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Customer Success Manager

at Topsy in San Francisco, CA   —   Jun 24, 2014   |  
Topsy is seeking a proven leader in pre-sales and client management to become part of the Customer Success team. This role will engage primarily with prospects and customers. With prospects, this role will help drive their understanding and validation of our solution. With customers, this role will focus on client on-ramping, adoption and expansion.

The CSM’s role is critical to our client acquisition, retention and account development strategy in our rapidly growing customer base. The key to success in this role is the ability to clearly communicate the value of social data and that by leveraging Topsy Pro, our customers can gain business benefits from the social signal. An effective CSM will be our prospects and customers trusted social media advisor. You will work directly with our customers to execute a successful strategy. The CSM will be the customer’s internal champion within Topsy, and be responsible for collecting future product feature requirements.
Support the sales team by delivering custom demos and helping prospects move through their technical due diligence process
Provide expertise on the Topsy Platform and highlight key capabilities to both prospects and customers
Drive usage and adoption of the Topsy Pro Platform in a directive manner
Work within a driven and highly motivated team to provide a world-class prospect and client experience
Conduct on-going account meetings to communicate best practices, develop plans for expanded usage, provide use case examples for leveraging key product functionality and communicate new Platform feature releases to our client base
Proactively monitor and report on customer usage and success to internal teams
Create and deliver monthly reports to highlight our customers strategic successes and provide ongoing recommendations for further optimization
Organize and conduct on-boarding and trainings of the Topsy Pro Platform for our customers
Ensure that our customers derive maximum value from their investment in the Topsy Pro Platform
Identify new sales opportunities within existing customers
5+ years strategic enterprise account ownership, relationship management or pre-sales experience
Ability to form strong client relationships across all levels of an organization
Proven experience managing customer engagements
Excellent oral and written communication skills along with an ability to work with a broad range of internal and external clients
Demonstrated analytical and problem solving skills
Strong interpersonal and communication skills
Demonstrated customer-facing skills including expectation management, communication skills and information management
BA/BS degree
Strong initiative and positive attitude
Ability to learn quickly and adapt to change
Professional, organized, efficient and accurate
Tenacity, drive and the desire to succeed in a start-up environment
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