Senior Customer Success Manager

Appen is looking for a Sr Customer Success Manager (CSM) who has a track record for excellence, is eager to  learn how AI works in the real world and wakes up in the morning thinking about how they can best deliver value to  their customers. You are someone who loves working in a team environment, building customer relationships. In an  avid learned and can successfully manage their daily task around the entire customer journey post sales, while  remaining committed to successful outcomes for your dedicated book of business.

As a Sr CSM, you will be a trusted guide for customers adopting and leveraging the Appen platform, manage a book  of highly innovation Fortune 500 customers while ensuring they achieve the highest quality of labeled data sets for  their AL and Machine Learning initiatives. You will become an Appen platform expert so you can speak intelligently on  the best practices and recommendations that teach customers the importance of task design principles, creating  robust instructions to achieve high data quality and be the ‘quarterback’ when working complex engagements and  projects with the Appen platform for your clients.

This role has high growth opportunity. You will help align our client’s desired goals and outcomes by driving our  account-based management and strong platform adoption approach. You will be responsible for all managing the full  customer lifecycle, building customer success strategies for adoption, renewals and expansions and partner with sales  to execute on all customer needs. You will also help contributor to the development and launch of ongoing  management to our customer success methodology, playbooks, onboarding, and Customer Success training  management. This role reports to the Director of Global Customer Success and will have critical influence over our  engagement models and overall customer experience.

 Responsibilities

• Build strong relationships with customers to ensure they remain happy and successful Appen customers
• Proactively coach and educate customers to improve adoption of the Appen platform
• Manage our most strategic and top customers on their post-sales customer journey including kickoff, onboarding, adoption and advocacy while supporting the sales team in renewal and expansion conversations
• Ability to prioritize multiple and very different tasks on a daily basis. Customers may have very different use cases and specific needs, being able to stay organized and accomplishing their goals is critical to our company’s success. Some examples include:
• An advanced customer wanting to leverage deep platform functionality today
• Onboarding a new customer tomorrow
• Managing support escalations and partnering with sales on an expansion opportunity the next day
• Analyze and resolve product adoption issues, escalate customer concerns and bugs appropriately while working with the correct internal groups
• Drive, manage and assist the renewal management process including all administrative aspects of the transaction
• Partner with sales to identify expansion opportunities
• Participate in the execution of named departmental strategic initiatives and projects
• Create highly analytical adoption plans to help increase data utilization and improve customer satisfaction
• Be a voice of Success in working with Marketing team to deliver retention and expansion enablement materials

Skills & Experience

• Have 5-7 years in a customer facing role (eg: Customer Success Manager, Sales, Acct Management) preferably at a SaaS B2B company with a focus on top technology companies and enterprises
• Demonstrated passion for working with customers, helping them execute on implementation, success or expansion plans through excellent analytical, problem-solving, project management and technical skills
• Willingness to learn core technology tools including but not limited to HTML/CSS, Liquid and SQL
• Are comfortable in an environment with multiple needs because you’re able to effectively prioritize and orient towards outcomes first
• Are driven by executing strategy and enablement while having a high self- awareness to balance ideation, execution and iteration
• Have competence with Microsoft Suite & Teams
• Exemplify Appen’s core values of grit, humility, performance and honesty
• Willingness to travel to customer onsites (as needed)

About Appen

Appen is a global leader in the development of high-quality, human-annotated datasets for machine learning and artificial intelligence. Appen brings over 20 years of experience capturing and enriching a wide variety of data types including speech, text, image and video. With deep expertise in more than 180 languages and access to a global crowd of over 1 million skilled contractors, Appen partners with technology, automotive and eCommerce companies — as well as governments worldwide — to help them develop, enhance and use products that rely on natural languages and machine learning.

At Appen, we value performance, honesty, humility, and grit. We persevere and remain focused, whilst maintaining agility to achieve quality outcomes and exceed expectations. We’re truth tellers – respectfully of course. We take accountability for our actions and believe in giving and receiving direct feedback. We give credit where credit is due and show gratitude to others for their contributions. We seek diverse perspectives as we recognize the value in teamwork and collaboration. Through grit, we take ownership, and we don’t give up.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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