• 27-Apr-2021 to Until Filled (EST)
  • Customer Experience
  • Herndon, VA, USA
  • Salary
  • Full Time

About us:

Vbrick's mission is to simplify the complexity of creating, managing and delivering video for use within the enterprise helping organizations unleash the power of video. Customers use Vbrick to seamlessly embed video communications within their core business applications including corporate communications, live executive broadcasts, sales and employee onboarding, product training and knowledge transfer, distance learning and marketing. With more than a thousand customers in over 100 countries, Vbrick is a leading provider of enterprise video platforms.

About the job:

Do you have a sharp analytical mind, a passion for solving difficult customer technical issues and a strong commitment to extraordinary customer success? If so, we want to talk to you!

This position can be located in Herndon, VA or remotely.

The Customer Success Manager will support the post-sales customer lifecycle as it relates to customer adoption, customer retention, renewals and the prevention of churn and expansion. The CSM will build relationships with all relevant stakeholders as trusted advisor. The CSM must have a strong understanding of our customers' business objectives and the ability to identify and articulate how our solution supports achievement of the customers' strategic business goals. This role is responsible for understanding the 'health' of our customers, ensuring they grow into Vbrick advocates.

What you'll do:

  • Responsible for managing customer relationships on a regular basis to understand their desired outcomes and success gaps, and align them with the necessary resources to achieve them.
  • Responsible for up-sell and renewals
  • Build trusted relationships with key stakeholders within client organizations to generate proper levels of adoption, ensure renewals, and create new revenue opportunities
  • Understand and interpret clients' technical requirements and offer appropriate solutions, based on best practices, while offering guidance and recommendations for optimal health and performance of Vbrick system
  • Build strong cross-functional working relationships with Product, Sales, Technical Support and Engineering teams to deliver successful solutions and services
  • Providing ongoing technical account management, using escalation management on critical cases as needed, while providing regular status updates to the client
  • Responsible for tracking contract renewals
  • Coordinate communications with required stakeholders on high priority issues and crucial support cases
  • Understand and explain how features and functionality within the VBrick platform relate to customer needs
  • Devise engagement plans that consider customer business goals and map software capabilities to achieve these goals
  • Work collaboratively with the Marketing team to build Customer testimonials and referrals

What you'll bring:

  • 3+ years Post Sales Customer Facing experience Customer Success / Technical Account Management/Sales Engineer
  • Experience supporting enterprise or SaaS-based service platforms
  • A proven track record of customer retention and growth through strong customer service
  • Has strong business savvy with consultative, problem solving, and issue resolution skills
  • Experience in Media/Content Management, Streaming technologies a plus
  • Strong analytical skills. Ability to process and interpret customer information (product utilization data and customer requirements) to help drive adoption
  • Ability to prioritize, manage, and deliver on multiple projects simultaneously; highly motivated and able to work against aggressive schedules
  • Bachelor's Degree in Computer Science, or related discipline required, or equivalent work experience
  • Excellent interpersonal and presentation skills
  • Excellent written and verbal communication skills
  • Strong team player as well as a proactive individual contributor
  • Travel up to 25%- Post COVID

A little about us:

  • Fast paced, high energy and collaborative environment
  • Flexible hours and 4 weeks of PTO to enjoy life!
  • Competitive compensation, stock options and generous benefits

Vbrick is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.

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