Customer Success Manager

Celigo is looking for a Customer Success Manager that will be focused on increasing product adoption and customer retention through effective customer relationships. Each day will be different from the next; especially in personal interactions. Our business is a fast-paced environment with multiple projects happening simultaneously. The person in this position must be friendly and genuinely interested in the business, agenda, and needs of others. This position involves a high level of client interaction via calls and online meetings, responding to emails and chats in a timely manner, as well as participating in cross-functional product-related meetings. Working with a team of CSMs to best support Celigo customers through digital channels.

The right person for this job enjoys working with clients, has a high technical aptitude on business applications, has a strong client focus, exhibits the right communication skills, and is able to consult with clients on how to use products to improve and grow their business.

What would you do, if hired?

• Establish a trusted relationship with each assigned customer and drive the maximum value of our products and services through scheduled and ad-hoc touchpoints and other value-generating activities
• Facilitate sustainable, profitable growth through increased customer retention and decreased customer churn
• Understand customer needs and objectives; ensure the customer is utilizing and benefiting from the full extent of our solutions, across all products to which they subscribe
• Work with customers to understand and document their desired business outcomes and coordinate cross-functionally to advocate for the customer's achievement of these outcomes
• Learn Celigo's integrator.io iPaaS and guide customers towards optimal use and adoption of the platform
• Onboard customers quickly and effectively to ensure a smooth transition from sales
• Shepherd the customer through their journey to ensure they successfully achieve full adoption of the software
• Maintain service oversight and establish relationships with key contacts/decision-makers in assigned customer accounts
• Own and address all "at-risk" situations for assigned customers
• Act as the first internal point of escalation in case of any issues with our services and engages all internal stakeholders in the action plan
• Proactively monitor and identify usage trends in order to uncover renewal risks, while supporting greater adoption rates
• Identify upsell and cross-sell opportunities and communicate those internally
• Evaluate the customer health using health scorecards
• Provide feedback to other departments and management to improve the customer experience
• Other duties as required

Who are we looking for?

Experience

• At least five (5) years of combined industry experience in at least one of the following areas: Customer Success, Account Management, enterprise software implementation, business analysis, or business process consulting
• A track record of increasing customer satisfaction, adoption, retention, and upsell for SaaS / On-Demand applications or platforms
• Experience discussing and documenting business strategy
• Experience working in a fast paced environment with the ability to manage multiple concurrent projects
• Customer service experience with one of the following software integrations: CRM (Salesforce, Dynamics, etc.), ERP (NetSuite, Intacct, etc), eCommerce (Magento, Shopify, etc) or application integration is required.
• Experience in a startup and product development environment is highly desired along with experience launching a complex Enterprise Software Product
• Experience leading and owning client meetings as you educate, train, and advise clients on how to successfully utilize and implement Celigo products
• Experience leading and owning client calls to uncover customer's desired business outcomes, business process requirements, and critical success factors

Attributes

• Ability to conduct oneself with professionalism in all situations, including in high-pressure scenarios
• Ability to work independently demonstrated excellent interpersonal, analytical, and communication skills with the ability to communicate complex technical issues in an easy to understand the manner
• Strong customer orientation
• Strong interest in and aptitude for learning and using technology to solve problems
• Strong and effective communication, presentation, organizational, analytical, and multitasking skills
• Detailed oriented and thorough
• Ability to effectively collaborate with a variety of audiences
• Customer satisfaction and problem-solving skills are essential
• Bachelor's Degree in Business, Engineering, Information Systems, Computer Science (BSc, MCA), or other related disciplines

About Us

Our core mission at Celigo is to make automation as simple as possible by enabling anyone in the enterprise to build or deploy integrations. We believe that by automating processes across applications, we are freeing up your time to do more in your organization. We believe that reducing manual processes empowers you to focus on growing your business. We are passionate about solving integration challenges and believe that integration should be easy and simple for both technical and business users.

Benefits

Starting your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends. Additionally, we provide a strong benefits package, a tech stipend, recognition opportunities, and many other cool perks.

Pay Scale Information

Celigo reasonably expects to pay a base salary between $65,000 and $80,000 for this position. Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made.

Diversity, Equity, Inclusion, and Accessibility

As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with strong representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand.

Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age (40 and over), disability (physical or mental), sex, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, condition (associated with cancer, a history of cancer, or genetic characteristics)military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Employees and applicants are also protected against retaliation. Consistent with federal and applicable state laws, acts of retaliation against an employee or applicant who engages in protected activity, such as reporting discrimination or harassment or participating in the EEO process, whistleblowing, or the exercise of any appeal or grievance right provided by law will not be tolerated by Celigo.