Enterprise Customer Success Manager, Poppulo
$80-100k
+ Variable + Performance-Related Bonuses
Customer & employee communications experience software
Open for applications
Customer & employee communications experience software
501-1000 employees
Open for applications
$80-100k
+ Variable + Performance-Related Bonuses
501-1000 employees
Company mission
To help businesses connect people, systems, and ways of working to deepen relationships and move forward together.
Role
Who you are
- Learn the Omni-channel platform and how it is used in each market where Poppulo maintains a presence
- Salesforce and Sales loft
- 3+ years' experience in customer success, strategic account management or sales experience in a technology B2B sales environment. Experience commensurate with the size and complexity of assigned customer(s)
- Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management or account management functions
- B.S./B.A. preferred; equivalent experience in lieu of degree accepted
What the job involves
- As Enterprise Customer Success Manager, you will be responsible for understanding customer objectives and helping to align internal stakeholders around the desired business outcomes for a defined portfolio of enterprise accounts
- You will leverage your customer-facing skills and technical expertise to help customers successfully engage with all our product offerings
- You will focus on developing champions in the organizations we work with to ensure maximum adoption and use of solutions purchased as well as identify different areas where our platform can solve customer business challenges
- Internally, you will work with the broader pursuit team to develop holistic account strategies that lead to usage expansion and help maintain high CSAT and NPS scores
- It is imperative that in talking to our biggest customers you understand all factors in play
- Build strong relationships with key customer stakeholders to help guide us through their organization and introduce us to different teams
- Generate leads for the sales team to pursue
- Evaluate organizational inefficiencies to help clients define appropriate business outcomes to be achieved
- Learn the product platform well enough to help users with on the fly inquires and to understand all that is possible
- Develop relationships with the internal sales teams to ensure everyone is working towards the same goal and to decrease task overlap
- Understand customer needs well enough to identify use cases that might not be achieving value in the product and executing a plan to increase ROI
- Facilitate training (by self-service, virtual mods or dedicated training team) for new teams as needed to ensure users are active in the platform
- Conduct meetings to help customers understand the positive business outcomes they are achieving using the software
- Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline
- Ensure any customer inquiries are answered promptly and help identify the best person internally to get involved and escalate when necessary
- Meet with customers onsite as required to develop positive and beneficial business relationships
- Ensure creation of internal tickets when unable to resolve product issues
- Ensure that all customer conversations are recorded using internal tools and that all internal employees that touch the account are aware of pertinent information
- Engage with onboarding team, project managers, and any other team providing service to the client to ensure client expectations are being met
Our take
Poppulo delivers the world’s first communications experience platform, Poppulo Harmony, that unites multiple communications channels in one content creation and publishing experience. Through the Harmony platform, businesses can improve both internal and external communications, improving employee engagement and the customer experience.
Poppulo was first launched as an email marketing solution, but it underwent a dramatic rebranding in order to focus on internal communications. This move proved successful, with the company going on to serve thousands of businesses including Santander, Rolls-Royce and Asos. In 2021, a merger with Four Winds saw Poppulo valued at around $1 billion, establishing it as a major player in the communications market.
It was in 2022 that Poppulo released the Harmony platform, adding customer communication capabilities to its employee engagement toolkit, and becoming a one-stop-shop for all its clients' communication needs. Having already secured a significant foothold, the company has been focused on furthering its international expansion while building out its executive team. A round of layoffs in 2023 is certainly not good news, but it does appear to be a result of the wider economic situation rather than anything else.
Steph
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Funding (1 round)
Jan 2019
$35m
LATE VC
Total funding: $35m
Company benefits
- 401K
- Healthcare including dental & vision plans
- Remote-friendly working
- Flexible working hours
- Flexible PTO
- Opportunity to grow and progress
- Great working environment
- ClassPass membership
- Wellbeing programs
- Office events and socials
- Top of the range toolset
Company HQ
Civic Center, Denver, CO
Leadership
Andrew O'Shaughnessy
(CEO)Previously worked as an Independent Consultant for companies including Intel. Was Chairman of the Irish Internet Association.
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