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Manager, Customer Success, Americas and EMEA

Company: Sendbird
Location: San Mateo
Posted on: May 3, 2021

Job Description:

Founded in 2013, Sendbird is the leading user engagement platform trusted by modern digital apps like Reddit, Delivery Hero, Dream 11, Carousell, Teladoc, and Hinge. We allow any app (or Website) to quickly and easily embed rich real-time chat, voice, and video experiences into their app to building connections with users and between users. This could be connecting drivers and consumers in a timely fashion to reduce cancellations for a delivery app, helping buyers get their questions answered from sellers to increase transactions in a digital marketplace, or increasing engagement between users in an online community. The platform has over 150M MAUs from over 50 countries operating in industries ranging from marketplaces, ride-sharing, and online communities to gaming, live video streaming, and healthcare.The company is headquartered in San Mateo, CA with additional offices in; New York, Seoul, London, Seoul, Singapore, and Bengaluru and has raised over $220M from leading investors, including ICONIQ Capital, STEADFAST Capital Ventures, Tiger Global Management, Shasta Ventures, Softbank Vision Fund 2, and Y Combinator.To learn more, visit the company website:As the Regional Manager, Customer Success, Americas & EMEA, you will be responsible for growing and scaling the customer success organization regionally to drive customer growth. In this role, you will work closely with different internal stakeholders to align on strategies and business goals to ensure a continued positive WOW customer experience. You will drive product adoption and growth through gross renewals and net retention improvements. You will also be responsible for reducing churn and drive new business growth through greater customer advocacy. As one of our regional managers, you will work with your peers, and leaders in engineering, product management, solution engineering, and across organizational boundaries with sales, services, support, and leadership to build, maintain, and grow customer loyalty and solve customer problems.WHAT YOU WILL DOOwn managerial responsibility of the customer success managers team in Americas & EMEA, with a focus on scaling the customer success organization regionally to drive customer growth.Own responsibility for the expansion of the SendBird APIs and products and services. Act as subject matter expert to train customers, partners, and internal employees. Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers and channel partners. Develop strategic and tactical initiatives to maintain and improve customer onboarding, retention, and engagement.Deliver on customer enablement initiatives to improve CSAT and adoption of SendBird services. Lead regular status meetings with customers to review open initiatives and address any challenges impeding the successful use of SendBird's solutions. Diffuse customer conflicts effectively through rational and balanced resolution techniques often turning issues into opportunities to strengthen relationships. Benchmark progress quarterly, gather program measurements and track and analyze the data to ensure achievement of the business goals agreed. Be the Voice of the Customer and a strong advocate for your customer's interests to the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform/ patterns on issues faced by customers. WHO YOU ARE(Aligned with 7Core Valuesof Sendbird) You will be responsible and fully accountable for leading the CSM team and managing multiple customer accounts serving as a "trusted advisor" on SendBird products and services.You will be responsible for implementing and executing proven global best practices. working with the global head of customer success. In this role, you will work with your peers, engineering, product management, and across organizational boundaries with sales, services, support, and leadership to solve customer problems as well as build, maintain, and grow customer and partner loyalty. You are an experienced leader who is a passionate player-coach who can navigate multi-level relationship management, maximize program and feature adoption, align with best practices, and deliver the customer's program goals and objectives. You will have large account management experience, be well-versed in cross-team coordination, have escalation management expertise, be a well-organized proactive professional, and must possess the ability to think strategically while executing tactically.You will have a strong presence; a strong sense of ownership in driving to resolution and think on your feet while meeting with clients. EXPERIENCE AND SKILLSB.S or M.S. with 10+ years experience and 3-5 years of global or regional CSM team management experienceExperience in scaling CS teams at high growth startups Understanding of customer KPIs and goals Ability to create structure in ambiguous situations and design effective processesGreat organizational and time management skills, and experience working with remotely distributed global teams in different time zones.Experience implementing new processes and communicating them with internal teamsA motivated and positive approach to solving customer problems large and smallPassion for technology and for contributing to a fast-growing SaaS companyExperience working with cross-functional teams (e.g. Sales, Product, Marketing, Engineering)Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoptionBONUS POINTSExperience working in JIRA, Confluence, and Salesforce a plusHistory building reports from analytics/reporting tools (e.g., Looker)Experience working in Gainsight or customer health tools, a plusFinally, there is no such thing as a perfect candidate. Sendbird is a place where everyone can learn and grow. We encourage you to apply if this role excites you.At Sendbird, one of our core values is Global Citizenship. We respect, promote, and encourage diversity for equal employment opportunities. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal state, or local law.SDL2017

Keywords: Sendbird, San Mateo , Manager, Customer Success, Americas and EMEA, Other , San Mateo, California

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