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MarqVision (YC S21) · 6 months ago

Account Manager

San Francisco, CA

Full-time

Hybrid

Mid Level

3+ years exp

MarqVision’s mission is to protect and build a future shaped by original ideas, innovations, and creativity. The role of Customer Success Manager involves serving as an advisor to customers, ensuring they achieve long-term success using the Lever product suite, and advocating for their needs while building strong relationships.

Artificial Intelligence (AI)B2BEnterprise SoftwareIntellectual PropertySaaS

Responsibilities

Join a scaling, tight-knit team that’s working directly with innovative talent acquisition teams and thought leaders across various industries and geographies to make hiring a strategic advantage for their organizations

Serve as an advisor to our customers and take a consultative approach to ensure customers are setup for long-term success as high performing hiring organizations using the Lever product suite

Be our customers biggest champion and make their voice heard in everything we do- the problems we help solve, the solutions we build and the consultation we deliver

Build trusting partnerships with our customers and consistently empower them to achieve their ongoing talent goals with Lever

Advocate for our customers by working across Lever to deliver solutions and share our learnings internally to help shape our products

Attend Ramp Camp, which is Lever’s week-long version of onboarding where you’ll learn about all aspects of the business with a cross-functional group of new Leveroos

Master Lever’s various product training demo frameworks, customized for various customer stakeholders, demonstrated by hosting sessions independently

Conduct customer check-ins including planning agendas, documenting interactions and tracking various projects

Prepare impact reviews and present to customers in order to achieve alignment with customers and showcase the value Lever with bring to their talent strategy

Perform and document account health audits in preparation to communicate recommendations back to customers

Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy

Take ownership of a customer portfolio of a variety of accounts across industries, product offerings and customer segments

Identify the current hiring practices and internal business goals of your customer accounts

Successfully complete certification for the following areas: Product, Reports & Lever Talent Intelligence (LTI)

Shadow five Customer Account Executive (CAE) renewal calls to build an understanding of how to best partner on annual renewals, account expansion, and upsell engagement by the CAE team

Teach customers best practices for using the Lever product suite through webinars and targeted training sessions

Begin pulling user metrics and issue quarterly business reviews to existing customers in order to show customers their areas of excellence and their areas of development in fully leveraging their host of Lever products

Educate customers on the value they are receiving from Lever’s products and why the solutions we provide are essential to their continued recruitment and hiring successes

Take a disciplined approach to the prioritization of your workload and delivering on commitments

Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts

Partner cross-functionally with Sales and Customer Success functions to ensure a smooth transition from customer onboarding through the annual renewal cycle

Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals

Transition into owning the customer introduction to the Customer Account Executive 90 days prior to the account renewal date

Utilizing agreed-upon milestones and metrics, keep customers on course to execute on the success of their plans with Lever

Provide feedback for process improvements which improves our abilities to better serve both external and internal customers

Have the confidence to advise, influence, and help them on best practices and strategic recommendations to align Lever’s products and solutions to the achievement of these goals

Identify our champions within your assigned accounts; ensure customer achievements are highlighted to our internal partners such as marketing

Get involved in hiring and growing the team by helping to interview candidates

Advocate internally for the customer’s needs and develop strong feedback loops within Lever

Confidently handle high-stakes, time sensitive issues with customers

Ensure Lever’s success based on the customers specific business case across a 12-month account lifecycle

Identify growth opportunities in customer accounts and collaborate with Customer Account Executives to ensure renewal and upsell attainment

Help train new Customer Success Managers by participating in team on-boarding sessions

Qualification

Customer relationship managementAccount managementSaaS experienceProduct trainingValue-based communicationProject managementCustomer check-insAccount health auditsCustomer feedback collectionWebinar trainingUser metrics analysisProcess improvementHigh-stakes issue handling