Customer Success Manager

About Joveo

JOVEO stands for a job for everyone. That s our mission - to deliver the right job to everyone in the world.

We are the global leader in programmatic job advertising, driving innovative recruitment marketing solutions for employers. Harnessing AI, our platform delivers the most qualified candidates quickly and within budget, giving our customers a competitive edge.

Joveo was founded in 2017 by a group of visionary entrepreneurs and enthusiastic problem solvers who foresaw the need for greater transparency and predictability in recruitment marketing. The focus was on building a cutting-edge technology platform that uses data and machine learning to enable employers, staffing agencies, RPOs, advertising agencies, and job sites to address this need better and more cost-effectively.

Backed by marquee investors like Nexus Ventures Partners, Joveo has been featured in Inc. Magazine s List of America s Fastest-Growing Private Companies for three years in a row.

We re the global leader in programmatic job advertising driving next-gen recruitment technology solutions for employers around the world. Harnessing machine learning and industry expertise, our platform delivers the most relevant candidates in the shortest time, giving our customers a competitive edge.

For more information, visit www.joveo.com

About the Job

As a Customer Success Manager, you will be involved in the following activities:

Client Onboarding:

• Lead the onboarding process for new clients, ensuring a smooth transition to our platform.
• Collaborate with the Sales team to gather client requirements and customize solutions.

Relationship Management & Retention Strategies:

• Act as an advisor to build and maintain strong, long-lasting relationships with client stakeholders.
• CSMs are the main point of contact for client inquiries, concerns, and feedback.
• Develop and execute customer retention strategies, including identifying at-risk accounts and implementing strategies to retain them.

Account Growth:

• Identify opportunities for upselling or cross-selling additional services and features to meet clients evolving needs.
• Collaborate with the Sales team to renew and expand client contracts.

Customer Support:

• Provide exceptional customer support, addressing client inquiries and resolving issues promptly and effectively.
• Offer training and guidance to clients on using our platform to maximize their hiring efforts.

Data Analysis and Reporting:

• Monitor and analyze the performance of client campaigns, providing data-driven insights and recommendations for optimization.
• Prepare regular reports on key performance metrics to demonstrate value and ROI to clients.

Product Feedback:

• Conduct UATs to provide feedback to internal teams.
• Gather client feedback and insights to help improve our product offerings and user experience.
• Advocate for client needs within the organization and collaborate with product teams to drive product enhancements.

Customer Success Planning:

• Develop and execute customer success plans tailored to each clients unique goals and challenges.
• Set clear objectives and key performance indicators (KPIs) for success.
• Conduct QBRs to discuss campaign performance and present ROI to the clients.

Customer Advocacy & Health Monitoring:

• Identify satisfied customers who can become advocates for Joveo, helping with testimonials, case studies, and referrals.
• Regularly monitor customer health through metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and usage data to proactively address issues.

Cross-functional Collaboration:

• Collaborate with CSEs and other departments, such as Marketing and Sales, to align messaging and strategies for customer success.
• Work with Publishers to optimize client goals.
  

You would be an excellent fit for this role if you possess the following qualifications and attributes:

Problem Solving:

• Effectively resolves complex problems
• Synthesizes data from diverse sources to identify trends
• Uncovers root causes of problems rather than focusing solely on symptoms
• Presents problem analysis and recommended solutions
• Proactively seeks missing information
• Takes action to reconcile discrepancies

Relationship Management:

• Cultivates a supportive work environment
• Collaborates with others in challenging situations
• Consistently improves project artifacts
• Recognized as a reliable partner

Result Oriented:

• Maximizes efficient use of time and resources
• Manages conflicting priorities effectively
• Meets all deadlines
• Ensures service delivery aligns with service level agreements
• Implements plans effectively to achieve business targets
• Establishes processes for progress monitoring
• Applies sound judgment in decision-making

Tenacity:

• Measures progress against targets
• Acknowledges the contributions of others
• Adapts activities and processes based on feedback
• Seeks to understand and overcome obstacles
• Maintains performance despite disappointment or rejection
• Assists others in coping with disappointment and rejection

About you

You ll be a great fit if you have:

• A BA/BS degree
• Hands-on experience as an Account manager/executive and an ability to deliver excellent customer experience
• Go-getter role and expectation is to largely identify & convert new business in alignment with the Organization s vision
• Would prefer a candidate with hands-on experience working with B2B and SaaS Product in HR Tech space.
• Work experience of 4-8 years
• Ability to interact with senior stakeholders and build good engagement levels.
• You should have excellent interpersonal, presentation, and communication skills (both written and oral).
• Solid experience in Excel and MS Office, including pivot tables, and chart-making for presentations.
• In addition, you should have organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities in a fast paced environment efficiently to meet deadlines.
  

We re an exciting and dynamic startup company with a competitive salary, stock options, and comprehensive benefit package. We ve also got an enthusiastic and supportive work environment and strive to keep our employees healthy, happy and productive.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com .