SightCall is the leading global cloud platform transforming industries with live video. In a connected mobile-first world, businesses leveraging SightCall have the ability to see what their customers see and guide them remotely in real-time. Our solution provides a complete set of API’s, SDK’s, and out-of-the-box apps that enhance enterprise processes for organizations such as Airbus, Allianz, BOSCH, Toyota, and Polaris. As a global business, SightCall’s offices span across San Francisco (HQ), New York, Paris, Singapore, Frankford, and London. Although we’re a growing company, we continue to cherish the start-up culture with a hands-on approach ensuring our customers come first!
Job Description:
Customer Success Managers show exemplary aptitude and capability in reducing customer churn and improving brand loyalty. The Customer Success Manager will be joining our fast-growing Customer Success team responsible for delivering massive value to our customers. On a day to day basis, the CSM manages customer engagements and works in tight partnership with the Customer.
General Areas of Responsibility & Abilities:
- Ability to build value-based customer relationship
- Gather intelligent product feedback and recommendations from the customers
- Develop and example customer focused processes for ensuring customer success
- Ensure high user adoption of SightCall product(s)
- Implement best practices to improve customer success
- Ensure smooth post onboarding handoff
- Partner with our customers to deliver predictable outcomes and experiences for their customers
- Delivering and communicating ROI for our Customers, throughout the customer lifecycle
- Being the trusted partner for the customer on use-case and product functionality
- Quarterbacking experiences by various cross-functional teams at SightCall, on behalf of the customer
What You'll Do:
Customer Consultation
- Work with new and existing SightCall customers to provide a post-on boarding partnership, integration, education and documentation to drive long term customer success & value with SightCall
- Strategically Configure, Test, Document, and educate both SightCall and Customer resources on system design to ensure long term success
Solutioning
- Evaluate external systems and design requirements to understand level of effort for integrating to SightCall
- Recommend best practice use case of SightCall based on understanding of customer's business, use cases, success criteria for getting value, and data
- Configure all features and integrations & microservices of the SightCall application, including tenants, reports/analytics, users, use cases, calls, cases, profiles, admin portal.
Outcomes and Risk Management
- Remain up to date on SightCall product features and developed use cases to drive customers to best practice standards
- Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence.
Documentation
- Produce internal best practices and customer user stories to strengthen the implementation process for the Corporate customer segment
- Produce & improve customer lifecycle processes & documentation
Collaboration
- Collaborate closely with Onboarding team.
- Collaborate closely with cross-functional teams to support the success of your customers, including Sales, Customer Marketing, and other Post-Sales functions
- Maintain a highly organized and accurate task list, visible to leadership
Renewal Lifecycle
- Primary owner of Customer renewals & opportunities.
- Collaborates internally on customer renewal status
- Renewal Notifications and Communication to Customer
- Produce customer contracts/service orders, etc. for customer renewals
What We're Looking For:
- 4+ years of recent experience in Professional Services/Consulting/Customer Success/Business Development
- Proficiency in Salesforce
- SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package
- Experience managing cross functional teams within a customer organization to support a joint outcome
- Demonstrated ability to communicate effectively via oral & written formats; PowerPoint & Excel skills are a must
- Passion for customer success & excellence
To Apply, email a resume and cover letter to janine.schifsky@sightcall.com with the job title in the subject line.