Customer Success Manager, Hearsay Systems

$105-135k

Salary applicable to NYC & Washington & California & Colorado applicants only.+ Stock options and a semi-annual bonus in accordance with the company's bonus plan

Salesforce

Senior level

Remote in US

Client engagement solution for financial services

Be an early applicant

Client engagement solution for financial services

501-1000 employees

FintechB2BEnterpriseInternal toolsFinancial ServicesSaaS

Be an early applicant

$105-135k

Salary applicable to NYC & Washington & California & Colorado applicants only.+ Stock options and a semi-annual bonus in accordance with the company's bonus plan

Salesforce

Senior level

Remote in US

501-1000 employees

FintechB2BEnterpriseInternal toolsFinancial ServicesSaaS

Company mission

Hearsay's mission is to empower advisors and agents to effectively use digital channels to engage with clients and build stronger relationships that grow their business.

Job

Company

Role

Who you are

You are comfortable at both consulting with and negotiating with C-level executives, backed by a strong understanding of their business objectives
You should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise
5+ years relevant work experience, including Saas Customer Success and/or Account Management
Experience with Financial Services and/or Insurance preferred
Knowledgeable and passionate about social mediaUnderstanding of how social media drives business value and ROI
Experience delivering highly effective executive-level presentations
Excellent presentation, written, and oral communication skills
Ability to navigate complex customer organizations effectively
BA/BS degree

What the job involves

We are currently looking to hire a Customer Success Manager to join our team. In this role, you will drive customer adoption and success within a defined set of Fortune 500 customers
Key to this role is being able to articulate value, inspire, and sell the future of Hearsay and Yext to encourage adoption and expansion
As a trusted advisor and coach, the Customer Success Manager determines how our products can be effectively applied to support achievement of a company's strategic business goals
Develop a trusted advisor relationship with customer program administrators, project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay and Yext solutions to be realized
Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay and Yext roll out and adoption
Disseminate application and vertical best practices
Serve as a coach and trusted advisor to customers
With the account team, drive contract renewals and upsells
Meeting with key project owners at our key accounts
Performing KYC activities
Being the driving force behind several concurrent implementations
Leading social media consulting and best practices sessions
Defining and documenting adoption and expansion strategies for your customer portfolio
Providing input to the Hearsay and Yext product roadmap based on feedback from customers
Interaction with just about all teams -- sales, ENG, marketing, product, data
Updating Salesforce Customer Success data for reporting, dashboards and Yext leadership on a regular cadence
Travel to customer premises required from time to time

Our take

Hearsay Systems offers the Hearsay Advisor Cloud for financial services, empowering advisors to efficiently and compliantly use social media, websites, text and email to engage with customers, build stronger relationships and grow their business.

Its prescriptive technology processes and prioritises data from across digital channels and data systems, providing actionable suggestions for advisors on how they should engage with clients next. Built for the enterprise, Hearsay connects these advisor-client interactions and data to corporate CRM systems and digital marketing programs, and provides efficient compliance supervision and review workflows – all on a secure, enterprise-ready platform.

Hearsay is used by hundreds of thousands of advisors and agents at the world’s largest financial services and insurance firms, such as Morgan Stanley, Goldman Sachs, JP Morgan Chase. Echoing its stellar client list, Hearsay was named a finalist at the Wealth Management Industry Awards 2023.

Steph

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

Top investors

11% employee growth in 12 months

Glassdoor (2.8)

Company

Funding (last 2 of 3 rounds)

Sep 2013

$30m

SERIES C

Jul 2011

$18m

SERIES B

Total funding: $51m

Company benefits

Dental, vision and life insurance
Work from home opportunities
Health insurance

Company values

KAIZEN - Kaizen is a Japanese word for continuous self-improvement. Every day, we push one another to streamline our work, create efficiencies and improve processes. At Hearsay, we’re always working to improve ourselves and our teammates
CUSTOMER FOCUS - Customer experience is the core foundation of our company. We value transparency and are committed to the success of our customers
GSD - We have a bias for action. We move fast. The Getting Stuff Done (GSD) mentality means we value getting the right stuff done at the right quality level

Company HQ

Yerba Buena, San Francisco, CA

Articles

Hearsay Systems Launches First SMS Compliance Automation Solution for Financial Advisors

Hearsay Systems Joins Guidewire PartnerConnect Solution Alliance Program

Hearsay CEO Clara Shih Steps Aside

The latest in financial #AdvisorTech — September 2023

Understanding WhatsApp supervision

Twitter struggles to match engagement found on other networks, study finds

Hearsay Systems Named a Finalist in the 2023 WealthManagement.com Industry Awards

Leadership

Steve Garrity

(Co-Founder)

Previously Program Manager at Microsoft for 3 years.

Clara Shih

(Executive Chair & Co-Founder)

Previously worked in the Product Strategy & Business Operations Division at Google for 1 year and as a Software Engineer at Microsoft for 1 year.

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