Customer Success Manager - Hi-tech
Job Summary
Job Description
As a Customer Success Manager at Insider, you will be responsible for managing relationships with our partners, ensuring their satisfaction with our technology. You will monitor partner activity, provide insights and solutions, and liaise with internal teams to improve outcomes. You will also design chatbots to meet partner needs and goals, prioritize and resolve escalated issues, and act as a liaison between product management and partners. You will create documentation for our Knowledge Management System and contribute to a stellar customer experience.
Must have:
- Bachelor's degree
- 4+ years of experience in customer-oriented positions
- Strong communication skills (oral and written)
- Collaborative and relationship-building skills
- Self-motivated and tech-savvy
- Project and time management skills
- Attention to detail
- Ability to analyze chatbot data
- Native Turkish speaker
- Advanced English skills
Good to have:
- Prior experience in SaaS
- Experience at the executive level
- Background in copywriting
- Understanding of chatbots
7 skills required
Job Details
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform. We’ve unlocked unicorn status following our Series D round We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, Avon, CNN, and the list goes on.
Having recently unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M USD in CARR (Committed Annual Recurring Revenue). Insider was named a leader in the The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and eCommerce Personalization.
When our team founded Insider, they not only sought to create a product company, but to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100projects shecodes, sheleads and shemarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
First things first: What is this role about?:
- handles overall responsibility for managing our relationship with our partners
- monitors, facilitates and consults the partner during the adoption process of our technology
- establishes a trusted adviser relationship that works to ensure our partner’s full satisfaction with our technology
- proactively monitors our partner’s activity and provides on-time and around-the-clock insights and solutions to the partner
- liaises with our internal teams to improve our partner’s outcome and the performance of our technology
- designs chatbots to help our partners meet their needs and goals
- prioritizes and drives the resolution of escalated partners’ issues
- acts as a liaison between our product management and the partner, focusing on communicating the workday roadmap and how the roadmap will influence customer activities.
- creating documentation to guide our customers through our Knowledge Management System
- you'll be the force and the mind behind an outstanding customer experience
What we expect from you:
- a bachelor’s degree
- have minimum 4 years of experience in customer-oriented positions, prior experience in SaaS would be a plus
- can show us that “you’ve got what it takes” to collaborate and build visionary solid relationships with customers, especially at the executive level. Aka, your sharp business acumen
- have solid oral and written communication abilities, positive and energetic presentation skills and exquisite listening skills. Alas, we’ve got clients all over the world!
- are a self-motivated and savvy tech bug, always in search of new solutions and ideas to improve our relationship with our clients
- go-getter and self-starter attitude with a track record in taking initiative and owning end-to-end deliverables in a fast-paced environment
- to juggle multiple tasks at the same time with the superior project and time management skills. And a keen eye for detail!
- ability to analyze and interpret chatbot data to run retrospectives and evaluations to continually assess and identify areas for improvement
- cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance
- have the ability and flexibility to work in a fast-paced startup environment
- native Turkish speaker with an advanced level of English skills
- background in copywriting would be a huge plus.
- having a solid understanding of chatbots is not necessary but would definitely be a plus!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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