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Customer Success Manager

Company: Kyndi
Location: San Mateo
Posted on: September 19, 2022

Job Description:

Customer Success Manager - SAN MATEO, CAJOB TITLE: Customer Success ManagerREPORTING TO: Chief Product OfficerLOCATION: Work From Home/San Mateo OfficeAbout Kyndi: At Kyndi, we are creating a world where Kyndi's Platform for the Natural-Language-Enabled Enterprise empowers humans to do their most meaningful work. We are actively establishing a position of market leadership by delivering the first major component of our AI-powered Platform--Precision Search. Our Precision search converts enterprise data into actionable information with unprecedented levels of speed, precision, and transparency.Kyndi's ground-breaking innovation has been recognized broadly, via Frost & Sullivan's 2022 North American Competitive Strategy Leadership Award in Natural Language Processing, the World Economic Forum's Technology Pioneer award and KMWorld's AI50 list in 2021, CB Insights AI 100 for 2020, JMP's Hot100, and as one of the top five IDC AI Software Platform Innovators for 2018.We are an early stage start-up, fully funded with a great product, a strong value proposition, and tremendous upside. It's a great time to join.Job Summary: Kyndi is seeking an experienced, hands-on Customer Success Manager to play a central role in supporting customers through the entire customer lifecycle. This position will report to the CPO and will drive our current and evolving product/service offering. The right candidate will bring relevant prior experience in a similar role, leading a highly motivated Customer Success team to deliver world-class, cloud-based solutions. You must be a high-energy, confident, respected individual with a customer-first attitude who can nurture and maintain highly referenceable customers as we scale up our customer base in the months and years ahead. You must be comfortable in a fast-paced, customer-focused, team-oriented environment, and you must be tenacious about meeting or beating all commitments. You must exemplify a passionate commitment to a best-in-class customer experience.You must be passionate about customer satisfaction and understand how to balance customer needs with the financial and operational goals of the company. You must be able to clearly articulate customer needs internally and represent the company and its service well externally. You must establish a proven track record of delivering high quality services that result in enthusiastically loyal customers and strong NPS ratings. You should demonstrate the execution skills, leadership, and the creativity and toughness that a startup demands.Responsibilities: The Customer Success Manager is responsible for driving customer value and exceeding customer expectations with our products and services, building customer loyalty, referenceability and retention, and doing so while meeting or exceeding the company's revenue goals. Key responsibilities include: -Bridging the gap between sales and customer support, helping to onboard customers quickly while delivering rapid time-to-value. -Serve as a primary advocate and trusted resource for all customers. -Keep clients actively engaged and regularly using our products. -Supporting our Sales team by conducting Sales demos, owning and driving Demonstration of Value (DOV) projects from start to finish, and supporting Proof of Concept (POC) projects and customer deployments. -Managing all aspects of full customer lifecycle relationships. -Customer training on volume tuning and optimization via Kyndi's low code/no code tools. -Driving our managed services for customers, including monthly volume tuning and optimization, benchmarking, leading Quarterly Business Reviews (QBRs), and publishing performance reports. -Supporting our product offering by scoping and building domain- and industry-specific starter kits. -Partnering with Developer Services and Customer Support counterparts to deliver a high quality of service. -Assisting Product Marketing and Product Management in building relationships with key customers who are willing to be references for case studies, customer videos, and customer profiles. -Serving as a source of customer feedback and customer needs to Product Management. -The right candidate has an opportunity to bootstrap our Customer Success team, managing and building a world-class team of individuals in support of company growth.Requirements - 5+ years in a customer-facing role in Services and/or Customer Success within a successful software company, preferably in a SaaS model. - Experience managing multiple customer relationships thru the full customer lifecycle. - Candidates must have solid Project Management and Account Management skills. - Strong verbal and written English language skills are required, including a basic understanding of language structure. You will develop a proficiency over time in extending our language model for customer deployments in this role. - Being conversant (language construct and writing skills) in a second language is a plus and highly valued. - An ability to articulate strong business value and OKRs, and to converse with product champions and executive sponsors. - Relatively strong technical acumen is a plus. - Comprehensive knowledge of Sales and Services systems and processes. - Success building strong cross-functional relationships. - Proven track record as a leader, but with the ability to roll up your sleeves and be an individual contributor. - Start-up experience is a plus, particularly if you played an instrumental role during a company's early or rapid growth stages. - Excellent communications skills, both verbal and written. Excellent presentation skills. - Ability to multitask, prioritize, and meet deadlines in a faced past environment. - Bachelor's degree or equivalent training in business or similarly relevant discipline.Sound like a good fit? If so, we're anxious to hear from you!

Keywords: Kyndi, San Mateo , Customer Success Manager, Executive , San Mateo, California

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