Client Success Manager
Faction is the pioneer of multi-cloud data services. Our patent-protected services make a single data set available to any cloud, anytime, anywhere, enabling our clients to access, scale, and protect their data between clouds, without the fear of cloud lock-in. We are upending the economics of data storage and helping businesses of all sizes realize the true potential of multi-cloud today.
Faction is excited to announce that we were named Partner of the Year for Excellence in Innovation by Dell Technologies in 2021.
Client Success Manager (CSM)
Faction is the pioneer of multi-cloud data services. Our patent-protected services make a single data set available to any cloud, anytime, anywhere, enabling our clients to access, scale, and protect their data between clouds, without the fear of cloud lock-in. We are upending the economics of data storage and helping businesses of all sizes realize the true potential of multi-cloud today.
Faction is excited to announce that we were named Partner of the Year for Excellence in Innovation by Dell Technologies in 2021.
Who We Are Looking For:
Faction is looking for a Client Success Manager (CSM) to join our team.
As a Client Success Manager (CSM) at Faction you will be in a highly visible and strategic role to deliver a positive client experience. We are looking for a client centric resource to deliver a best in class experience at every step of the client journey. Our CSMs will work to help clients maximize their value at Faction. CSMs will act as a trusted advisor, facilitator, and advocate for our clients. Client success managers will help clients achieve their strategic business and ensure a positive experience poised for growth with Faction. CSMs will cultivate strong relationships with clients throughout their lifecycle with Faction and will be proactive to achieve evolving business objectives.
This role will work to both develop and deliver a framework for our clients that includes processes and datasets.
In this role you will be accountable for successful adoption and value realization for the products and services we deliver for our clients. You will advocate for our clients to deliver a differentiated experience. Your mission is to ensure your clients use and are happy with Faction’s solutions and services.
You will report to the Director of Support Operation and will be engaged day to day and work directly with our Marketing, Product, Sales, and Service Delivery Teams.
What You Will Do:
- Ensure excellence in implementation, training, and adoption of Faction products and solutions
- Initiate onboarding process and collaborate with Project Managers on initial deployments
- Engage at various milestones prior to the Service Activation Call to ensure onboarding is progressing and the client is happy with our organization.
- Responsible for developing reports to make practical recommendations to improve the client experience
- Lead monthly health check meetings and develop and facilitate Quarterly Business Reviews (QBRs)
- Create customer success plans based on identified value objectives
- Advocate for clients to ensure the Customer is receiving resolutions for high-impact, critical issues,
- Facilitate client facing post mortem events and After Action Reviews
- Deliver and present information on Faction new products and roadmaps to your customer base
- Develop action plans based on client feedback and NPS surveys
- Provide recommendations on renewal and growth opportunities
- Identify action plans to mitigate risk of client churn
- Drive the product adoption, active usage and rollout of new use cases across customer’s organization
- Develop strategic plans and proactively guide the customers towards achieving their goals
- Serve as the “voice of the customer” to the product team, ensuring the product roadmap reflects customer needs
- Develop value objectives and actions plans to understand Customer business goals, environment, challenges and operational maturity
What Experience You Will Bring:
- 3 to 5 years + client support / Client Success Experience
- Proficient in Microsoft Product Suite (Excel, Powerpoint,and Word)
- VISIO / LucidChart Experience a plus
- Experience executing ITIL Standards and Best Practices
- Bachelor's degree in business, information systems, communications or related field Master's degree preferred.
- Experience in IT, Cloud Data Services who brings passion and energy to the role. Our ideal candidate will not wait for tasks to be assigned and eager to own their client’s journey and experience
- Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster partnership
- Enjoys presenting and being client facing
- Organizational skills and ability to prioritize
- Demonstrated consulting skills and proven results working as a trusted advisor to drive business value for clients
What You Can Expect from Us:
First, the big stuff:
- We work in a highly collaborative and fast paced environment
- You will be equipped with all the tools you need to solve new & exciting problems
- Numerous comprehensive health plans to choose from
- Company Paid Dental, Vision and Life Insurance
- Generous Monthly Commuter and Technology Stipends
- Annual Wellness Match
- Flexible PTO
- 401k with Company match and immediate vesting
- Nine (9) Paid Company Holidays
The fun stuff:
- Work for a company that believes in full transparency and open communication
- Who doesn't love a fully stocked kitchen (and yes, a beer fridge)
- Onsite Fitness Center
- The ability to have a Work | Life balance
- Monthly Employee Birthday & Anniversary Celebrations
- We Work Together, We Win Together!
Faction is proud to be an Equal Opportunity Employer. Faction does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, gender (in any form), age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We will not tolerate discrimination or harassment based on any of these characteristics.