Customer Success Manager

About Apty
Apty is a digital platform that accelerates software adoption and goes beyond UI walkthroughs and tooltips to focus on business processes, outcomes, and employee productivity. The proactive digital adoption platform works with any web-based application to track usage, provide on-screen help, and improve overall adoption. Apty's data engine analyzes the user data and provides actionable insights so you can improve efficiency at an unprecedented scale. Apty also functions as an innovative and intelligent platform to provide users with real-time guidance while navigating through web applications. Apty also helps increase employee self-sufficiency and reduce the load on tech support. Apty set sail with a mission to rescue companies stranded when justifying tech ROI and help them gain real
What Would You Do?
As a rock star member of our Customer Success Team, you will be responsible for the customer journey from post-sales to post-implementation engagement. You will engage, retain and drive our customer implementations and renewals with the usage of our current and new product offerings. You will build strong relationships with the customers, ensuring successful deployment of Apty product suite. This role will be in our Downtown Austin office (hybrid schedule).
Job Responsibilities:
1. Key point of contact for Apty's customers starting from sales completion to successful implementation
2. Manage client relationships on an ongoing basis and be responsible for the overall customer experience on the platform
3. Manage customer expectations, deliverables, and relationships with various users and sponsors, reporting progress, extract and present value-added insights from the Apty product suite
4. Educate and train customers to successfully use Apty and provide product and subject matter expertise to support adoption and increase product usage
5. Collaborate and partner effectively with other Apty teams such as Sales, Services, Support and Product etc. to ensure an exceptional client experience
6. Work closely with our Product and Engineering team to identify and prioritize strategic product fixes and enhancements
7. Be a champion of Customer Success, embrace company objectives to deliver on impact while inspiring others to do the same
8. Manage Client issues and general inquiries that result in escalation to other teams
9. Assist and attend Industry Trade Shows (as needed)
10. Customer onboarding, training, and support
11. Making customers aware of resources such as knowledgebase articles, tutorials, how-to videos, and webinars
12. Gathering customer feedback and sharing it internally to improve the product and/or establish better Customer Support practices
13. Analyzing customer data and helping them discover aspects of the product that are most beneficial to them
14. Carrying out periodic business value reviews to avoid churn
15. Point of Escalation representing Customer priorities and blockers
16. Account management and renewals
17. Keeping customers updated on changes to the product they're using, new features, and new products they might find useful
18. Encouraging customer advocacy through internal NPS surveys, external reviews, case studies, testimonials, and referrals
19. Upselling and cross-selling through review of customers' progress‍ to a comprehensive roadmap plan
Requirements:
1. Ability to thrive in a fast-paced, start-up environment
2. 3-4 years of Customer Success Management, Account Management, Sales experience is preferred
3. Experience in the business and digital transformation space and/or digital adoption is a plus.
4. Strong verbal and written English language skills with the ability to communicate credibly and professionally with a broad spectrum of clients
5. Experience balancing multiple customer-facing projects/priorities at once
6. Be passionate when it comes to figuring out solutions to different challenges
7. Demonstrated success in Leadership
8. Self-motivated and always looking for improvement opportunities
9. Competitive and driven to continuously out-perform
10. Knowledge of the industry and market
11. Ability to thrive in an ever-changing, fast-paced environment, with a focus on impact through execution
We offer a competitive salary, Health/Dental/Vision benefits, PTO, Paid Holidays, and Hybrid office schedule (3-4 days a week) near downtown Austin. Apty is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against based on gender, race/ethnicity, protected veteran status, disability, or another protected group status..