What are the responsibilities and job description for the Customer Success Manager - Enterprise M/F/X position at Key Talent Indicator?

The Wise Seeker is the leading HR technology company in unbiased talent evaluation.

With over 15 years in the industry analyzing the needs and demands of the job market, we are capable of identifying the best talent for each company thanks to our team of professionals and our SaaS platform integrated with Artificial Intelligence.

We are efficient, evaluate talent objectively without bias, and close hiring times in record time, delivering optimal results.

RESPONSIBILITIES

Our customer success team advises and guides our platform users ensuring they onboard to Reveal successfully, adopt the product and continue to see value with their partners across the wider ecosystem. Customer success supports our premium and paid customers throughout their life cycle from on boarding, adoption, advocacy and renewal.

Your main responsibilities will be :

Develop a deep understanding of our customers’ partner ecosystems , and the benefit that partnering on Crossbeam creates.
Establish strong relationships with leaders to ensure successful integration of the Crossbeam platform into the customer’s partner and sales strategy and tools.
Expand our footprint within customer organizations to identify new use cases and increased adoption of Crossbeam.
Strategize with Crossbeam’s sales team to ensure optimal customer experience and effective execution of customer outcomes.
Develop customer-facing Success Plans that outline customer’s objectives and goals for their partner program and strategies for achieving them.
Onboard customers to help them deploy and gain value by driving their full adoption and utilization of Crossbeam.
Understand the customer journey , and key points that lead to value and use that knowledge to coach and educate customers on best practices for successful use of Crossbeam.
Be an excellent team player : Develop and document customer success best practices with team members to continually improve the effectiveness of our processes.
Internal power user of the Crossbeam product, and stay on top of the product road map and new features as they’re released.
Troubleshoot and, when needed, partner with the product and engineering to solve customers’ technical issues and bugs.
Provide ongoing feedback to the product team to help inform the product road map.

REPORTING LINE

This job will report to Director of Customer Success - Antoine Roubaud.

SOME OF YOUR TRAITS

You have customer success experience at a fast-paced, high-growth international SaaS company.

You think and move a bit faster than those around you. You’re eager to take on a big opportunity and prove yourself through hard work and creativity.

You’re excited to learn the ins and outs of Crossbeam and ensure that our customers are thrilled with their experience.

You pride yourself on building customer relationships and would be described by customers as their trusted advisor.

You’re excited about the day-to-day work of helping customers resolve issues and find solutions.

You are able to think on your feet when faced with difficult challenges to ensure the best customer experience.

You are an excellent written and verbal communicator.

YOUR BACKGROUND

You will currently be a customer success manager at a SaaS company with at least 5 years experience

You will be a data driven individual, experienced in reporting on your own metrics and a solid understanding of the key KPIs that can and should be reported on to drive success

INTERVIEW PROCESS

We go through the same interview steps for all CSM candidates to ensure equity in our hiring process. Our process is designed to learn as much about each candidate as possible, as well as to give candidates access to our team and learn about what it's like to be a team member at Crossbeam. Topics will range from technical skills to problem-solving approaches and collaboration

Crossbeam in-house recruiter (30 minutes)

Director of Customer Success (30 minutes)

Take-home project to put you in the shoes of a ENT CSM here at Crossbeam (7 days max to do it)

Final Interview with :

Director of Customer Success (45 minutes)

Current CSM(s) (45 minutes)

Chief Revenue Officer (45 minutes)

BENEFITS

This is a salaried

role variable. In addition, Crossbeam offers :

Health Care Plan (Medical, Dental & Vision)

Flexible PTO Policy

Parental leave

Stock Option Plan

401k Plan Match

Learning & Development Budget

Remote Work Options

Generous Wellness Stipend

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Customer Success Manager - Enterprise M/F/X

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