At Yellowfin, we love data. We do. All kinds, from all sources. We understand that information
contained in a business’s data is where the next great idea will come from. New revenue streams,innovative product concepts, and ways to change the world usually start with a data point that sparksa thought. We delight in bringing those sparks to life.Our mission is to be the #1 analytics vendor of choice for embedded use cases.Objectives:As a Customer Success Manager, you are focused on building strong relationships, satisfaction, andsuccessful product adoption and usage of our Yellowfin BI products.
You will coordinate all businessfunctions around a set of aligned customer goals, playing a dual “concierge” role: Internally, you willpreemptively coordinate cross-functional teams around customer success goals; externally, you willwork directly with the customer, helping assemble key resources to deliver the appropriateexperience to meet their goals.You will invest time to understand the customers’ business needs by defining a personalized successplan, implementing tactical engagement programs, and adapting objectives based on the insightsand analytics of our customers’ success. You are passionate about the customer experience,flexible, a multi-tasker, and agile in prioritizing strategies and objectives as they arise.
As a trustedadvisor to our customers, you ensure strong account health, loyalty, and renewal of assignedaccounts, and work with the account manager to facilitate growth. Above all, you work to build anexceptional customer experience through value driven engagement.Revenue Responsibilities:• $1.5-2 million in annual recurring businessPerformance Areas:1. Account engagement2. Product adoption and usage3. Account health4. Renewal rates5. Account Expansion6. Satisfaction
General Responsibilities:
• Facilitate education and training opportunities to drive adoption and usage• Remove blockers at implementation and support level• Ongoing and frequent contact to monitor progress to build customer loyalty• Ask about their own experiences with other vendors that they consider good or bad• Ensure customers renew contracts, identifying any risk of churn and work proactively to eliminate• Build lasting relationships with accounts that differentiates us from the competitors• Execute meaningful, prompt, accurate and reliable relationships with your accounts• Define clear success plans focused on customers’ goals, with supporting engagement andcommunication plans• Be a trusted advisor by being an expert aligned to the customer’s success expectations• Develop technical competencies across Yellowfin products and BI industry• Understand customers’ business requirements and use cases to upgrade services and tools(growth opportunities) to meet the most important customer needs• Keep customers current on the latest news, trainings, services, and product changes• Maintain thorough and consistent customer records via SF data entry• Total commitment to learn, improve and be part of our great success storySkills & Experience:• Minimum of 3+ years’ experience within a sales or service team in a like-minded role• A good understanding of the analytics industry or experience in a closely related field in sales orcustomer service would be an advantage• Must be able to interact and communicate with individuals at all levels of the organization –externally and internally• Strong in-person, phone and written customer communication skills• Ability to manage time effectively, work independently and be self-motivated• Highly collaborative and able to work as part of cross-functional teams• Ability to prioritize work assignments and shift work efforts based on the needs of the departmentor evolving business goals• Attention to detail and a customer-first mindset• Strong PC skills required, including use of standard MS Office applications and SalesForce• Demonstrated technical aptitude or an ability to learn new software products• 3+ years of work experience• Sales Experience PreferredAn Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.https://www.idera.com/legal/privacystatement By clicking on the “Apply Now” button, you understand and agree that the use of Idera's website is subject to Idera Terms of Use and Idera's Privacy Statement, including the fact that Idera and its subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Idera, Inc and it's subsidiaries are committed to respecting and protecting the privacy of its customers, job applicants, partners and website visitors.
For more information about our Privacy Statement, please go to https://www.idera.com/legal/privacystatement . By clicking on the “Apply Now” button, you understand and agree that the use of Idera’s web site is subject to Idera Terms of Use and Idera’s Privacy Statement, including the fact that Idera and it's subsidiaries may transfer your personal information collected in connection with your registration on this website to its affiliates globally and to third party entities that provide services to Idera and it's subsidiaries.
