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Customer Success Manager

Full Time | American Fork, UT

Job Description

Journeyfront is a fast-growing enterprise software startup on a mission to transform the way the world thinks about the importance of hiring right – and how to do it. As a hiring platform, Journeyfront helps companies predict candidate performance, job satisfaction, and retention using a variety of different data-driven, customizable hiring tools: assessments, skills tests, job previews/simulations, interview tools, etc.

Journeyfront is currently seeking an energetic and highly motivated individual to join our Customer Success team as a Customer Success Manager. The Customer Success Manager is responsible for cultivating and maintaining strong relationships across a growing portfolio assigned customer accounts, ensuring high levels of customer satisfaction and recognition of ROI, leading to renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, Product Management, and Finance Teams to ensure our services are delivered successfully. Our Customer Success Manager is also responsible for managing other customer success representatives and serves as both an internal advocate and liaison for our clients.

Responsibilities
  • Build relationships with customers, resolve concerns, and continually delight them with a positive, customer-centric attitude. Provide the customer proactive strategy focused on hiring accuracy
  • Work with customers to ensure they are leveraging Journeyfront effectively and finding value in our services
  • Become an expert in using Journeyfront platform to better educate customers on the use and benefits of our products
  • Work closely with Sales, Billing, Product, and other Technical teams to ensure an exceptional customer experience and take care of any customer issues
  • Be a customer advocate while capturing customer feedback and reporting requests
  • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
  • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
  • Maintain a high CES and NPS scores
  • Drive expansion through increased product adoption and increased usage
  • Assist team leaders in collecting and evaluating customer satisfaction trends
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Requirements
  • Has experience in a customer-facing role(s), such as Customer Success, Customer Support, or Account Management or equivalent education.
  • Possess strong phone, written and verbal communication skills with excellent presentation skills
  • Confident, high energy, self-motivated and a true team player
  • Experience working with or managing relationships
  • Desire to work and excel in fast-paced environment
  • Excellent multitasking and project management skills
  • Understanding of Internet and web applications with a desire learn new technologies
  • Ability to understand and articulate Journeyfront Services
  • Well-organized, with a high attention to detail and ability to prioritize
  • Proficiency in Microsoft Office applications, including Word, Excel, and other like systems
  • The desire and ability to become a subject matter expert on the job -(Prior experience in HR or related fields preferred)
  • BIG PLUS Passion for changing the way companies hire
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Rewards
  • Salary + bonus
  • Stock Options
  • Health Benefits
  • Purpose Driven Work
  • Opportunity to rise fast with a growing company
  • Regular training and coaching