Full Time

Customer Success Manager (Remote)

Remote
Customer Success

AllVoices
AllVoices is a workplace tool that promotes diversity, equity, and inclusion by providing employees a safe place to speak up about issues in real-time without fear of mistreatment or retaliation. This always-on listening tool, coupled with an encrypted communication channel and case management system, empowers companies to address issues proactively, improving culture, increasing productivity, and mitigating the risk of reputational damage and lawsuits. Customers include Zillow Group, Electronic Arts, Instacart, GoPro, MongoDB, FabFitFun, and TrueCar.

About AllVoices
The EEOC has found that 75% of incidents of harassment go unreported. In part, this is because employees lack a way to speak up in a way that feels comfortable for them. AllVoices’ mission is to create safe and healthy workplaces for all by giving everyone a voice and companies a platform to listen at scale.

AllVoices has a strong team of advisors and investors including Sukhinder Singh Cassidy (Boardlist/StubHub), Susan Fowler (Uber whistleblower), Spencer Rascoff (Zillow), Adam Miller (Cornerstone) and more.

Our team
We’re a small, female-founded, fast-growing, culture-focused, venture-backed startup dedicated to building products that shape the future of work.

As a team, we practice what we preach: we work to cultivate an environment in which people feel comfortable bringing their full selves to the office every day.

Customer Success Manager
We’re looking for a Customer Success Manager to join AllVoices’ Customer Success team, to help drive our customers’ positive experience and success with our product, ensuring retention. Our ideal candidate is organized, proactive, possesses strong communication skills, and is confident in managing several different ongoing projects at once. The ideal candidate will work well in a quick-paced, startup environment, and be an outside-the-box thinker. This is a great opportunity to get in on the ground floor of our fast-growing company and work with leaders at exciting companies around the world.

Responsibilities

  • Onboard new accounts closed by sales team including kickoff calls, building out agendas, working with product team on customizations, and managing the process both internally and with the customer.
  • Manage and update contracts and relevant information related to existing accounts in CRM
  • Work closely with existing accounts on their relevant needs, demonstrating a consultative approach to drive trust as an expert in the field
  • Recognize up-selling opportunities and collaborate with Sales team on process
  • Host trainings for new administrators to learn about the tool, running demos with large groups via Zoom, answering questions, and offering guidance on workflow
  • Support customers on rollout campaigns, working closely with HR leaders and communications teams on best practices
  • Manage renewals and work with finance on invoicing
  • Help optimize any processes or recognize where we could improve -- all ideas are welcome and encouraged
  • Run calls and meetings with accounts and be their point of contact for AllVoices

Experience

  • At least 3 years of experience with account management or project management, client services, or other customer-facing roles. Enterprise account management a plus.
  • Experience leading structured calls and demos for senior-level executives and teams
  • Proven track record of customer retention
  • Proficiency in Google Docs, CRM, additional project management tools
  • Excellent oral and written communication skills, with organization and clarity

About you
Driven and Dedicated -- you are eager to jump in and take proactive steps to improve the customer’s experience. You see a challenge and immediately think of how it can be improved.

Creative Problem Solver -- you are communicative, quick on your feet, and resilient. You think of creative solutions and collaborate well with others to understand and solve a need.

Organization Focused -- you keep people on track. You keep organized, juggle multiple projects, and continue to find new ways to improve productivity.

Relationship Builder -- you enjoy talking to people. You are empathetic, understanding, and positive. You enjoy helping others in their goals, ask questions, and strive to develop genuine relationships with others.

Collaborative -- you welcome candid feedback and input from teammates and are open to discussing new ideas and strategies to move the business forward. You share best practices and learn from others.

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