Posted on:

October 27, 2020

Client Success Manager, Stella Connect

Job Description

Medallia is seeking a customer-centric and data-driven Client Success Manager to support clients using Stella Connect products. Stella Connect is an innovative, real-time customer feedback and quality management platform that has been designed specifically to drive engagement and performance of customer service teams. You will be part of a fast-paced, passionate, and collaborative team tasked with managing the entire client lifecycle. You will act as a trusted partner to customers and be responsible for onboarding, training, supporting, engaging, and renewing clients. This is an opportunity to create processes and efficiencies to effectively manage client relationships while simultaneously providing exceptional service.

Responsibilities

  • Responsible for managing relationships with Stella Connect’s Select client base including leading brands and growing startups (ARR under 10K)
  • Become an expert in the automation tools our Client Success team uses and continually iterate on processes to make client management more efficient
  • Build workflows, processes, and automations to facilitate growth in this segment.
  • Manage the client onboarding, development and renewal phases of the customer lifecycle
  • Deliver insights to our client’s customer service and operations teams through insightful presentations and reports
  • Collaborate with Stella Connect’s product, marketing and sales teams to ensure client success within your client segment
  • Address day-to-day product and data-related questions from clients
  • Proactively engage with clients to gather feedback and advocate customer needs/issues towards product enhancement

Minimum Qualifications

  • 2+ years of relevant experience in a customer facing role
  • Demonstrated experience using Salesforce.com or similar CRM platform
  • Demonstrated experience designing processes to support hundreds of clients

Preferred Qualifications

  • Experience using a Customer Success Platform (such as Gainsight or Totango)
  • Experience in project management
  • Customer focused attitude and motivated to help
  • Self-starter and extremely detail-oriented

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