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Customer Success Manager
Condé Nast
New York, NY, United States
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Formation Services is the team on the front line of the Formation platform working with our customers to achieve their business and editorial goals. We focus on driving our customer’s success, being the first-line of support for our users, and partnering with customers on high priority initiatives. We play a critical role in evangelizing and promoting the Formation platform to our customers, supporting our customers in their daily use of the platform.
The Customer Success Manager is focused on working with customers to drive business value for their use of the Formation platform. CSMs are platform and subject specialists that will work to align customer needs and goals with the Formation platform. CSMs also provide ongoing adoption strategies to ensure customers are aware of the newest and most relevant features and services, manage business critical issues to resolution and work with customers on new feature requests or custom development.
The CSM will report to the Senior Director of Operations and Partnerships, and will be located in NYC.
Primary Responsibilities
•Become your customers trusted advisor and advocate in Formation, providing guidance and best practices
•Reduce customer time-to-value by providing a smooth onboarding process that gets customers using the platform quickly
•Discover and refine customer goals for their use of the Formation platform, then hold yourself and the customer accountable for achieving those goals
•Listen to customer needs and feature requests, dissect and understand them, and advocate for the customer as you articulate the request to the Formation product teams
•Perform regular outreach to ensure customers are up to date on new features and tracking towards achieving stated goals
•Run live customer meetings both in person and via the web (onboardings, quarterly business reviews, feature demos, etc)
•Serve as the primary interface to manage and resolve any critical customer situations and issues
•Identify opportunities and deliver solutions to scale or otherwise improve Formation’s customer success and support operations.
Skills & Qualifications
Minimum qualifications:
•3-4 years of Customer Success experience, ideally at a SAAS product
•Exceptional communication (in person, telephone, and writing) and project management skills
•A passion for helping customers do great things
•Ability to build consultative relationships with members of the Product, Engineering and the wider Services teams.
•Highly organized with the ability to manage multiple customer engagements simultaneously
•Focus on outcomes and results; able to identify goals and priorities and resolve issues in initial stages – keen sense of urgency
•Proven experience in gathering and analyzing data to inform measurable change
•Extremely proactive, organized, responsible, and having the proven ability to collaborate with teams. Customer focus with strong communication skills and client facing experience.
•Excellent problem-solving and analytical skills
•Experience using online tools such as Zendesk, Google docs, online chat programs and email.
Preferred qualifications:
•BA/BS degree or equivalent practical experience.
•Familiarity with the content management industry and internet technologies (JavaScript, HTML, Databases, APIs).
•Experience working in Marketing, Business Development, Sales, or Customer Success in a technology company - ideally one with a B2B SaaS product
•2 years of experience in an platform support or editorial support role. Experience using digital content management systems and/or production systems.
•Fluency in languages other than English.
About Formation
Formation is a next-generation suite of applications from Condé Nast that allow professional media organizations to edit, distribute, and monetize content at scale.
In today’s tough media industry, publishers are finding it increasingly difficult to maintain the quality of their content as they contend with contracting profit margins.
Formation attempts to solve this problem by seamlessly connecting content production, distribution, and monetization workflows: maximizing the efficiency of creating and managing content; increasing channels for revenue realization; and providing new data-driven ways to build content experiences. Together, this set of applications allows today’s best media companies to focus on their number one priority: generating engaging content.
About Co/Lab
The Co/Lab at Condé Nast is a multidisciplinary group of designers, strategists, researchers, product managers and engineers dedicated to creating and building innovative, user-centric solutions. Focused on crafting transformative experiences for existing and emerging products, the Co/Lab team shapes and drives the digital strategy across Condé’s portfolio of brands.
About Condé Nast
Condé Nast is a premier media company renowned for producing the highest quality content for the world's most influential audiences. Attracting more than 100 million consumers across its industry-leading print, digital and video brands, the company’s portfolio includes some of the most iconic titles in media: Vogue, Vanity Fair, Glamour, Brides, Self, GQ, GQ Style, The New Yorker, Condé Nast Traveler, Allure, Architectural Digest, Bon Appétit, Epicurious, Wired, W, Golf Digest, Golf World, Teen Vogue, Ars Technica, The Scene, Pitchfork and Backchannel. The company’s newest division, Condé Nast Entertainment, was launched in 2011 to develop film, television and premium digital video programming.