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Client Success Manager

Zylo

Zylo

Customer Service
Posted on Friday, June 28, 2024
Description

As the world leader in SaaS Management and Optimization, Zylo enables companies to manage, measure, and maximize their SaaS investments. Organizations large and small trust Zylo's enterprise-proven technology and unparalleled SaaS Management expertise to optimize more than 30 million SaaS licenses and $33 billion in SaaS spend. Zylo's AI-powered Discovery Engine provides continual, frictionless monitoring of SaaS spend, licenses, and usage to create the industry's most trusted SaaS system of record. Fueled by more data than any other provider, Zylo delivers insights that allow you to take action quickly to optimize growing SaaS portfolios.

Overview

Reporting to the Director of Client Success Managers, our Client Success Managers are critical in delivering services directly tied to Zylo’s core value for our clients, assisting them in executing on the opportunities our platform reveals. By ensuring that our clients' systems are accurately represented in the Zylo platform, we empower them to make informed decisions and optimize their SaaS investments effectively.

As Client Success Managers, your dedication to this process and your commitment to understanding our clients' needs are instrumental in achieving success both for our clients and for Zylo as a whole. Through your efforts, we can continue to deliver unparalleled value and support to our clients as they navigate their SaaS journeys.

What you will do

  • Drive Zylo usage and adoption: Ensuring clients utilize Zylo's solutions effectively.
  • Customer engagement: Regular meetings, training sessions, and support to enhance understanding and usage of Zylo's platform. This includes one-to-one enablement, one-to-many enablement, and support ticket creation/escalation and follow up through ticket closure.
  • Change management: Assisting clients in onboarding, managing and supporting turnover within an organization, and identifying gaps where opportunities are presented for consumption of the platform across personas.
  • Identify lifecycle activities: Spotting renewal and upsell opportunities, collaborating with Strategic Account Executives (SAEs) and Managed Services team members.
  • Cultivate relationships: Building rapport with stakeholders and executives for growth and referrals within the organization and across verticals. This should include long-term growth goals for the organization, as well as clear communication of value being driven within the platform.
  • Insight creation: Summarizing account details and opportunities for actionable insights to be shared in monthly meetings, quarterly business reviews, and annual business reviews.
  • Participate in events: Engaging in webinars, corporate events, and marketing campaigns. Including but not limited to driving attendance, participating in events and onsite customer visits.
  • Tactical assessment: Understanding financial and utilization data to educate customers and assist internal teams. A Client Success Manager should be able to educate customers on these points and assist internal Data Operations and Support teams with issues when they arise.
  • Knowledge management: Updating knowledge base articles (for both internal and external reference), and being a customer advocate internally when focusing on product features and enhancements with marketing and product teams.
Requirements

What you need

  • 3+ years in a customer-facing technical success role, serving as the primary point-of-contact, and experience rolling up your sleeves to find a solution to customer problems
  • Experience in IT, Procurement, or SaaS space, working with cross-functional teams on cloud-based software purchasing, deployment, and/or management
  • Proven aptitude to collaborate and build strong relationships with customers and internal stakeholders
  • Impeccable communication skills that enable the ability to articulate complex concepts as well as tactfully and skillfully assist, convince and delight diverse stakeholders
  • Travel expectations: quarterly visits to HQ in Indianapolis, customer travel as needed (<25%)

Nice to have

  • Experience working with large data sets, and extracting insights and anomalies from the data and shaping them into new customer opportunities
  • Experience creating professional and eye-opening deliverables, utilizing graphics and charts to convey complex themes and insights
  • Ability to oversee multiple projects, across multiple customers in a fast-paced environment
  • Familiarity with these tools:
    • Customer Presentations: Google Slides
    • CRM: Salesforce
    • Customer Support: Zendesk and Jira (Engineering Support)
    • Insights and BI: Excel and Sisense (BI dashboards curated by our Data Operations team)

At Zylo, we’re committed to furthering diversity, equity and inclusion and living up to our value of Growing Stronger Together. We’ve worked with our hiring team to craft job descriptions that accurately reflect the nature of the role and minimum qualifications to be successful. If your experience meets the minimum requirements, we strongly encourage you to apply. And if you’re not quite there yet, please consider submitting your resume to our talent community - we’d love the opportunity to get to know you.