Manager, Customer Success

Description

Are you an excellent relationship builder who enjoys keeping clients happy? Do you have a management background in sales and account management? Are you goal-oriented and always looking for new opportunities to build a team, exceed goals, upsell, and nurture new business? Good news! 1WorldSync is looking for a Manager, Customer Success to join our team at our Chicago headquarters.

1WorldSync is the industry leader in product content management. With 400 employees across the US, Brazil, Canada, France, Portugal, Switzerland, and the UK, we're seeking a Manager, Customer Success to support our growing global team.

Reporting directly to our Director, Customer Success & Inside Sales, the Manager, Customer Success will play a key role in building and managing a team that focuses on driving adoption, expansion and retention of our growing customer base. We are looking for a self-motivated customer success leader with a passion for solving problems and working in collaborative team environments.

As a Manager, Customer Success at 1WorldSync, responsibilities include the following:

• Successfully manage a team of customer success representatives to achieve expansion and retention goals while driving higher product adoption and customer satisfaction
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization
• Serve as the first point of team escalation for advanced customer situations and retention needs
• Assist in the development and maintenance of the customer success team playbook
• Maintain and build upon systems and processes that foster efficiency and effectiveness in the daily operations of the team.
• Be a customer advocate, providing internal feedback on how we can better serve our customers
• Maintain a deep understanding of the product and support team in speaking with customers about the most relevant features/functionality for their specific business needs.
• Work closely with the customer success and sales management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
• Track accounts to identify churn risk and work actively to eliminate that risk, closing gaps when necessary
• Partner closely with marketing to develop, launch, and track successful campaigns at scale
• Engage in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas with our product teams
• Onboard new employees with 1WorldSync knowledge and coach to ensure their success
• Other duties as assigned

Required Skills and Experience:

• Bachelor's degree or equivalent job experience
• 5+ years experience in a customer success or sales role; preferably inside sales
• 2+ years proven experience leading teams, driving expansion sales, adoption and leveraging customer success best practices

Desired Skills and Experience:

• Excellent interpersonal and verbal communication skills
• Organizational skills and attention to detail
• Ability to easily understand technology and communicate it to prospects
• Quick learner and self-starter with an entrepreneurial work ethic
• Results-oriented team player with a committed effort to exceed individual goals
• Track record in consistently exceeding individual and team sales goals
• Goal-oriented with strong selling skills
• Ability to work independently or in a team environment while staying focused and organized
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action

Benefits

• Base salary + commission plan
• Incredible health benefits (FSA and HSA options), with dental and vision coverage
• 401(k) plan with employer match
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave
• Short and long term disability and life insurance
• Additional optional benefits including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance

Additional Details

• This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
• This position requires up to 5% travel.

1WorldSync is an Equal Opportunity Employer and is committed to providing employees and applicants with an environment free of discrimination and harassment. All employment decisions at 1WorldSync are based on business needs, job requirements, and individual qualifications. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, family or parental status, veteran or disability status, or any other status protected by the laws or regulations in the locations where we operate.

Americans with Disabilities Act (ADA)

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at [email protected].