What are the responsibilities and job description for the Customer Success Manager - Pilots position at Findem?
US (Remote) / San Francisco Bay Area
Customer Success /
Full Time /
Remote
What is Findem:
Findem is HR 2.0. We’re a fast-growth startup with an ambitious vision and the technology to back it up. Our People Intelligence platform uses true AI and machine learning to provide critical solutions for talent acquisition and people analytics functions. With the deep insights that our platform provides, companies can build more engaged and diverse teams, and close their talent gaps faster. We have an amazing opportunity to establish ourselves as leaders in this space, and we need strong advocates to help us achieve that goal.
We’re backed by top-tier investors including Wing Venture Capital – the same firm that backed Snowflake, Cohesity, and Gong. Findem powers businesses across scaling, pre-IPO, and publicly traded companies who trust us to solve their biggest HR and Talent challenges. We have an incredibly skilled and collaborative team that values curiosity, diversity, openness and building great experiences every day for our customers. By joining Findem, you will have the unique opportunity to help define what the future of HR looks like for every business.
Job Description:
Summary: As a Customer Success Manager (CSM) at Findem, you’ll play a pivotal role in shaping the company's strategic trajectory by orchestrating customer-centric operational excellence. Because we're a small startup, you will help shape the growth and operations of the CSM team. In this CSM role, you will be focused on delivering successful outcomes for our short-term pilot customers.
Key Responsibilities:
Pilot Management:
- Create and maintain customer success plans that outline clear goals, milestones, and actions to drive value for the customer during the pilot.
- Collaborate with the Sales, Implementation and Value Consulting teams to manage timelines for implementation, onboarding and value realization.
- Maintain regular cadence with operational contacts and users to understand sentiment and drive adoption.
- Ensure smooth transition of customer to post-sales team once pilot is converted.
Customer Onboarding:
- Guide customers through the onboarding process, helping them set up and configure our software to meet their specific needs.
- Provide training and resources to ensure customers have a smooth and efficient onboarding experience.
Product Expertise:
- Maintain a comprehensive knowledge of our software products, including new features and updates.
- Proactively educate customers on best practices and recommend solutions that align with their business needs.
- Understand the technology competitive landscape and handle customer questions and objections as a Findem product expert
- Support Sales demos to convince Users and Executives that Findem is the best solution that addresses their desired business outcomes.
Customer Advocacy:
- Foster strong relationships with customers, acting as their advocate within the company.
- Gather customer feedback and relay it to the product development team to influence product improvements.
Issue Resolution:
- Collaborate with the support team to resolve customer issues and ensure timely resolution of any technical problems.
Customer Communication:
- Keep customers informed about product updates, maintenance, and any relevant news.
Qualifications:
- 3-5 years experience in measuring and proving the outcomes of tools & systems for Talent Acquisition teams - either internally as a Talent Acquisition Operations, Recruiting Manager or externally as a Talent Acquisition vendor.
- Experience as a Solution Engineer or Solution Consultant is a plus
- Ability to understand a customer’s executive priorities through discovery, research & assumptions
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and a proactive attitude.
- Technical aptitude and the ability to understand software products and solutions.
- Knowledge of CRM software and customer success management tools is a plus.
- Ability to work independently and as part of a cross-functional team.
- Strong organizational skills and attention to detail.
Benefits:
- Competitive salary and performance-based bonuses.
- Health, dental, and vision insurance.401(k) retirement plan.
- Flexible working arrangements.
- Friendly and collaborative work environment.
