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Customer Success Manager

Company: Validity
Location: Broomfield
Posted on: April 6, 2021

Job Description:

The Customer Success Manager is responsible for creating and nurturing relationships with a set of customers and for ensuring those customers achieve their goal outcomes.-- Team Dynamic The Customer Success Manager will be an individual who is comfortable owning their responsibilities but also comfortable collaborating with a team and providing assistance and feedback when needed. This individual should be someone who is a team player who can work well with others with a "get the job done" mentality. Position Duties and Responsibilities

  • Coordinate internal support from various teams to deliver for the customer.
  • Onboard customers successfully post-sale, and work with recently-closed accounts during the rollout process.
  • Ensure stickiness--by ensuring the product is used to its fullest capacity and new use cases are identified.--
  • Gather requirements for additional use cases to tailor the application to evolving customer needs.--
  • Technical assistance for installing files and apps in customer orgs.
  • Develop strong customer relationships and run case study interviews.
  • Understand and demo new product releases/features to customers.
  • Be an advocate for our top customer requests to our product team.--
  • Work closely with Sales, Support, Marketing, Product, and Executive teams as the internal champion for the customer.--
  • Collaborate closely with an internal Support and Sales team to provide a world-class client experience.
  • Work with clients to understand their organizational structure, business model, and email goals to effectively use the Validity tools and solutions to reach their overall goals.
  • Be responsible for technical account planning and ongoing technical management of specific account issues.
  • Establish or maintain close, productive relationships with key customers.
  • Develop those customers to produce zero net churn renewals and net business growth through identifying upsell and cross-sell opportunities which you will coordinate with the Sales team.
  • Provide customers with metrics to--showcase--value--over time.
  • Work with product and executives to participate in strategic conversations with key customers and translate outcomes into action plans. Required Experience, Skills, and Education
    • 3-5 years in a Client Service role leading large accounts and forming strong client relationships while demonstrating analytical and problem-solving skills.
    • Fully understand Salesforce use cases and business use cases.
    • Sales acumen to work closely with account executives to support upsell efforts.
    • Excellent communication skills and presentation skills.--
    • Deep understanding of Salesforce business problems.
    • Ability to build a strong product vision in customer's minds to solve Salesforce business problems.
    • Ability to conduct business analysis and ask questions that reveal answers on how to adapt offerings to meet customer needs
    • Be self-motivated and success-driven.
    • Ability to quickly build rapport and build strong and productive working relationships.
    • Project management experience to manage post-sale implementations, create and execute post-sale meeting cadence with customers to monitor rollout success, help set customer expectations, report on issues, and help mitigate risks in implementations.--
    • Thrive in a fast-paced environment.-- Preferred Experience, Skills, and Education
      • Bachelor's degree or equivalent years of relevant experience.
      • Experience with--Salesforce security model a plus.
      • Experience with MS Dynamics a plus.
      • Medical
      • Vision
      • Paid Holidays
      • Unlimited PTO Pay Range: $70,000 - 80,000--base, plus up to 20% bonus opportunity, and stock options. Final salary may vary depending on skills, location, and/or experience. About Validity For over 20 years, tens of thousands of organizations across the world have relied on Validity solutions to target, contact, engage, and retain customers - using trustworthy data as a key advantage. Validity's flagship products - DemandTools , BriteVerify , Return Path , Trust Assessments , and GridBuddy - are all highly rated, #1 solutions for sales and marketing professionals. These solutions deliver smarter email campaigns, more qualified leads, more productive sales, and ultimately faster growth. Validity is a truly unique company - massive revenue growth, top-tier investors, 5-star product ratings, proven ability to acquire and integrate top tech companies and welcome them into the Validity family, winning culture, and a work environment that fosters hard work, trust, and fun. Headquartered in Boston, Validity has offices in Tampa, Denver, Indianapolis, London, and Sydney. For more information, visit connect with us on LinkedIn , Instagram, and Twitter . _____________________________________________________________________________ Validity is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. Who referred you to this position? Enter their first and last name here. This is an office-based position with our office located in Broomfield. Can you work daily in this location when business operations return to normal?* Please let us know what base salary and total earnings comp packages would make sense for you at this point of your career.* How soon would you be able to start with our company if you were chosen for the role?* Will you now or in the future require sponsorship for employment visa status?* Yes No Do you currently have the legal right to work in the United States?* Yes No The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more . Invitation for Job Applicants to Self-Identify as a U.S. Veteran
        • A "disabled veteran" is one of the following:
          • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
          • a person who was discharged or released from active duty because of a service-connected disability.
          • A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
          • An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
          • An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
            I AM NOT A PROTECTED VETERAN
            I DON'T WISH TO ANSWER Voluntary Self-Identification of Disability Voluntary Self-Identification of Disability Form CC-305
            OMB Control Number 1250-0005
            Expires 5/31/2023 Why are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
            • Autism
            • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
            • Blind or low vision
            • Cancer
            • Cardiovascular or heart disease
            • Celiac disease
            • Cerebral palsy
            • Deaf or hard of hearing
            • Depression or anxiety
            • Diabetes
            • Epilepsy
            • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
            • Missing limbs or partially missing limbs
            • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
            • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Please check one of the boxes below: YES, I HAVE A DISABILITY, OR HAVE A HISTORY/RECORD OF HAVING A DISABILITY NO, I DON'T HAVE A DISABILITY, OR A HISTORY/RECORD OF HAVING A DISABILITY I DON'T WISH TO ANSWER PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete. Your Name Today's Date I consent to be contacted over SMS/Text for this job.

Keywords: Validity, Broomfield , Customer Success Manager, Executive , Broomfield, Colorado

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