Customer Success Manager

AskNicely is the award winning customer experience platform for service businesses and we're on a mission to make frontline work more rewarding. With teams in the United States, New Zealand and the Netherlands, we've got backing from amazing venture capital partners to pioneer a new category of software that will improve the daily lives of millions of frontline workers.

The Role

We are looking for a highly-organized, multi-tasking, project-managing Customer Success Manager. Your ability to keep a customer motivated, on track, and being a customer advocate, is essential to your success. You bring high energy, and are motivated to make your customers successful, and take time to understand their objectives, goals and requirements for implementing AskNicely. You are organized and can juggle multiple customers and/or projects at once. You execute well under pressure and have a passion for life and hard work.

About You

• You are an expert in understanding products and how they create value to solve customer pain points
• You are always learning and applying refinements to your approach
• You enjoy researching and building expertise around products and markets
• Opportunity and barriers excite you

Requirements

• Responsible for the customer on-boarding process from the time the sales closes through successful customer launch.
• For select strategic customers, act as their dedicated success coach.
• Keep Salesforce and our project management tools up to date so customer journeys are up to date, and customer contacts and pertinent customer info is accurate
• Contribute to certain team and/or company initiatives, such as process or system improvements, best practices development, team training etc
• As needed, provide support and training to other members of the team and company, including during the sales process

Basic Qualifications

• Proactive, energetic attitude with a strong desire to work in a results-oriented and deadline-driven environment.
• Must be detailed in documenting information and practice good follow through techniques.
• Demonstrates basic problem solving abilities, coupled with a desire to take on new responsibilities over time
• Possess excellent written and verbal communication skills.
• Demonstrate confidence, patience, passion, ambition and drive.
• Ability to work independently while still maintaining clear channels of communication with supervisor and team members
• Ability to prioritize and manage your workload to meet and exceed deadlines and KPI's.
• A love for the customer and appreciation for their individual needs and experiences.
• Experience with project management and/or large scale technology platforms strongly preferred.

Benefits

• Comprehensive benefits package including - medical, dental, vision, short term disability, paid parental leave, life insurance and other supplemental options.
• Generous paid time off - plus an 5 extra "Nice Days" per year
• A beautiful, dog-friendly office - stocked with snacks, cold brew coffee and kombucha on tap
• Flexible work environment - including the addition of our Work From Anywhere program. Employees can work anywhere in the world for up to 4 weeks per year. We even offer a personal travel stipend for 2022!
• Generous annual L&D stipend and additional L&D paid time off.
• Amazing company culture of appreciation and supported growth

Cultural Pillars

If, like us, you put a lot of value in culture, lifestyle and opportunity as well as benefits, you'll like what's on offer here (watch this).

Lot's of people ask about the culture at AskNicely. There are three non-negotiables to what we call "living in the purple":

• Be NICE: We believe a great business can be built by nice people that are nice to each other.
• Play to WIN: Bring your "A" game. We have high standards but favor speed over perfection.
• Love your FEEDBACK: Get feedback to improve your game and give feedback generously to help others improve theirs.

Core Values

We behave as defined by our core values.

• SIMPLE: Never complicated, never too smart, we keep it simple. And humble. There are no egos here.
• PERSONAL: It's only about people, not software. We are proud to put our personality on display and show character in our software.
• CURIOUS: We don't have all the answers. We're seekers of the truth and how we'll evolve over time.
• RESPONSIVE: Now is always the best time. We deliver fast results. And we remain hungry for more.