Application Deadline: 27 July 2023Department: Customer SuccessEmployment Type: Full TimeReporting To: VP of Customer SuccessDescriptionYOUR OPPORTUNITYAs the Corporate Customer Success Manager , you’ll serve as a blend of account management, product enablement, and customer support. Your day-to-day responsibilities involve managing and driving engagement with our enterprise customers. We pride ourselves on providing friendly, patient, and concise next-level guidance to optimize our customer’s road to success. An ideal candidate has at least 4 year of experience working in customer success, enablement or account management.Who We AreAt InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach:
- Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
- Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
- Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.Who You Are
- Bachelor’s degree preferred
- 4 to 8 years of account management, customer service, or business experience required.
- Demonstrated ability to manage and close sales opportunities (up-sell, cross-sell)
- Management and achievement of retention and growth goals
- Analytical, able to assess and report on a holistic view of client health and engagement. Ability to see patterns in data, and to “tell stories” with the finding
What You’ll Do
- Meet net retention and sales quota for your book of business on a quarterly basis
- Identify and/or generate new opportunities within assigned customer accounts via monthly program recommendations and referral requests, including the identification of opportunities in new buying centers
- Leverage data analytics and metrics to assess customer health and engage proactively
- Retain client revenue through delivery of key value add activities such as routine analysis, training, data utilization coaching, and resolution of customer escalations
- Conduct regular business reviews to recognize positive outcomes, stay coordinated on open items, and make recommendations for how clients can improve their volume of feedback, across a variety of sources and channels, in more ways, and with broader business application
- Develop executive-level relationships at existing customer accounts
What You’ll Gain
- Autonomy – We trust our employees and offer an extremely flexible work schedule
- Unlimited PTO – We encourage all employees to recharge!
- Medical with HSA (which includes generous employer match & contribution) and FSA options
- Dental and vision insurance
- 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
- Generous Parental leave program
- Legal, ID theft, and employer-paid disability and life insurance
- Access to wellbeing initiatives and offerings such as our Employee Assistance Program
- Fun, innovative, collaborative, supportive working environment
- Inclusion and Diversity teams – Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
At InMoment, inclusion, and diversity are at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages, and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests, and backgrounds foster a stronger and more creative work environment.
