Job type full-time
Full job description
At formation, we are passionate about transforming the way our customers connect with their consumers on a deeper levelAs customers navigate through the journey of modernizing their loyalty program, it is our job to help guide, support and showcase what is possible in the world of personalized offers and machine learning.
We believe that creating wildly successful customers requires a different level of partnership—one in which customer success becomes an extension of a customer`s internal team by understanding their specific business needs and providing ongoing guidance and leadershipCustomer success should feel like the direct link between the product to customer and customer to the internal formation team.
As a srCustomer success manager, you will be a consistent resource for our customersYou provide thought leadership and subject matter expertise on the industry and product at each phase of the customer lifecycleFrom implementation and onboarding to renewal, you`re helping customers drive maximum value/loyalty by educating them on how to get the most out of formationYou help identify new opportunities for them to use our platform, communicate new products, and provide training where necessary—you`re inspiring and selling the future of formation.
At the same time, you`re an advocate for our customers, always thinking of new ways to connect with and support themIn some cases, you`ll be on the front line of investing time in understanding customer issuesAt other times you`ll be searching for the correct answer or the right resource to help them get the job doneAt all times, you`ll be putting relentless focus on our customers, understanding who they are, their needs, and representing their voice within the formation brand.
As a champion for our customers, you internally provide customer feedback and insights cross-functionally on how formation can better serve our customersYou take the lead and create internal momentum on connecting and driving teams whenever necessary to guarantee the delivery of an excellent product and experience for our customers.
By providing this level of expertise, focus, and care, our goal is for formation customers to become champions of the brand and mission- you are the face behind making that happen.
Roles and responsibilities
Contribute to ongoing initiatives that continuously improve our approach to effectively create wildly successful customers
Connect and drive internal teams to maximize the customer experience – product, sales, marketing, and leadership
Understanding prospect’s challenges and needs and propose a plan for mutual success
Manage the implementation and onboarding of new customers across sales, engineering and product teams
Manage the relationship pre and post-implementation to ensure that customers derive maximum value from their investments with us and fully leverage our products on an ongoing basis.
Continually discover pain points and present effective solutions
Identify and assess customer health and risk
Communicate new product functionality to existing customers and provide training where necessary.
Become the product expert, keeping up to date with new product releases and functionality
Understand our customers’ use cases and identify new opportunities to use our platformserve as “the voice of the customer” and internally provide feedback and insights cross-functionally on how formation can better serve our customers.
Experience designing and managing customer success plans to drive the onboarding and adoption of saas solutions
Strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations.
Ability to articulate business value to various stakeholders within the customer organization including both technical and business leaders.
Proven track record of building relationships with senior customer executives in enterprise or strategic accounts.
Ability to prioritize multiple projects at the same time, managing several internal / external stakeholders who have varying priorities ranging from business, technical, and organizational
7-10 years of csm, account management, or related experience in saas supporting business transformation and driving customer outcomes
Experience protecting renewals for a book of enterprise-grade (250k+ arr) customers through driving adoption of tools and influencing customers
Experience with crm and customer success apps such as salesforce, gainsight or churnzero
Formation helps brands build deeper relationships with each of their customers beyond the transactionOur patented dynamic offer optimization platform optimizes each customer’s offer for the best action and reward and automates the generation, deployment and fulfillment of each offer across the marketing stackBrands see 3x revenue lift, 2x more engagement and 10x faster time to market with their offersFormation powers the offer optimization for some of the world’s largest brands such as starbucks, united airlines and giant eagleFor more information, visit formation.aiFormation also supports a community of digital and loyalty marketing leaders called loyalty innovatorsFor more information, visit loyaltyinnovators.com.
We`re already reaching millions of people a day, and we`re just getting startedOur founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomesWe give our whole selvesWe love learning new things.
Formation is committed to inclusion and diversity and is an equal opportunity employerYou will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.
If you`re up for the challenge of a lifetime, we`re looking for outstanding talent to join our team.
Job type: full-time
Posted 30+ days ago
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