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Customer Success Manager

MediaPro is looking for a Customer Success Manager to on board, and manage new and existing SaaS clients.  You will be driving a high level of customer satisfaction, successful product use, and customer retention. You’ll serve as the primary point of contact for key customers, understand customer success criteria, address questions, resolve issues--and over time serve as a trusted MediaPro advisor.  An ideal candidate should have a track record of Software as a Service (SaaS) account management, or a prior history as a Customer Success Manager (or similar) in a related field.  This important role is part of our Operations team and is based in our Bothell, WA office.

Responsibilities:

  • Perform initial on-boarding of accounts with mid-market, and enterprise level customers, ensuring strong adoption and ongoing engagement with MediaPro products throughout the tenure of the account
  • Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction
  • Serve as the MediaPro subject matter expert (SME) providing guidance and addressing challenges on work/project management and collaboration with customers
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of our Technical Support team, and help to expand the adoption of additional MediaPro products throughout the account
  • Serve as the primary interface to manage and resolve any critical situations
  • Work closely with our Sales and Professional Services teams to share customer insights that inform additional product and service sales opportunities
  • Provide expert customer insight to product management, marketing and sales on what innovation and continuous improvements are needed in the user experience, product capabilities and features, and customer engagement processes that ensure rapid adoption, usage velocity, high renewal and referral rates in our customers.

Requirements:

  • Account management experience, preferably for mid to later stage SaaS organizations, and a proven ability to succeed in a fast-paced, dynamic and high growth technology environment
  • 3+ years' in a Customer Success or a similar role
  • Bachelor's degree in a relevant field is highly preferred, but not mandatory
  • Proven ability to maintain highly valuable and outcome-based relationships with a diverse customer account base
  • Outstanding multi-task task management skills across a varied set of responsibilities
  • Passion for working with leading edge, web-based technologies and a desire to deeply understand MediaPro’s products and services.
  • Strong communication skills (written, verbal, phone, email, presentation), with the ability to explain technical subjects to non-technical end user personnel in large, and mid-market enterprises
  • Excellence in active listening, especially when dealing with clients
  • Ability to build credibility and trust by first understanding, and then addressing customer needs

We offer:

  • Competitive compensation plan
  • Growth opportunities based on performance
  • 401K with generous Profit Share Contribution
  • PPO Medical, Dental and Vision insurance plans
  • Paid Vacation, Sick Leave and Holidays
  • Great work life balance
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