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Customer Success Manager

Company: ThreeKit
Location: Chicago
Posted on: September 25, 2022

Job Description:

Threekit is changing commerce by creating incredible experience in 3D, Augmented Reality, and Virtual Photography. In the last year eCommerce growth has exploded and buyer expectations have too. We help brands create experiences that wow customers. - Our rapidly growing client roster spans industries and continents- from savvy startups to Fortune 500 enterprises. We also partner with the "who's who" of eCommerce and CRM, including Salesforce, Adobe, SAP, Shopify, BigCommerce, Commercetools and many more. Want to make sure you are betting on success? Our team has decades of experience building and scaling great software companies including BigMachines (Acquired by Oracle), Steelbrick (Acquired by Salesforce) and G2. With over $30M in backing from top-tier VC's (Shasta Ventures, Salesforce Ventures) and strong results -- we are well on our way building an amazing organization. - Threekit is searching for a strategic, highly-motivated individual to join its growing Customer Success team to help clients achieve their goals with our innovative 3D/AR platform. - The Customer Success Manager will be responsible for the success and growth of customer accounts by developing successful relationships that promote retention and loyalty. They will guide our customers through onboarding and project prep, collaborate with them on their visualization goals, and work with our Sales team on identifying expansion opportunities. Job Duties & Responsibilities

  • Onboard new customers effectively. Onboarding includes ensuring that new customers are prepared for their services engagement and confirming they have provided all project requirements prior to project kickoff.
  • Proactively reach out at key points in the customer's journey to ensure they are reaching key milestones. This will typically come in the form of a Quarterly Business Reviews (QBRs) where the CSM, and any other members of the account team, will meet with the customer to measure progress against their goals and identify/address any areas for improvement.
  • Reactively respond to customer requests. This is typically not in the form of technical/product issues (we have a Support team that handles 1st-line questions in this area) but more along the lines of license/account modifications, strategic guidance on the product, and introductions to new stakeholders or lines of business.
  • Collaborate with product and engineering. The eCommerce visualization space is an emerging market and our customers provide extensive feedback. Our CSMs help digest their feedback and funnel it back to the appropriate parties internally so feature requests and new product ideas get incorporated into our roadmap. Additionally, CSMs should stay on top of all new feature releases and build excitement for new or developing functionality, -keeping customers updated on the progress.
  • Ensure renewal for every customer. As with any SaaS business, we try to avoid churn at all costs and our CSMs are on the front lines helping customers get the most out of Threekit so that they love our product and renew every chance that they get!
  • Identify common customer challenges and develop suggestions for product management, implementation, engineering and support teams.Qualifications
    • 3+ years of enterprise experience in Customer Success role (or equivalent)
    • Comfortable with managing multiple expectations across team members and customers
    • Strong organizational skills and project management skills
    • Excellent verbal communication and presentation skills
    • Experience building trust across an enterprise, maintaining strong rapport and long-term relationships
    • Self-motivated, proactive team player with a creative and innovative problem-solving style
    • Experience with Customer Relationship Management (CRM) software such as Salesforce
    • Expertise in customer service practices and understanding of the customer lifecycle
    • Technical aptitude and ability to learn software programsPreferred
      • Proficiency in Google or Microsoft suite
      • Experience working in a startup environment
      • Experience with product configuration software, CPQ software, 3D/AR software, or logic-based configurators
      • Background in business systems/organizations, consulting, augmented reality/3D a plus
      • Bachelor's Degree or equivalent work experience

Keywords: ThreeKit, Chicago , Customer Success Manager, Executive , Chicago, Illinois

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