Professional Services functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as their consistent 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
  • Execute customer renewal cycles between 120-60 days prior to the accounts respective subscription end date
Lever

201-500 employees

Talent acquisition suite platform
Company Overview
Lever's mission is to connect human potential to meaningful work. The company has the only platform that provides all talent acquisition leaders with complete ATS and robust CRM capabilities in one product, LeverTRM.
Benefits
  • Health, vision, &
  • dental insurance
  • Flexible time-off
  • Personal development stipend
  • Personal environment allowance
Company Core Values
  • Understand the why
  • Raise the bar
  • Don't trust comfortable
  • Choose reality
  • Support cross-functional empathy