Customer Success Manager (Remote)

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Onsite, Remote/Flexible, or Hybrid:

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COMPANY SUMMARY:

POSITION SUMMARY:

WHAT YOU WILL BE RESPONSIBLE FOR:

• Develop an intimate understanding of your customers’ businesses, conduct health checks
• Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
• Enlighten our customers with insights gleaned from their own data and industry trends
• Ensure customers get maximum value from Aprimo by leveraging full platform functionality
• Liaison between your customers and all the internal teams
• Handle customer concerns with confidence, putting them at ease
• Develop a network of champions within each account through education, coaching, and strong influencing skills
• Own the customer journey through various stages:
• Onboarding Phase:
• Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.
• Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.
• Adoption Phase:
• Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
• Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.
• Value Realization Phase:
• Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
• Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.
• Additional responsibilities and duties as required

CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:

• The Essentials
• Ability and willingness to work a permanent night shift schedule of 8 PM to 5 AM PST is required.
• Four-year degree required.
• Minimum of 4 years’ experience demonstrable experience in a CSM role in a B2B SaaS Company.
• Excellent verbal and written communication skills (English) is required.
• Solid understanding of marketing technology and SaaS products.
• Excellent communication and interpersonal skills to build strong relationships with customers.
• Proven experience working with US based customers is highly desired.
• Analytical mindset to interpret data and provide actionable insights.
• Proven ability to foster internal/external relationships, overcome objections and motivate clients.
• Strong problem-solving, communication and client management skills
• Additional Successful Qualities
• Willingness to be on Camera.
• Excellent organization, planning and project management skills.
• Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule
• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients’ needs is imperative
• Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others

APRIMO CULTURE & WHY YOU’LL LOVE WORKING HERE:

• Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo.
• With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.
• We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities
• Through its relaxed environment, Aprimo embodies a more casual “Silicon Valley” atmosphere.
• We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving and business solutions. And it also allows us to wear hoodies and shorts during internal meetings.
• Flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.
• With flexible work schedules, employees can attend to personal matters, such as stepping away to pick up their children from school or to get a much-needed haircut.
• In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects of working at Aprimo!
• Part of the key to our success is that team members are not only successful at collaboration and open communication, but that they are also given a great deal of autonomy and freedom in their own individual roles.
• Our culture is not a micro-managing environment – rather, employees are encouraged to be self-starters, to voice new ideas, and to exercise ownership in their individual roles.
• As such, individual team members can leave a lasting impact and footprint within the organization – in fact, our average employee tenure is 7.7 years.
• Aprimo employs a “choose your own adventure” approach to career advancement.
• Staff members are not siloed into roles and for many of our teams there is no set ladder that one needs to climb to achieve growth and promotion.
• Rather, we emphasize an organic approach to career development in which employees can and do frequently transition into newly created roles within their own teams or transition into other departments based on their interests in exploring new skills and responsibilities.
• For additional learning and development, we recently rolled out Udemy, which is an online learning platform that employees have access to and which features over 200,000 courses on a wide variety of business topics.
• Ranked #1 in AI Metadata & Search by Forrester, Aprimo sits on the cutting-edge of technology and is paving new paths forward by incorporating AI (artificial intelligence) into our product offerings.
• We offer generative AI in a secure environment built for brand safety and governance. Our AI-powered content operations platform, with industry leading digital asset management (DAM) software at its core, helps to optimize the creative process and improve the user experience with better search, recommendations, categorization and summarization.
• Our AI empowers marketing teams to automate tasks, analyze data, and personalize content, ensuring scalability without sacrificing productivity.
• AI automatically identifies asset characteristics and transforms them into words a human would search for. Translation, image alterations, personalization, and more are all streamlined by AI.
• With our platform, marketers can efficiently produce a larger volume of content, engage customers on a personalized level, curate relevant materials, and make data-driven decisions to drive their content strategies forward.
• Our AI offers up to 72% increase in discoverability and productivity, up to 61% reduction in production time, and up to 66% faster time to market.

APRIMO BENEFITS WE OFFER:

• Compensation is comprised of a base salary and incentive structure
• Competitive benefits coverage that begins on the first day of employment
• Generous Leave options: Annual, Sick, & Special Leaves such as Marriage, Paternity, Maternity, and Bereavement
• Medical and Dental Insurance; Eye Refraction; Outpatient medicine coverage
• Employee Assistance Program
• Rice Allowance
• Life and Accident Insurance

PHYSICAL REQUIREMENTS:

• Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing
• Must be able to move about to accomplish tasks or moving from one worksite to another
• Must be able to perform light physical work that includes lifting or moving objects up to 20 lbs. or medium work that includes moving objects up to 50 pounds on occasion
• Must be able to communicate with others to exchange information, including conveying detailed or important spoken instructions to others accurately, loudly, or quickly
• Must possess the ability to receive detailed information through oral communication at normal speaking levels
• Must be able to repeat motions that may include the wrists, hands and/or fingers (i.e., repeated typing, etc.)
• The worker is required to have close visual awareness to perform an activity and to assess the accuracy, neatness and thoroughness of the work assigned, such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.

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