Customer success management is an exciting new role in many leading companies. We’re looking for a candidate who can learn and grow in this role.
Amazing business results can be achieved with our analytics software tools, but they aren’t “automatic.” As Customer Success Manager, your role is to proactively aid customers and help them actually realize these results. To do this well, you’ll need both customer support and customer advocacy skills.
Our customers are professionals or managers, usually in large companies, who have experience building models in Excel and knowledge of their business domains, but who often need some help creating models that use data mining, Monte Carlo simulation, or (most often) optimization. We can offer them excellent tech support and modeling assistance. But we don’t just wait for them to call us for help.
Customer success management begins either during a free trial, or just after a customer has made a decision to purchase a software license. A CSM takes charge of the “onboarding” process – ensuring that the customer is successful getting started. Then over several months, a CSM proactively follows up with each customer to ensure that they are making progress towards their desired business results.
You’ll be working with customers via phone, email, and web meetings, bringing in specialists in tech support, sales, and training as needed. To help keep track of the “pulse” of many medium to smaller size customers, you’ll use and update our online CSM system (ClientSuccess.com), as well as our online Help desk and email/CRM system. Since our software is offered on a subscription basis, one of your key goals is to see customers renew their annual licenses, which is straightforward when they’re getting business results using our software.
Skills Required or Preferred
A BS or BA degree or higher, which may be in engineering, business or marketing, is expected for this position. You should be positive, a self starter, well organized, good at building relationships with people, and rewarded by helping customers succeed. Prior sales, account management, or customer success management experience is a real plus. Since our products work with both Microsoft Excel and programming languages, you should be quite comfortable using Excel, Word and Outlook, and have some exposure to programming or scripting languages. You can gain experience with data mining, Monte Carlo simulation and/or optimization “on the job” using our resources such as Solver.Academy; of course, any prior experience along these lines is a plus.
This position can be based in either our Incline Village office or our Reno office. It will involve working with other people in several locations, but key tech support staff members you may often draw upon are in the Reno office.
How to Apply
Email your resume and/or questions to firstname.lastname@example.org. Frontline offers very competitive salaries and benefits, including medical insurance and a 401(k) plan funded by the company. This position will include both a base salary and an incentive plan related to customer success and license renewals.