Social media software to centrally manage brands social media presences.
At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer outcomes is the hallmark of our worldwide Customer Success team.
It is the Customer Success Manager's responsibility to drive customer adoption and success within a defined set of customers. This individual should be comfortable at both consulting with and negotiating with C level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire and sell the future of Hearsay to encourage adoption and expansion.
As a trusted advisor and coach, the Customer Success Manager determines how Hearsay’s product can be effectively applied to support achievement of a company's strategic business goals. He/she should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise.
What you will accomplish:
Develop a trusted advisor relationship with customer project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay solution to be realized
Establish and handle customer adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Manage Hearsay Social implementations, acting as a central point between the customer, Engineering, and Customer Success
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay roll out and adoption
Disseminate application and vertical best practicesServe as a coach and trusted advisor to Hearsay customer
4+ years relevant work experience
Experience in SaaS account management or strategy consulting a plus
Language requirement: English and German is a requirement
Social Media savvy and passionUnderstanding of how social media drives business value and ROI
Experience delivering highly effective presentations
Validated experience handling large, complex SaaS project implementations
Excellent presentation, written, and verbal communication skills
Your typical day might include:
Meet with key project owners at our key accountsKeep the pulse of your accountsBe the driving force behind several concurrent implementations
Lead social media training and best practices sessions
Define adoption and expansion strategies for your customer portfolio
Provide input to the product roadmap based on feedback from customers
Partner with just about all teams at Hearsay Social -- sales, ENG, marketing, product, data
Travel to customer premises required from time to time