What are the responsibilities and job description for the Customer Success Manager position at Arkatechture?
Customer Success Manager
Department: Operations
Employment Type: Full Time
Location: Portland, ME, USA
Description
Why Work Here?
At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve.
We started in 2012 with a passion for data, business, and getting things done. We are a team of data lovers and technical experts who use our skills to help businesses big and small harness, utilize, and optimize their data. As New England’s Data Resource, we are a small company constantly evolving to keep up with changing landscapes in the data world.
We are proud of the community and culture that we’ve created at Arkatechture, and we have no intention of slowing down. We offer a competitive benefits package that includes:
- Open-concept offices in Portland, ME & a flexible work-from-home policy
- An easy-going dress code
- Fresh pots and pops all day in the office (that’s coffee and popcorn!)
- Training & certificate reimbursement
- A competitive benefits package that includes medical, disability, life insurance and optional dental/vision
- 401K Retirement planning with company matching
- Generous paid time off and ten paid holidays
- An annual bonus based on company performance
- Employee Stock Appreciation Rights (SAR) Program
All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much.
The Position
The Customer Success Manager will be responsible for interfacing directly with clients, ensuring client satisfaction, and timely resolution to requests and issues. This role requires leadership and management, as the customer success manager will be the primary point of contact for our managed services clients and the liaison to the development and service delivery teams who support the platform. The function of this role is to own the post-sales relationship and serve as a feedback loop to the technology/product roadmap for Arkatechture’s managed services platform (Arkalytics) given what they hear from clients in terms of needs and wishes. This will include expanding existing relationships, compiling and leading reviews with business stakeholders, expanding the depth of our managed services program, providing technical support, and providing feedback to the Product Owner, Service delivery and Development teams. The customer success manager will be self-motivated, organized, able to handle competing priorities, and be an effective communicator.
How to Apply
Please send a cover letter and resume with your application. You must submit all requested documents to be considered for the position.
Key Responsibilities
- Renewal/Expansion/Upsell revenue focused - identify key opportunities for expansion or upsell as well as striving for 100% renewal rate
- Strategically partner with clients to determine strategic objectives, metrics for success and ROI. Build account plans for them to move through their data maturity goals.
- Work directly with clients and be responsible for advocating for their needs to the corresponding team - be the voice of the customer at Arkatechture.
- Manage client’s continued satisfaction, expansion and retention
- Provide technical guidance to clients on product where you can
- Gain an in-depth understanding of the client's feedback of the product
- Organize, analyze, and share information with other departments to ensure the company's decisions always consider the voice of the customer
- Remediate any client issues immediately, escalate on time to PO and or CIO and Production Support Manager as required
- Deliver product demonstrations to current customers
- Risk identification, escalation and mitigation (or acceptance)
- Create a feedback loop to PO, Sales team, and Production Support Manager
- Work directly with Production Support Manager to provide feedback on effectiveness of queue owners and service delivery processes in order to optimize the customer experience
- Build and maintain a vibrant user community by monitoring the community forum, leading user groups, and continued client communication
- Understand the ongoing and future project needs of the client by discussing strategic initiatives
- Coordinate and participate in Executive Review sessions with clients
Skills Knowledge and Expertise
Requirements
- 2-5 years experience in a client-facing role on a similar capacity
- Exposure to product management
- Leadership and/or Management experience
- Knowledge of agile methodologies
- Experience working on data management projects (data warehousing, BI, analytics, etc)
- Excellent communication and interpersonal skills, both written and oral
- Critical thinking and problem solving skills
- Ability to multitask, organize, and prioritize work and conflicting priorities
- Experience with Jira/confluence (experience with jira service desk is a plus)
- Bachelor’s degree in a relevant field or comparable work experience.
Preferred Experience
- Product development experience
- Experience with SQL
- Experience with Tableau
- Experience with AWS
- Experience in Product Management
- Domain exposure in Financial Services
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