Senior Customer Success Manager at Khoros (Remote)

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Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about our customers' success. As part of the Vista Equity Family, you'll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.
We are looking for exceptional Customer Success Advocates and Managers to play a key role in ensuring the continued success of our rapidly growing customer base. In this role, you will be the key point of contact for our customers, developing and sustaining strategic relationships with a portfolio of top-tier enterprise customers, and responsible for driving success and adoption throughout all aspects of the customer's journey. You'll partner with our sales team around account strategies to drive towards the growth and retention of our customers.
Our Customer Success team is founded on the core tenet that customers who are successful will sustain and expand their business with us over time. The key to achieving this success is effective adoption of our products across a customer's organization, technical success, and aptitude, high impact results that align to a customer's business objectives, a strong support system, and continuous strategic and relationship alignment.
Responsibilities
Effective adoption:
  • Understand the customers' journey and maturity model for each solution and in the role of social media management
  • Build shared Success Plans and provide valuable insights, thoughtful recommendations and product expertise to our customers on a regular basis
  • Empower our customers to be internal ambassadors for our products and services and drive growth across the organization

Business value realization:
  • Understand and articulate the customer's executive priorities and defined initiatives where our products and services can have an impact
  • Quantify and describe the business value created by the customer's use of our products, at present and at full potential
  • Work with customers to identify specific metrics of success; track and communicate progress on an ongoing basis and during key moments in time (i.e. Business Reviews and strategic conversations)
  • Exercise strategic and creative problem solving to provide best practices, innovative solutions and drive end-user adoption
  • Build customer advocacy by providing our customers with a platform for showcasing their success (i.e. Webinar participation, Event speaking opportunities, case study participation, etc.)
  • Drive customer relationships that build advocacy in the form of indirect revenue growth (i.e., sales references, industry analyst references, software reviews, NPS, etc.)

Operational excellence:
  • Work as a facilitator, strategist, and guide to our products and services for an assigned portfolio of enterprise customers
  • Serve as the main point of contact, leading regular status calls, ongoing communications, and strategic discussions tailored to an executive audience
  • Lead internal and external account planning; motivated by seeing customers grow
  • Present new opportunities, services opportunities, and high-level roadmap vision to customers
  • Leverage technology and internal tools to identify potential risks and address escalations and issues as needed
  • Partner with internal teams to share customer feedback and ensure delivery of all commitments and projects

Qualifications
    • 5+ years account management experience in a customer-facing role; strategy development and SaaS experience preferred
    • Passion and aptitude for technology and business transformation
    • Excellent presentation, written and verbal skills
    • Strong organizational, time-management, and prioritization skills
    • Keen analytical skills and ability to gauge and anticipate trends using data
    • Thrives in a fast-paced startup environment
    • Positive attitude and strong work ethic
    • Aptitude for developing and nurturing positive relationships
    • Up to 25% travel, once travel opens.

    Preferences:
    • Demonstrable knowledge of social media platforms, community, or digital contact centers in a business context
    • Creative self-starter; originates and drives constant improvement
    • BA/BS degree preferred

The base salary range for this role is $75,000 - 90,000 with a 20% Bonus. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications. Your actual pay will be based on your skills and experience - talk with your Talent Acquisition Partner to learn more.
At Khoros we encourage our employees to be real. In keeping with this philosophy, we appreciate diversity and welcome all qualified applicants regardless of race, religion, sex, age, national origin, sexual orientation, disability, veteran status, genetic information or criminal history.
About Khoros
The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.
Khoros offers a great working environment and competitive compensation and benefits packages. We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • KubernetesLanguages
    • ReactLibraries
    • ReduxLibraries
    • MySQLDatabases
    • RedisDatabases
    • SalesforceCRM
    • MarketoLead Gen

An Insider's view of Khoros

What are some social events your company does?

Khoros embodies cultural diversity through inclusivity and team engagement. Not only do we offer daily catered lunches and weekly bootcamp and yoga classes, but we organize unique monthly happy hour experiences (mixology contests, candle making, mindfulness classes), quarterly volunteer opportunities, and partnerships with local nonprofits.

Laura Whitefield

Senior Executive Assistant & Cultural Specialist

What does your typical day look like?

My day starts with a quick check of Slack for anything urgent. Daily meetings include selecting new vendors, working on implementations, supporting the business with projects, or having 1x1s. I try to block time for focused project work, daily walks, and lunch away from my desk. In between, I'll catch up on our social Slack channels!

Deb de Freitas

Director, Business Systems

How do your team's ideas influence the company's direction?

It’s our mission to internally plug Strategic Services into every team throughout Khoros. We’re super-users of the product, so we provide input and feedback. We interact with customers daily, so we convey what they’re asking for, and we want to facilitate collaboration to make an even stronger “One Khoros.”

Spike Jones

General Manager, Khoros Strategic Services

What are Khoros Perks + Benefits

Khoros Benefits Overview

Our employees are the heart of Khoros. We live better thanks to our competitive benefits package and employee-first culture. Employees can take care of themselves, their families, and also lead a healthy work-life balance. This includes working-from-home, office, or hybrid, volunteering for their communities, and competitive health & life insurance plans, in addition to wellness benefits and programs. Each Khoros office also features location-specific perks, such as commuter benefits, catered lunches, and recreational clubs. We recently earned a TrustRadius Tech Cares Award, highlighting our strong corporate social responsibility (CSR) efforts.

Culture
Volunteer in local community
Khoros organizes group volunteer events in cities where employees are based and encourages individuals to volunteer in their communities by providing 24 hrs paid volunteer time off each year.
Partners with Nonprofits
The Khoros Social Responsibility (KSR) Program provides nonprofits with free access to Khoros software and services, with an emphasis on those owned by or in direct service to underrepresented groups.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Khoros recognizes that a commitment to DE&I isn’t enough on its own — that commitment must become part of the company’s culture, from the C-suite to part-time staff. We strive to lead with our v
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
ERGs are voluntarily led by employees and allow those with commonalities to meet, support one another, and produce a particular outcome that helps improve the business and members’ job satisfaction.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Khoros offers 24 hours of paid Volunteer Time Off (VTO) each year. This is a global benefit offered to both part and full time employees, allowing all Khorosians the opportunity to give back.
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
$50/month offered for employee wellness
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

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