Associate CSM, Growth (Enterprise)

As the Associate CSM, Growth (Enterprise) at Pendo, your primary responsibilities include articulating the customer experience, training users, and communicating technical concepts clearly. You'll be working closely with customers to identify their objectives and document their achievements, all while collaborating with cross-functional teams to meet customer needs.

To be eligible for the Associate CSM, Growth (Enterprise) role at Pendo, you should have customer-facing experience within a software company and an undergraduate degree or equivalent experience. You will also need the ability to engage with both technical and non-technical audiences at various organizational levels.

Preferred candidates for the Associate CSM, Growth (Enterprise) role at Pendo would have a demonstrated ability to manage multiple projects, strong analytical skills to influence decision-making, and experience in developing Success Plans for customers. Excellent communication and presentation skills are also key.

The Associate CSM, Growth (Enterprise) role at Pendo is exciting because it allows you to build meaningful relationships with enterprise customers while working in a dynamic and rapidly growing startup. You will be empowered to influence customer outcomes and contribute to their overall success with Pendo's innovative technology.

Pendo's culture is passionate, dynamic, and inclusive, which positively impacts the Associate CSM, Growth (Enterprise) role by fostering an environment where diverse teams collaborate freely. This culture encourages personal growth and the opportunity to make a real impact on the company's future.

When managing customer relationships as an Associate CSM, it's crucial to prioritize open communication, actively listen to understand customer needs, and tailor your support to foster trust. Building long-term relationships requires consistent engagement and a dedication to delivering value.

Handling customer objections or complaints involves empathizing with their concerns, actively listening, and seeking solutions that address the root of the issue. It's essential to communicate clearly and reassure the customer that their success is a priority.

To increase customer adoption of Pendo's technology, I would conduct tailored training sessions, provide user-friendly documentation, and leverage customer success stories to illustrate the value of our platform. Consistently checking in and offering support is key to fostering usage.

In a previous role, I collaborated with sales, marketing, and product teams to align our strategies for customer success. By organizing joint meetings and establishing common goals, we ensured everyone's input was valued, which led to a seamless experience for our clients.

I have utilized various customer success and CRM tools, such as Salesforce and Gainsight, to track customer interactions, gather insights, and measure success metrics. Familiarity with these tools enhances my ability to deliver effective customer support and drive success.

Measuring success with customers involves analyzing key performance indicators such as product usage rates, customer satisfaction scores, and retention rates. Conducting regular feedback sessions helps to assess whether goals align and where adjustments are needed.

An effective Associate CSM should possess strong communication skills, empathy, analytical abilities, and organizational capabilities. Being proactive and approachable is also key to understanding and responding to customer needs effectively.

One way I kept a customer engaged was by scheduling regular check-ins, providing personalized training sessions, and sharing relevant resources to enhance their experience. This continuous support helped them feel valued and informed.

Customer success is about ensuring customers achieve their desired outcomes with your product. It builds strong relationships, fosters loyalty, and contributes to long-term growth. By proactively supporting customers, we drive their success, which ultimately bolsters our company's success.

To develop a Success Plan for a new customer, I would first assess their specific goals and expectations through direct conversations. Next, I'd outline actionable steps and measurable milestones, while ensuring ongoing support and feedback to adapt the plan as needed.