Customer Success Manager

THE ROLE

Sotheby's is defining and building state-of-the-art systems to automate, optimize, and enhance our client journeys and internal tools. We’re looking for a bright, collaborative and driven individual to advance the implementation and success of our auction, marketplace and private sale platforms, CRM, CLM, and other internal tools.  The ideal candidate will build and lead a new function that will streamline the implementation and successful adoption of Sotheby’s products and establish cross-departmental collaboration between the product team and end users.

As a Customer Success Manager, you will work closely with the VP of Digital Operations to build a Customer Success team and strategy for the business, working alongside multiple product, operations and business teams to support strategic transformation, drive the rollout of new initiatives and technology, and facilitate communication between stakeholders, end users, and the product team. 

You are an experienced change-agent with proven success in Customer Success, facilitating business transformation and streamlining processes. You have experience in digital operations and/or customer support, are driven, organized, and detail-oriented. You communicate with ease at all levels, working across functions as an influencer, collaborator, and teammate. You are highly resourceful, customer-focused, and can deliver high-quality results in a fast-paced and dynamic business environment.

RESPONSIBILITIES

• Design and implement the overall vision and strategic customer success plan for Product & Technology initiatives
• Build and maintain relationships with senior leadership, specialist departments, operations, and the product and technology teams as well as establishing yourself as a trusted advisor to end users in order to drive product adoption
• Analyze current customer engagement metrics and interpret customer feedback
• Provide best practices to help drive user behavior and product adoption, including documentation and training
• Define and manage escalation protocols in times of business impacting outages or service disruptions
• Leverage internal communication tools to provide new and ongoing product updates
• Work with HR to build Learning & Development programs and lead regular training sessions for end user and stakeholders across the organization 
• Help to hire, train and develop a team of customer success associates and coordinators in the US

IDEAL EXPERIENCE & COMPETENCIES

• 5+ years experience in Customer Success or an implementation role 
• Proven ability to develop strategies and track success
• Possesses leadership skills, with exceptional communication, organization, and interpersonal skills that inspire and motivate leaders and teams
• Experience with analytical thinking, process development and improvement, problem solving, communication, and planning
• Highly organized, collaborative and adaptive, with the ability to work calmly and professionally under pressured, time sensitive deadlines
• Comfortable in front of larger groups, in a presentation setting
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Experience in working with large, complex global organizations