Fuel Cycle

Sr. Client Success Manager

US-NY-New York
2 weeks ago
ID
2017-1111
# of Openings
1
Category
Client Services

Overview

Fuel cycle is seeking a Sr. Client Success Manager to support our growing client base. As the Sr. Client Success Manager, you will be responsible for supporting our Fortune 1000 clients by leading all Client Success activities, such as, on-boarding, training, technical support, services, adoption, advocacy, retention, etc., and outcomes. The ideal candidate is passionate about client services & market research, exhibits excellent communication skills and able to simultaneously manage multiple projects with shifting priorities.

 

Fuel Cycle is an LA-based SaaS company building customer intelligence solutions for the world’s leading enterprises. With Fuel Cycle, companies rapidly engage and interact with customers for real-time feedback and insights to make better business decisions, grow revenues, and retain customers.


Headquartered in LA, with a satellite office in NYC. We offer you friendly coworkers, food, snacks and coffee straight from our kitchens, office happy hours and fun company events. We provide excellent benefits such as health, vision, and dental. We also offer supplemental benefits such as AD&D, life insurance, pet insurance, 401k and much more.

Responsibilities

  • Support Customer Lifecycle
    • Understand customer journey
    • Respond to listening points in journey (usage, satisfaction, etc.)
    • Develop relationships with users and turn them into FUEL CYCLE champions
    • Establish success plans that clarify client goals
    • Understand client research objectives, prescribe appropriate research methodology, and lead research team to execute quality and impactful reports
  • Engage in Customer Success Activities
    • Onboarding
    • Training
    • Customer Support
    • Project Management
    • Renewals
    • Cross-sell / Up-sell (with sales)
    • Customer Advocacy
  • Manage Client Health Metrics with Technology
    • Salesforce
    • Internal dashboards
  • Advocate for Clients Internally
    • Align with Marketing around marketing to existing clients
    • Align with Product around driving product roadmap
    • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
    • Align with manager for measurement and forecasting

Qualifications

  • 5+ successful years in a customer success/account management role
  • 3+ years of market research experience preferred
  • Exceptional verbal and written communication skills
  • 4-year college degree required.
  • Team player with demonstrated communication and leadership skills. Comfortable leading meetings and presenting in front of groups of colleagues, partners or customers.
  • Strong intellectual capacity coupled with constant curiosity
  • Able to identify and measure both quantitative and qualitative signals of client renewal
  • Extreme energy, highly self-motivated and passionate about success
  • Able to travel occasionally

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