Customer Success Manager

Department: Arkalytics - Support

Location: Remote

Description

Why Work Here?
At Arkatechture, we have a simple shared mission: to build a sustainable organization built upon three pillars: Do something meaningful, With a great team, Earning what you deserve.

We started in 2012 with a passion for data, business, and getting things done. We are a team of data lovers and technical experts who use our skills to help businesses big and small harness, utilize, and optimize their data. As New England’s Data Resource, we are a small company constantly evolving to keep up with changing landscapes in the data world.

We are proud of the community and culture that we’ve created at Arkatechture, and we have no intention of slowing down. We offer a competitive benefits package that includes:

• A flexible work-from-home policy (work 100% remotely!)
• Open-concept offices in Portland, ME with an easy-going dress code, and fresh pots and pops all day (that’s coffee and popcorn!)
• Training & certificate reimbursement
• A competitive benefits package that includes medical, disability, life insurance and optional dental/vision
• 401K Retirement planning with company matching
• Generous paid time off and eleven paid holidays
• Employee recognition through milestone awards including annual PTO increases and a 4 day work-week at 3 years of service!

All employees share our core values: put the team first, practice humility, take pride in everything we do, stay curious, care for our community & environment, take work seriously; ourselves not so much.

The Position
The Customer Success Manager will be responsible for interfacing directly with customers, ensuring overall satisfaction, and a timely resolution to requests and issues. They will develop and implement a comprehensive content strategy that aligns with platform adoption and will be tasked with creating a library of scalable, high-quality content (guides, tutorials, videos, webinars) tailored to various customer segments and use cases. In addition, they will work closely with the product team to stay informed about platform updates and changes, ensure content remains up-to-date and new features are being explored and utilized across the customer base. The Customer Success Manager will work to foster communities across our customer base and connect them together for a thriving user community. They will be self-motivated, organized, able to handle competing priorities, and be an effective communicator.

How to Apply
Please send a cover letter and resume with your application. You must submit both documents to be considered for the position.

Key Responsibilities

• Manage client’s continued satisfaction, expansion and retention
• Analyze customer usage data to identify areas for improvement in content and user experience, and implement necessary changes.
• Work directly with clients and be responsible for advocating their needs
• Gain an in-depth understanding of client’s likes and dislikes about the product.
• Organize, analyze, and share information with other departments to ensure the company's decisions always consider the voice of the customer
• Deliver product demonstrations to current customers
• Work directly with Production Support Manager to provide feedback on effectiveness of queue owners and service delivery processes in order to optimize the customer experience
• Monitor and enhance the Community Forum for any constructive feedback and takeaways
• Understand the ongoing and future project needs of the customer by discussing strategic initiatives
• Coordinate and participate in Executive Review sessions with customers
• Manage the contract renewal process
• Assist the sales team to identify upsell opportunities with existing clients for relevant services (license upgrades, a la carte dashboards, staff augmentation, consulting services, etc.)
  
  

Skills, Knowledge and Expertise

Requirements

• 3+ years experience in a customer facing role, preferably in customer success
• Experience building training and content for end user adoption
• Excellent communication and interpersonal skills, both written and oral
• Comfortable working directly with C-Level executives and running Onsites
• Critical thinking and problem solving skills
• Ability to organize, and prioritize work and conflicting priorities
• Understanding of how to tie technology tools to ROI
• Bachelor’s degree in a relevant field or comparable work experience.

Preferred Experience

• Experience with SQL
• Experience with Tableau
• Domain exposure in Financial Services