Senior Customer Success Manager, Alida *archived as scraper doesn't work, no user*
Customer experience management & insights
Job no longer available
Customer experience management & insights
201-500 employees
Job no longer available
201-500 employees
Company mission
To help companies make decisions with their customers, not for them.
Role
Who you are
- Post-secondary educational degree
- An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
- Minimum 4-5 years of experience in customer success, business development, management consulting or account management, or similar role
- Post sales software experience as a CSM or Account Manager is highly desirable
- Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
- Ability to manage and be accountable for your book of business
- Excellent time management, organizational, and problem-solving skills
- Strong initiative and drive to innovate
- Ability to sell ideas and concepts
- An ability to inspire others and lead with grace
- Excellent written and verbal communication skills with strong attention to detail
- Professional (even dynamic) presence, presentation and public speaking skills
- Gravitas, able to speak eloquently in front of senior c-suites and/or larger groups to gain credibility
- Strong aptitude and passion for technology and ability/desire to learn new software
- Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
- A team player who likes to collaborate with others
- Added value: Customer Experience and/or Insights background; experience setting up new programs for customer audiences
What the job involves
- In this role, you champion the power of our platform to help organizations build better products, deliver better services and achieve better outcomes
- You are the day-to-day contact for our customers and are responsible for setting them up to effectively use our platform, educating them on the best practices of engaging with their customers and supporting their ongoing needs in gathering customer intelligence
- Account Management:
- Develop and manage value-based relationships with roughly 10-12 customers, and manage additional accounts with a digital/tech touch approach to bring value through customer webinars, newsletters, and other customer content
- With input from the director, oversee implementation, development, and oversight of our digital/tech touch Customer Success Model
- Maintain a real time understanding of your customers and their adoption of our platform
- Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers goals
- Perform regular (weekly, monthly and quarterly) reviews with customers on goals, obstacles, insights and opportunities
- Uncover risk, or latent or unexpressed needs by driving discovery sessions, asking probing questions and defining a long term account plan for growth
- Identify expansion opportunities:
- Identify opportunities to cross-sell and upsell customers on additional solutions
- Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or business units
- Be the leading advocate for our solutions within the customer organization:
- Inspire your customers to think strategically about how our platform can support their business needs
- Understand the customer organization and how our solutions can bring value to them and build stronger engagement and intelligence with their customers
- Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform
- Act as key point of contact for customer relationships:
- Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
- Provide exemplary service and support that delights our customers
- Proactively look for risk indicators and get ahead of potential issues
- Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded
- Be the leading customer advocate within Alida:
- Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
- Champion on behalf of your customers for improvements and advancement of our solutions
- Identify customer adoption challenges, CSAT risks and other indicators of churn risk
- Develop and manage remediation plans to alleviate customer challenges
- Thought Leader on CS internally and externally in the organization
- Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
- Develop assets that assist with customer enablement (blogs, video’s, best practices, etc.)
Our take
Alida is a 2020 rebrand of long-standing customer experience management (CXM) and insights company Vision Critical. The company has been around since 2000, and actually created the first CXM platform.
Given its powerful position at the head of the market, Alida is able to roll out new features every few months while striking up astute business partnerships around the world. It has developed a stellar reputation and grown immensely since then, with major customers such as NASCAR, Discovery, Toyota, Adobe, Twitter, Red Bull and Twitch.
The global customer experience management market is already worth over US$11 billion, and it’s expected to triple in size over the next decade as the current tech boom produces more means of customer insight than ever. Alida is taking advantage of this through yet another period of aggressive innovation and long-term growth, bolstered by substantial funding in November 2022.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2021
$2.2m
SERIES D
Oct 2021
$14.4m
SERIES D
Total funding: $59.1m
Company benefits
- 4 day work week pilot (Summer 2022)
- Flexible benefits plans for you and your family (medical, dental, vision etc)
- 3 life days - Anniversary day & two life days
- Flexibility for hybrid working
- Buddy program for new hires
- Extensive paid vacation
Company HQ
Upper Jarvis, Toronto, ON
Leadership
Ross Wainwright
(CEO)Was CEO of the Americas region for global networking& services provider Dimension Data/NTT. Prior to that, spent over 15 years with SAP as Chief Customer Officer and Global Head of Financial Services.
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