Appen

Senior Customer Success Manager

Job Locations US-Remote
Posted Date 2 days ago(6/27/2022 4:35 PM)
ID
2022-6198
Category
Client Services

Overview

SENIOR CUSTOMER SUCCESS MANAGER

(Location: USA Remote)

Position Summary:

The Customer Success Manager (CSM) is responsible for managing a $3-5M book of business, achieving high customer retention rates within that customer base, and ensuring that an environment for revenue expansion is possible. In addition, the CSM must align multiple internal functions and work across levels and functions within our Global Business Unit (GBU) customers to maximize the value that Appen delivers.

The CSM owns customer presentations, AI/ML use cases, solution to customer challenges, industry trends, data analysis, providing technical content, technical writing, educating, and team mentoring.

 

Responsibilities:

  • The role includes but is not limited to the following duties and responsibilities:
  • Accelerate customer platform adoption during the onboarding phase by driving pre-sales and post-sales engagement, achievement of success criteria when applicable, and proactively identifying and managing risk areas
  • Ensure internal alignment and customer communication to keep all deliverables on track.
  • Anticipate and address issues that may arise and finding solutions that unblock and exceed customer expectations.
  • Ensure customer retention by working with the customer to understand, measure, and consistently deliver high ROI. Driving high utilization of customer’s subscription and utilization.
  • Drive the customer’s business transformation and operational excellence.
  • Being the customer’s trusted advisor and advocate within Appen.
  • Collaborate and communicate across various Appen teams to ensure problems are solved, meet and exceed success metrics.
  • Grow product use within our customer base by understanding and clearly communicating customer use cases, goals, business needs and opportunities to both our product and sales teams.
  • Build strategic relationship across the organizations we serve.
  • Arm Product with customer stories to accelerate product adoption and improve and expand product functionality to ensure immediate customer needs are consistently met and future goals aligned.
  • Work with Sales/BD to identify new use cases and support their efforts to expand usage within and across GBU customers.
  • Establish a repeatable and scalable engagement model for our GBU customer base by creating and driving process standardization and improvement within the CSM team.
  • Establish and oversee the development and maintenance of innovative customer solutions, and customer technical deliverables. Potential to establish and lead CSM team.
  • Interact with a wide range of personalities; this includes building relationships with third party vendors externally and providing leadership internally across functional lines and business units
  • Provide excellent customer service across Appen’s GBU client base:

    • Successfully build, maintain and grow productive relationships with assigned client base.

    • Respond to and appropriately prioritize client requests and project delivery requirements as they arise.

    • Complete periodic needs analysis and proactively listen for clients’ pain points and dissatisfaction and drive appropriate resolutions.

    • Address client requests and feedback with appropriate urgency and escalation.

    • Work closely with Business Development to identify and drive new business strategies and activities.

Qualifications and Experience:

  • BS or BA degree from an accredited University.
  • Willingness to travel and meet customers up to 15% of the time (post-COVID).
  • 3-5 years in a customer-facing role (CSM, Account Management, Sales) preferably at a SaaS company.
  • 5-10 years customer facing and solutioning experience working in a metrics driven setting in a production, operation, or delivery environment.
  • Motivated self-starter that can establish a course of action for self and others and drive initiatives to completion
  • Demonstrated time management and organizational skills with attention to details
  • Demonstrated ability to understand the big picture and use sound judgment to reach decisions while demonstrating sensitivity for all parties and issues.  Able and unafraid to provide valuable input across the company
  • Ability to identify problems and then analyze, evaluate the relevancy, discover solutions, make recommendations and drive resolution
  • Demonstrated experience creating productive, cooperative relationships and conflict resolution skills.  Effectively coaches, mentors and trains peers and team members
  • Excellent communication skills including an ability to present information clearly and concisely in writing or verbally.  Displays a high level of professionalism by setting appropriate examples in meetings and interactions with peers and team members
  • Ability to drive customer service excellence, proficient in managing client relationships and able to drive new projects forward while keeping the customer happy
  • Track record of building and developing effective teams that deliver high quality production, operation or call center work
  • Passionate about learning new skills and technologies. Takes personal responsibility for continuous learning and drives team to seek out educational opportunities
  • Maintains a high level of customer use case and solutions acumen and is able to lead process improvement and innovation while driving efficiencies and change.

Required Knowledge, Skills and Abilities:

  • Prior experience managing a portfolio of customers with total annual recurring revenue between $1 and $5 Million (i.e., ARR).
  • Strong leadership skills to advocate cross functionally on behalf of customers.
  • Excellent analytical and problem-solving ability to unblock customers from business and technical issues.
  • Willingness to learn core technology tools including but not limited to HTML/CSS, Liquid and SQL.
  • A true passion for customers and for Customer Success with the ability to build strong relationships.
  • Truly enjoys a dynamic environment where every day is different, and each challenge is different.
  • Can juggle multiple, very different tasks – an advanced customer wanting to leverage deep functionality today, onboarding a new customer tomorrow, partnering with sales on an upsell opportunity the next day. Each client may have very different use cases and specific needs, being able to stay organized and accomplish their goals is important to our success.
  • Experience managing customers both large and small and knowing how and why to manage them differently.
  • Customer first mind-set, Active listening, Industry Knowledge, Problem Solving, Technical Skills, Creative Thinking, Customer presentation, narrative reading and writing, and Data Management and Integration.
  • Work with GBU customers in the US time-zone.

 

 

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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