Customer Success Manager

Irvine, North America

Customer Success Manager

Irvine, North America

About The Role

IntelligenceBank is looking for a smart, enthusiastic and driven Customer Success Manager.The ideal candidate will have a minimum of 5 years experience in customer success, software implementation and/or project management, along with the ability to multi-task and a true passion for problem solving and helping customers achieve their business goals. This is a critical role whose priority is to successfully onboard customers, train users and manage the overall relationship with customers. A passion for software and new technologies is also a must. A day in the life of a Customer Success Manager looks like this:

  • Participate in customer handover meetings, and work with sales account executives on processing sales, setting up accounts internally, and setting up customer kick off meetings.
  • Conduct implementation workshops to uncover clients’ requirements and provide recommendations on how best to use the platform to meet their goals.
  • Host kick off call meetings, usually via web meeting, to discuss roles and responsibilities for the project, and advise clients of items needed for branding, single sign on, custom URL and other implementation requirements.
  • Create project plans for customers so at all times, clients have a clear idea of 'what's next' and due dates to reach the desired launch date. Continually liaise with customers throughout the implementation phase.
  • Update CRM system daily with client information, tasks and implementation hours used as part of the contract.
  • Configure new platform based on clients’ requirements, which entails creating folder structures, migrating data, configuring forms, setting up workflows, setting up permissions.
  • Create client documentation as required.
  • Train main admin users and show how the helpdesk is used.
  • Assist clients with launch of their platform.
  • Manage overall relationship with customers including educating them on new features launched and facilitating upsells.
  • Feedback to the product team and management any new product ideas or feedback that has come up during the implementation process.
  • Become a true product hero.

And much more if you’re eager to learn and grow professionally.

Skills Needed To Be Great in the Role

We don’t expect you to know everything, but we require you to have most of the following skills and for those that are unfamiliar, have the aptitude and drive to learn.

  • Experience in B2B SaaS Customer Success, Implementation or Project Management is ideal, though we are opened to other career experiences if you can articulate how you think they can suit the role and benefit the company.
  • Have a 'high bar' for attention to detail and organization, so 'nothing slips through the cracks'.
  • Bachelor’s degree or higher education.
  • Excellent work ethic – will do what it takes to make customers successful.
  • Excellent communications skills – this is a must have.
  • Graphic design (i.e. basic Photoshop) desirable but not required.
  • Basic knowledge of HTML/CSS is desirable but not required.
  • Proficient with Office products.
  • Tech savvy.
  • Passionate about providing 'six star service in a five star world' to our valued clients.

Our Expectations

IntelligenceBank has a strong culture of innovation, going the extra step for our customers, and collaboration amongst team members. We believe our people are our most important asset and cultural fit is a very important part of the hiring process. The following are the personal aspects we look for in each candidate.

  • Be a team player, and work well with others.
  • Respect colleagues and clients.
  • Contribute new ideas to benefit the overall business.
  • Have positive attitude and “go the extra mile”.
  • Constantly look for ways to promote or improve the business and product.
  • Timely attendance to all meetings, and timely reporting (when required).
  • Integrity.

Job Type and Category

While the job is a full time role, you will be hired on a FTE contract basis.

Job Types: Full-time, Contract

Experience: Customer Success: 5 years (Preferred)
Education: Bachelor's Degree (Required)
Location: Irvine, CA (Required) 

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About IntelligenceBank
The Leading Marketing Operations Platform

IntelligenceBank is the leading marketing operations software, helping content marketers seamlessly manage digital assets, creative content approvals and compliance, and creative project management.

Through integrating Digital Asset Management (DAM), BrandHub, workflows and approvals with calendars and kanban, IntelligenceBank gives you a way to easily manage marketing and creative projects from end to end, within the one system.

Our beautifully designed software is used by over 400 brands globally. We offer 24/7 support and have offices in Australia, the US and Canada.

See Why Our Clients Love Us

IntelligenceBank is the leading Digital Asset Management and Marketing Operations Software on G2 Crowd and Capterra. Our clients love the simple set up, ease of use, deep functionality, flexible integrations and 24/7 support.

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