
Customer Success Manager
At Algolia, we are passionate about our customers so we’re looking for an all star Customer Success Manager who is ready to join our growing team. We need a dedicated advocate who possesses impeccable relationship management skills, can take the lead on solving issues, drive maximum value/ success to existing customers, inspire and sell the future of Algolia, encourage adoption and expansion, all while building delightful and long-lasting relationships. You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally.
We want resilient problem solvers who aren’t afraid to think outside the box and get their hands dirty. We expect you to take ownership and be able to execute without defined processes and implicit direction. We're looking for candidates who raise the level of our teams. You should value and practice transparency, have the humility to accept your weaknesses and continuously strive to improve both personally and professionally. Are you ready for the challenge?
Your role will consist of:
Drive the on-boarding, adoption, retention and overall success of our customers
Lead the enablement of our users by conducting product trainings
Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
Provide regular, proactive recommendations to optimize the use of our platform
Maximize the adoption of our product features in order to maximize the value driven by our product
Identify accounts that are likely to churn and work proactively to eliminate that risk
Identify opportunities to expand our partnership with customers
Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
Track key account metrics and forecast retention
You might be a fit if you have:
2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
Experience working with a portfolio of accounts, supporting a highly technical product
Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organization
Ability to set priorities, drive decisions and get closure on recommendations and issues
Ability to influence others towards continuous improvement, both internally and externally
Experience successfully managing customer engagements to completion and customer satisfaction
Excellent presentation, written and verbal communication skills
Proven time management skills with the ability to prioritize tasks
We're looking for someone who can live up to our values:
GRIT - Problem-solving and perseverance capability in an ever-changing and growing environment
TRUST - Willingness to trust our co-workers and to take ownership
CANDOR - Ability to receive and give constructive feedback.
CARE - Genuine care about other team members, our clients and the decisions we make in the company.
HUMILITY- Aptitude for learning from others, putting ego aside.
Remote strategy:
Algolia’s workplace strategy, Hybrid Remote, is designed to harness the power of the opportunities that remote work offers both employees and the company, while also providing an engaging in-office experience for the times when an employee is in an office. Our workplace approach reflects the belief that an employee’s impact, contribution, and output are more important than their physical location.
The majority of employees will be able to choose if, and when, they come into an office on a regular basis. There will be times when our people are asked to come into an office for “moments that matter:” activities like critical planning meetings and team social gatherings. Beyond those events, 80% of our workforce may choose the location from where they work in the country in which they were hired.
We have physical offices in San Francisco, NYC, Atlanta, Paris, London, Bucharest, and we will be opening a small office in Austin soon. https://www.algolia.com/about/
About us:
Millions of developers around the world use Algolia to unleash the power of search across their digital properties. They use Algolia because we are API-first. We unlock incredible flexibility. We build blazing fast speed into our APIs. We do this because we know developers want to build cool things and innovate. Under Armour, Lacoste, Birchbox, Stripe, Slack, Medium, Zendesk and 10,000+ other companies use Algolia to build not just great search, but search that converts at higher rates because of the relevancy. We help their customers find the right goods, offers, and content really quickly. So quickly, in fact, that they don’t go anywhere else. Algolia helps businesses build and optimize the search and discovery experience resulting in significantly enhanced online engagement, increased conversion rates and enriched lifetime value that generates profitable growth. Today, Algolia powers 1.5 Trillion searches a year – that’s 4 times more than Bing, Yahoo, DuckDuckGo, Baidu and Yandex combined. Our amazing technology is used by one in eight online users.
Founded in 2012, we're backed by $184M in funding from Accel Partners, Alven, DAG Ventures, Founders Circle, Owl Rock Capital, Point Nine Capital, SaaStr Fund, Salesforce Ventures, Storm Ventures and World Innovation Lab. The team is headquartered in San Francisco with offices in Paris, London, Tokyo, New York, and Atlanta. To learn more, visit www.algolia.com.
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