Customer Success Manager

| Remote
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About Us

Our dedicated team and awesome technology are disrupting the customer support space. Our SaaS platform replaces all of the convoluted systems, lines, and contact numbers of standard customer support with a stunningly simple SDK and Smart Actions – fingerprint, verification, real-time sharing (videos, photos, and screenshots) and effortless in-app texting - plus all data is encrypted, keeping customer data secure. We take the frustration out of customer support and in turn, provide a sleek, secure, and modern smartphone-era experience. Join our team as we revolutionize the customer experience!

Opportunity

We are looking for an experienced and skilled customer success manager to join our team. This role will be responsible for building and growing strategic partnerships with our enterprise customers, focusing on retention, upselling and product adoption during the customer journey to result in frictionless renewal growth. We are looking for an analytical thinker who will strategize and manage the needs of his/her customer portfolio, while developing a strong partnership between our corresponding Marketing, Product, and Executive teams. The role requires strong product understanding and excellent customer-facing, presentation skills. 

Responsibilities
  • Develop and execute success plans to ensure customer growth and product adoption
  • Execute retention plans during the customer lifecycle, leveraging metric analysis and upsells
  • Make and present Executive Business Reviews to customer stakeholders including partner executive teams
  • Work closely cross-functionally to assure customers are meeting pre-defined success goals for ROI
  • Customer advocate to collect customer feedback, relay them cross-functionally to Product and Engineering, and the Executive team seamless collaboration and customer delight
  • Understand and speak to our customers’ long-term and short-term business goals, contact-center related and otherwise
  • Proactively coordinate with our internal support team to solve any outstanding product, data, or configuration related issues
  • Ensure a consistent cadence with customers to align and deliver on priorities
Requirements
  • Technical aptitude and expertise with cloud technology
  • Experience with Contact Center Technology services and software, including Telephony and/or Telecommunications software
  • Ability to work in a fast-paced startup environment and maintain composure and tact in high-pressure situations
  • Excellent written and verbal communication skills
  • Proven track record of strong internal and external relationships
  • Passion for providing services and experiences that exceed expectations
  • Self-driven focused, and motivated
  • Experience with one or more CRM software such as Zendesk, Salesforce, or Kustomer
  • Team-oriented with a dedication to forward-thinking and creative problem solving
  • Ability to CHALLENGE and inspire customer adoption of the UJET platform
  • Confidence in speaking to technical audiences with an executive and prescriptive presence
  • Commercially minded with a proven success record in transforming customer’s businesses and upselling/cross-selling growth
  • 4-8+ years of relevant Enterprise experience (preferably in SaaS)· Bachelor's degree or equivalent experience
  • Bachelor's degree or equivalent experience
Compliance Responsibilities

Security, data protection and compliance (SDPC) are paramount to the success of our partnerships. All roles at UJET require compliance with legal and regulatory requirements and acceptance and adherence to all policies and standards within UJET. Personnel acknowledges they are personally responsible for reporting any suspected violations or abuse and are required to complete SDPC training and fulfill role-specific SDPC responsibilities.

Why UJET?

In addition to our great team and disruptive technology, we offer our teammates a competitive compensation and benefits package, work/life balance, unlimited vacation, stock options, catered lunches Monday through Thursday, monthly game nights, and more!

UJET is an Equal Opportunity Employer

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit. (Thanks CultureAmp who came up with this statement - it’s too good and too important to not repeat).

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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

201 3rd St, San Francisco, CA 94105

What are UJET Perks + Benefits

UJET Benefits Overview

We offer medical, dental, and vision plans with both employee and dependent coverage options, as well as both traditional and Roth 401 (k) plans. But that’s not all. Easily apply pre-tax funds to your commuter card for easy transportation to and from work. Along with offering fair and competitive compensation packages, all employees have the opportunity to earn UJET shares and stock options. We offer all employees 12 weeks of paid maternity and paternity leave. Unlimited PTO and flexible work hours gives employees the opportunity to work hard while also making time to pursue their passions outside of the office.

Culture
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Diversity Employee Resource Groups
Internally working on launching very soon!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Home Office Stipend for Remote Employees
Internet and cell stipend during the pandemic.
Professional Development Benefits
Promote from within
Customized development tracks
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