What are the responsibilities and job description for the Customer Success Manager position at Orgvue?
About us
Orgvue is a leading organizational design and planning software platform that captures the power of data visualization and modelling to build more adaptable, and better performing organizations. HR, finance and business leaders use Orgvue for actionable insight and analysis that helps them make faster workforce decisions in a constantly changing world.
Orgvue is used by the world’s largest and best-known enterprises and management consulting firms to visualize and confidently build the businesses they want tomorrow, today.
The company is headquartered in London, with offices in Philadelphia, The Hague, Toronto, and Sydney.
Role
We are looking for a Customer Success Manager to join our North American team to support our continued growth.
You will be responsible for managing a portfolio of accounts, ensuring that each customer is getting maximum value from the Orgvue platform. You will be the key point of day-to-day communications between our customer stakeholders and members of our account management, advisory, support and product teams. You will build a deep understanding of both Orgvue and your customers’ use-cases so that you can offer best-in-class service.
This role will be good for someone who is inquisitive, likes solving technical and business problems, and who has strong people and communication skills, as well as and ability to prioritize, and manage time effectively.
When not working with customers you will be working with other team members on projects to help build the function or to add value for our customers.
Responsibilities
Customer Success Management
- Manage accounts, ensuring that customers can meet their business objectives and obtain on-going value from using Orgvue
- Work with cross functional team mates to create and maintain success plans for all customers within the portfolio
- Build strong relationships with the account management, advisory, technical account management, product and advisory teams to ensure that account plans are executed seamlessly
- Manage customer communications through regular check-ins focussing on supporting and enabling users to achieve business outcomes and customer objectives
- Provide coaching and support to super users
- Drive advocacy through customer specific and regional events and communications
- Maintain an understanding of customers’ use-cases, business objectives and tenant and solution configurations to ensure that each meeting or conversation provides value
- Pull in the right resources, from across the business, to ensure that opportunities and issues are managed effectively
- Identify and effectively communicate additional use-cases that would benefit the customer
- Ensure that all relevant data is captured and updated weekly within our customer success platform
- Ensure that knowledge is shared appropriately across the team to maximize effectiveness and efficiency
- Ensure that customer feedback is effectively communicated back to the product management team
- Work with account management and advisory to support upsell and cross-sell opportunities
- Identify and manage customer issues and risks effectively and in line with process
Project Work
Spend approximately 20% of time working on projects that will either improve the function or add value to customers such as:
- Process documentation improvements
- Customer event preparation
- Knowledge Base content creation and maintenance
Requirements
Knowledge and Experience
- Bachelors Degree
- Previous Customer Success, Account Management, HR Business or Consulting experience
- Knowledge of organisation design, transformation. workforce analytics, and workforce planning (preferred)
Skills
- Data driven and very strong analytical skills
- Excellent written and verbal communication
- Stakeholder management
- Customer focussed
- Time management and task prioritization
Benefits
- 5% matched 401k
- Wellbeing: Sanctus Coaching, Headspace mindfulness app, Virtual fitness sessions, Wellbeing webinars, Annual Wellbeing day
- 25 days paid vacation (plus 1 extra day for every year of employment up to a maximum of 30 days)
- Healthcare premiums 100% paid by employer for majority of plans including family, dental and vision
- Competitive commission structure
- Eligible for Transaction Bonus
Here at Orgvue we promote individualism and a diverse workforce to build on our future success