Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

We at FWI and Poppulo have come together to create the market’s most comprehensive omnichannel employee communications platform with unmatched personalization, measurement capabilities, and class-leading space management solution. For the first time, organizations can instantly connect with every employee -- both disconnected and connected -- wherever they work, through a single omnichannel platform.

The combined business currently serves 6,000 customers, connecting with and serving content to over 35 million employees in more than 80 countries.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI/Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

The Opportunity:

Four Winds Interactive seeks a Customer Success Manager to work with the Customer Success Team.

Supporting our customers in realizing their success is key to the role of a Customer Success Manager. Our customers' journey in achieving success is a core component of the role and ensures we are the trusted advisors for our customers. 

As a Customer Success Manager, your responsibility is to work closely with customers to ensure that you build strong partnerships, understand their objectives and work towards that trusted advisor relationship while simultaneously uncovering areas of growth and additional business opportunities.

Responsibilities:

• Professionally manage customer relationships to ensure consistently high satisfaction levels with assigned accounts
• Strategically manage a portfolio of customers, prioritizing daily tasks with the goal to uncover and close revenue impacting opportunities
• Ensure that your customers renew their contracts with FWI-Poppulo and proactively identify and mitigate any at risk situations in order to prevent revenue loss
• Develop a trusted advisor relationship with multiple contacts and departments within an account to drive value of the omnichannel FWI-Poppulo Platform and business growth
• Proactively identify and open Opportunities for upsell and growth and partner with Sales in order to drive business
• Act as advocate for clients by helping them define their goals and objectives
• Partner with customers to ensure they are leveraging the full capabilities of the omnichannel platform effectively
• Be an expert and champion on omnichannel product and service offering in order to provide customers with consultative guidance on how to get the most out of our product 
• Partner with sales, support and delivery to ensure the customer experience and help mitigate issues that arise
• Be an advocate for the client, capturing customer feedback and product requests and facilitating those requests to Development and Product to help find a path forward.

Candidate Expertise required:

• Self-motivated, team-oriented, and focused on exceeding customer expectations
• Ownership Minded – Strong desire to take charge of customer relationships and tasks to ensure successful completion of company goals
• Communication – Ability to clearly understand and articulate customer needs and software functionality request
• Judgment – Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
• Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics
• Technical Aptitude – Ability to comprehend complex technical topics and specialized information
• Autonomy – Ability to work independently with minimal supervision
• Goal Oriented – Ability to focus on a goal and obtain a pre-determined result
• Time Management – Ability to utilize the available time to organize and complete work within given deadlines
• Ability to interact professionally with others; including co-workers, vendors, and customers.
• Exceptional organizational, presentation, and communication skills, both verbal and written
• Demonstrated ability to deal with change and excel in high-stress situations
• Self-managed, responsive, and dedicated to client success

Our ideal candidate will also have:

• Bachelor’s Degree, or related field or equivalent education/experience required
• 1-2 years professional experience
• Prior Customer Success experience preferred 

Why Us?

• A “Great Places to Work” listed company – so we really do value people
• Ability to meaningfully impact our business and play a key role in our success
• Flexible PTO and 10 days paid leave.
• Competitive compensation package
• Potential for career advancement in a fast paced growing organization
• Competitive Medical, Dental, and Vision Benefits and Monthly contributions to your Health Savings Account
• 401k with Employer Match 
• Fun, flexible working environment
• Maternity, Parental, Adoption and Bereavement Leave. Funding towards adoption costs.
• Life Insurance

Compensation Range: $50,000.00 - $70,000.00

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients and culture. We offer a dynamic environment with driven, fun and flexible individuals, who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020 and 2021 , we are one of the fastest growing technology companies in Ireland.

This is an opportunity to contribute to our culture and join a company that’s on the move. We live the Poppulo company values each day and they are key to everything we do.

“High Standards As Standard”, “Together We’re Better”, “Adapt To Succeed”, “Honesty Throughout”, “Be The Example”, “Don’t Just Work… Learn and “GET IT DONE”

FWI/Poppulo is an equal opportunities employer.

We disclose your personal information to our private equity sponsor, Vista Equity Partners, and its affiliates, including Vista Consulting Group (collectively, “Vista”), for administration, research, database development, workforce analytics and business operation purposes, in line with the terms of this Privacy Policy. Vista processes and shares your personal information with its affiliates, including other Vista portfolio companies, on the basis of its legitimate interests in managing, administering and improving its business and overseeing the recruitment process and, if applicable, your employment relationship with Four Winds Interactive LLC. If you have consented to us doing so, we also share your personal information with other Vista portfolio companies for the purpose of being considered for other job opportunities in the pooling system, both inside and outside the EEA. Please find a full list of all Vista portfolio companies at: https://www.vistaequitypartners.com/companies/ and Vista’s privacy policy at https://www.vistaequitypartners.com/privacy/. Where this requires us to transfer your personal information outside of the EEA, please refer to the FWI Privacy Policy for further details on cross-border transfers. In connection with the recruitment process, your personal data may be transferred outside of the EEA to iCIMS and/or Greenhouse, Hirebridge, LLC and Criteria Corp., which provide applicant tracking and evaluation services. Hirebridge, LLC and Criteria Corp. have agreed to comply with the EU Standard Contractual Clauses to ensure that your personal information is adequately protected whilst outside of the EEA.