客户经理
Account Manager
加入一个正在快速发展的紧密团队，直接与来自不同行业和地区的创新人才招聘团队及思想领袖合作，帮助他们的组织将招聘转化为战略优势。你将成为客户的顾问，采用咨询的方式确保客户在使用Lever产品套件时能够长期成功地成为高绩效招聘组织。
作为客户倡导团队的客户成功经理，你将是客户最大的支持者，并在我们所做的每一件事中传达客户的声音——我们帮助解决的问题、我们构建的解决方案以及我们提供的咨询服务。你将通过与客户建立信任关系，持续赋能他们实现使用Lever的持续人才目标。我们通过跨部门协作为客户发声，提供解决方案，并将我们的经验分享给内部，以帮助塑造我们的产品。
我们寻找一位在建立持久客户关系方面有经验，并热衷于为客户的成功做出有意义贡献的人。不要误解，这是一条具有挑战性的职业道路，但同样充满回报。你准备好接受挑战了吗？如果是，那就停止阅读，开始申请吧。
技能要求
- 3年以上在软件即服务（SaaS）领域从事客户关系或客户管理的经验
- 以解决方案和结果为导向的思维模式
- 在面向客户的岗位上有经验，包括分析客户账户、识别流失信号和账户增长机会
- 高度有条理，具备强大的项目管理和时间管理能力
- 有向外部客户进行产品培训的实际经验
- 有交付基于价值的沟通经验
- 具备与不同层级的客户和用户进行会议协调的能力
- 对客户富有同理心
- 在账户扩展和收入增长方面有识别机会的经验
- 热情且有动力在一个快速成长的初创公司工作，你将帮助塑造一个新的职能，并改变我们为客户创造价值的方式
在1个月内，你将：
· 参加Ramp Camp，这是Lever为期一周的入职培训，你将与一群新加入的Leveroos一起学习公司各个方面的知识
· 掌握Lever的各种产品培训演示框架，针对不同的客户利益相关者进行定制，并通过独立主持会议来展示你的掌握程度
· 定期进行
查看英文原文
Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations. You'll serve as an advisor to our customers and take a consultative approach to ensure customers are setup for long-term success as high performing hiring organizations using the Lever product suite.
As a Customer Success Manager on the Customer Advocacy team, you will be our customers biggest champion and make their voice heard in everything we do- the problems we help solve, the solutions we build and the consultation we deliver. You will do that by building trusting partnerships with our customers and consistently empowering them to achieve their ongoing talent goals with Lever. We advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products.
We are looking for someone who is experienced in building lasting customer relationships and is passionate about making meaningful contributions to our customer’s success. Don’t be mistaken, this is a challenging career path but also highly rewarding. Are you up for the challenge? If so, stop reading and start applying.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
SKILL SET
· 3+ years of customer relationship or account management experience working in software as a service (SaaS)
· Solutions and results-oriented mindset
· Experienced in customer-facing roles, including analyzing customer accounts, identifying churn signals and account growth opportunities
· Highly organized with strong project management and time management skills
· Hands-on experience with product training to external customers
· Proven experience delivering value-based communications
· Strong ability to facilitate meetings with customers and users of various levels of seniority
· Empathy for customers
· Experience with opportunity identification for account expansion and revenue growth
· Passion and drive to work in a quickly growing startup where you will help shape a new function and the ways we add value with our customers
Within 1 MONTH, YOU'LL:
· Attend Ramp Camp, which is Lever’s week-long version of onboarding where you’ll learn about all aspects of the business with a cross-functional group of new Leveroos
· Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently
· On a regular basis
· Conduct customer check-ins including planning agendas, documenting interactions and tracking various projects. Also on a regular basis, prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy. Frequency is dependent upon the specific customer need as well as their preferred service offerings.
· Perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
· Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy
WITHIN 3 MONTHS:
· Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments; begin developing these relationships through email, phone and video calls, webinar trainings, and in-person visits
· Identify the current hiring practices and internal business goals of your customer accounts
· Successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)
· Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team
· Teach customers best practices for using the Lever product suite through webinars and targeted training sessions
· Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever products
· Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes
· Take a disciplined approach to the prioritization of your workload and delivering on commitments, in order to build rapport and trust in your customer relationship Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines.
· Partner cross-functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as the constant point of contact in order to deliver a seamless, high-quality customer experience
· Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals
· Transition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal dat
WITHIN 6 MONTHS YOU'LL
· Utilizing agreed-upon milestones and metrics, you’ll keep customers on course to execute on the success of their plans with Lever.
· Provide feedback for process improvements which improves our abilities to better serve both external and internal customers
· Have the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions to the achievement of these goals
· Identify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing in order to communicate those successes externally
· Get involved in hiring and growing the team by helping to interview candidates
· Advocate internally for the customer’s needs and develop strong feedback loops within Lever, to continue our customer-centric focus with our products and services
· Confidently handle high-stakes, time sensitive issues with customers
· Ensure Lever’s success based on the customers specific business case across a 12-month account lifecycle
· Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment
· Help train new Customer Success Managers by participating in team on-boarding sessions