Caliber
Location
New York, NY | United States
Job description
Customer Success Manager
Are you passionate about creating outstanding customer experiences? If so, we have an exciting opportunity for you!
The role is based onsite at our New York Hub
Expected start date: as soon as possible
Caliber has been on an exciting journey of revolutionizing corporate reputation management, and we are now looking for a new colleague who can help us build the customer success practice for North America. Our Enterprise SaaS platform has gained blue-chip customers across the Nordics, UK, Germany, Sweden, and Italy and is now rapidly growing in the US.
Our platform helps Corporate Communications professionals manage their activities and build their companies’ reputations by providing real-time stakeholder perception data in an online dashboard based on daily surveys we conduct worldwide. We are an international team of strategists, analysts, and technologists based in Copenhagen and New York.
Your responsibility areas will focus on servicing customers and ensuring a win-win relationship, including:
• Customer onboarding, training, and support
• Proactively manage your customer portfolio throughout the entire customer journey
• Gathering customer feedback and sharing it internally to improve the product
• Analyzing customer data and helping users discover beneficial aspects of the product
• Working with account/project teams to provide strategic advice to customers
• Work closely with product, analysts, and advisors to ensure an exceptional customer experience and timely handling of any customer issues
• Developing a Customer Success program in collaboration with the Product and Tech teams, including a customer/user journey and playbooks to drive adoption, increase value, and minimize churn
• Keeping customers updated on changes to the product and new features they might find useful
• Encouraging customer advocacy through reviews, case studies, and testimonials
• Upselling and cross-selling through review of customers’ progress
• Document all key customer attributes, needs, expectations, and progress
• Creating content articles and video tutorials on platform use and features to ensure users are leveraging product features effectively and finding value in our services
Key skills, characteristics & knowledge:
As a Customer Success Manager, you will guide and advise a wide variety of enterprise customers, ensure they launch Caliber’s platform successfully, and continually drive value from it to manage and improve their company’s reputation. You’ll work closely with customer stakeholders to discover their business needs and challenges, understand the use cases and success criteria to ensure the best possible implementation and support the process.
Your profile:
This is a unique opportunity to work in a dynamic and international start-up redefining the reputation management field. You will work hand in hand with the advisory team, who are experienced professionals in the field. For more information about the company, please visit our website at
We continuously evaluate applications and interview relevant candidates, as we would like to staff the position as soon as possible.
For more information or questions, please get in touch with me at [email protected].
Job tags
Salary
