Return to Sales Positions

Customer Success Manager

Location: San Francisco Bay Area (BigMachines office in San Mateo, CA)

BigMachines, Inc., a rapidly growing web software company located in Chicago's north suburbs (Deerfield), is in search of a new Business Analyst. The company has been growing 50-100% p.a., is led by a strong management team, has forged close partnerships with on-demand software industry leaders including Oracle and salesforce.com, and is backed by strong financial investors who are looking for the company to continue driving rapid growth and value creation.

The Customer Success Manager (CSM) is a subject matter expert when it comes to BigMachines and the business processes which it facilitates. They are a trusted advisor to our customers, helping ensure customers achieve success with their implementation and return on their investment. The CSM works with a broad cross-section of customers to strengthen adoption, identify opportunities to expand the footprint, and help ensure the renewal of BigMachines. The CSM will work strategically with their customer base, to understand their business objectives, determine the best approach for leveraging BigMachines capabilities, and provide recommendations on how to proceed to ensure success. CSMs are an integral part of our sales organization, and will work with our Account Executives to uncover new business opportunities within the install base.

The Customer Success Manager will report to the Director of Customer Success and will have the opportunity to work closely with multiple teams throughout the organization to drive both the customer and company’s long-term success. They will have the opportunity to grow into more senior roles within the company, which is committed to promoting talent from within.

Job Duties and Responsibilities:

• Proactive outreach to customers to drive the success of their BigMachines implementation
• Develop success plans for customers that address their critical success factors, metrics for success, potential issues and provide recommendations
• Closely monitor adoption rates of assigned accounts; provide keen insight into exactly how customers are using our service, the pros and cons, anything we can do to improve their ROI on the service
• Utilize BigMachines marketing tools and salesforce.com CRM system to manage customers
• Quickly and effectively respond to customer inquiries
• Work closely with Account Executives and Professional Services teams to develop large accounts
• Leverage partner relationships to drive customer programs and events
• Represent BigMachines at various trade shows (Dreamforce, Oracle World, etc.)

Qualifications:

• High level of energy, persistence, discipline, and strong desire to do whatever it takes to win
• Desire and ability to promote customer awareness through proactive outreach and communication
• Ability to evangelize a powerful new technology and way of doing business
• Ability to quickly learn about the BigMachines solution and how this can meet customer needs
• Ability to effectively manage multiple projects and initiatives successfully
• Exceptional communication and interpersonal skills both internally and externally
• Previous software sales experience is helpful (not required)
• Familiarity with Software-as-a-Service (SaaS) industry (industry experience would be an asset)
• Experience working with senior executive level personnel
• Sales Operations experience is an asset
• BS/BA from a reputable college or university

Compensation:

• Competitive salary in line with previous experience and background
• Incentive bonuses based on individual and sales team success. Opportunity for commissions.
• Stock Options with long-term potential.
• Extensive Benefits including 401k, health insurance, dental, vision, etc.

Apply now

Return to Sales Positions