ABOUT SIMPLEVIEW:

Simpleview is a software development, data analytics, and digital marketing firm that supports destination marketing organizations to reach their tourism marketing goals with first-in-class digital products and services. We believe our customers -- towns, cities, states, and nations across the globe -- have a role to play in creating great experiences for visitors, for the people who call them home, and for businesses and workers who rely on travel to sustain their local economies.

We are looking to add to our professional, dedicated, and hardworking team an independent, talented, top-notch Customer Success Manager with a great work ethic who thrives in organizations that constantly adapt and evolve. Preference will be given to applicants that meet requirements and are located in or around Tucson, AZ.

JOB SUMMARY:

The Customer Success Manager is the primary account manager and a consultant who drives retention and renewals by driving value for their customers over the life of their relationship with Simpleview. This person deeply understands customers -- their goals and needs -- and proactively develops integrated Simpleview solutions for them, whether by coaching on how to best utilize purchased products and services, assessing health metrics, sharing ways to improve, or ideating innovative solutions to customer problems, optimally before they even appear. In doing so, they coordinate between departments and maintain an understanding of all of Simpleview’s many software products and digital marketing services.

Based upon the candidate’s experience, knowledge, and skills, this position may be hired on as a Customer Success Manager or a Customer Success Executive. This determination will be made following an interview.

RESPONSIBILITIES:

• Manages a book of accounts composed primarily of medium-sized DMOs or middle-to-high spend accounts
• Exercises autonomy and independence in day-to-day management of book of accounts
• Provides mentorship and guidance to junior Customer Success Managers
• Presents externally to customer points-of-contact without need for supervision
• Interfaces regularly with key customer contacts, often at the Director/Vice-President level, depending on the size of the organization
• Understands client funding models, agency landscape and budget allocation for book of accounts
• Customer Advocacy
  • Collects information about, and deeply understands, customer objectives, plans, goals and circumstances
  • Advocates for customer issues at Simpleview -- serves as the customer’s voice
  • Marshalls resources across the company to support customer needs
• Customer Relations
  • Serves as the primary post-sale point of contact with the customer
  • Gathers feedback regarding Simpleview experience and mines opportunities for engagement
  • Identifies and provides warning of potential churn
• Customer Outcomes Management
  • Demonstrates knowledge of all Simpleview products, services and integrations
  • Accelerates customer’s time-to-value through consultative outreach and coaching
  • reaches out to prevent stagnation through education, best practices or consultation
  • Keeps up-to-date with best practices and use cases from Product Education Dept
  • Shares new use cases for products and services with customers to increase value
  • audits
• Customer Success Planning & Solutions Development
  • plans to meet customer business objectives and improve performance
  • contests, campaigns and promotions managed services and media that achieve strategic goals
  • Leads or participates in customer success planning sessions
  • candidate must be willing and able to travel domestically or internationally.

TRAVEL REQUIREMENTS

One trip each month is likely, depending on the number of accounts and projects. The candidate must be willing and able to travel domestically or internationally.

REQUIREMENTS:

This position requires a talented professional who exhibits the following attributes:

• Quick-study: learns new and complex information and how to integrate it very quickly
• People-lover: looks forward to interacting with clients through all mediums; has experience in a customer-facing role
• Proactive: thinks ahead, has tons of initiative, tolerates risk, and doesn’t wait to be told to act
• Enterprising: creates opportunity instead of waiting for it to come to them
• Empathetic: puts self in another’s shoes and deeply understands their perspective
• Information addict: loves research, data, and analysis
• Industry wonk: up to date with the latest digital marketing, travel, and tourism trends
• Analytical: puts disparate information together to develop a comprehensive and holistic understanding; always looks at problems from multiple perspectives
• Strategic thinker: sees the big picture; can naturally see how individual parts relate to the whole; instinctively sees how customer and company objectives meet
• One trip each month is likely, depending on the number of accounts and projects. The candidate must be willing and able to travel domestically or internationally

PREFERRED SKILLS/EXPERIENCE:

• Although not a requirement, we maintain a strong preference for candidates with the following attributes:
• Professional experience in the destination marketing, travel, and tourism industries, particularly candidates with experience at destination marketing organizations or convention and visitors bureaus.
• 3-5 years experience managing a book of business or accounts.
• 3-5 years of experience at a digital or marketing agency.
• Technical aptitude with, or experience supporting or selling CRM, CMS and email marketing platforms.
• A degree is not a requirement.

WHO WE ARE LOOKING FOR:

• Professionals with solid skills and solid principles
• People who know the web like an old friend
• Employees who thrive on problem-solving and figuring things out
• Someone other people want to work with (organized, easy-going, non-toxic)

WHAT IS IN IT FOR YOU:

• Fulfilling work at a company that makes an impact in hundreds of communities across the globe
• The ability to set a career trajectory and move along a growth path
• Great co-workers, including geeks, parents, artists, gamers, veterans, and average Joes and Janes
• 100% paid medical benefits for employees and short-term disability paid by the company options for vision, dental, long-term disability & life
• 401(k) with employer match

Most positions are based at our Tucson, AZ, or Liverpool, UK headquarters offices. However, based on the job role, we will also review remote candidates. At this time, Simpleview can currently only employ remote staff who reside in the following U.S. states, Canadian Province, and United Kingdom: Arizona, British Columbia, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Mexico, North Carolina, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.

Qualified candidates, please apply by going online at: https://www.simpleviewinc.com/our-world/staff/join-our-team/.

Please submit your resumes using the APPLY NOW function below.

Simpleview provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.