Customer Success Manager (Remote/Flexible)

Position Title: Customer Success Manager

Location: Virtual, Philippines

Employment Type: Full-Time

Onsite, Remote/Flexible, or Hybrid: Remote/Flexible

Shift: Night Shift (8 PM to 5 AM Philippine Standard Time PST)

Department: Customer Success

Hiring Manager: Director, Customer Success

Travel: Minimal (Up to 5%)

Benefits: Generous leave options, medical and dental insurance, rice allowance, and life and accident insurance. See Benefits section below for more details.

COMPANY SUMMARY:

Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.

Aprimo helps enterprises unleash the power of their content by providing a marketing automation software and digital asset management software that manages the behind-the-scenes activities involved in marketing. Our product allows companies to manage content planning, creation and distribution all in one place, store content and media in a shared repository, and receive in-depth insights into how content performs.

Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.

Named a Leader in Digital Asset Management (DAM) and Marketing Resource Management by Forrester and winner of the 2021 Tech Cares Award for our work with Aprimo HELPS, we build on the power of our people to make an impact both in our industry and in our communities.

POSITION SUMMARY:

As a Mid-Market Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.

WHAT YOU WILL BE RESPONSIBLE FOR:

• Develop an intimate understanding of your customers businesses, conduct health checks
• Represent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviews
• Enlighten our customers with insights gleaned from their own data and industry trends
• Ensure customers get maximum value from Aprimo by leveraging full platform functionality
• Liaison between your customers and all the internal teams
• Handle customer concerns with confidence, putting them at ease
• Develop a network of champions within each account through education, coaching, and strong influencing skills
• Own the customer journey through various stages:

• Onboarding Phase:
• Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.
• Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.

• Adoption Phase:
• Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.
• Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.

• Value Realization Phase:
• Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.
• Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.

• Additional responsibilities and duties as required

CANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE:

The Essentials

• Ability and willingness to work a permanent night shift schedule of 8 PM to 5 AM PST is required.
• Four-year degree required.
• Minimum of 4 years of professional experience in a CSM role in a B2B SaaS Company.
• Excellent verbal and written communication skills (English) is required.
• Solid understanding of marketing technology and SaaS products.
• Excellent communication and interpersonal skills to build strong relationships with customers.
• Proven experience working with US-based customers is highly desired.
• Analytical mindset to interpret data and provide actionable insights.
• Proven ability to foster internal/external relationships, overcome objections and motivate clients.
• Strong problem-solving, communication and client management skills

Additional Successful Qualities

• Willingness to be on camera.
• Excellent organization, planning and project management skills.
• Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule
• Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously
• Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations
• Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment
• Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients needs is imperative
• Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others

APRIMO CULTURE & WHY YOU'LL LOVE WORKING HERE:

• Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic people that are committed to the product and mission here at Aprimo.
• With 5 offices worldwide and teams spread throughout the US, EMEA and Philippines, our multicultural teams work cross-departmentally and across continents and cultures towards a shared goal.
• We offer a diverse environment that promotes DEI efforts, values multiple perspectives and fresh thinking and which includes Aprimo HELPS, an employee resource group (ERG) that is dedicated to giving back to our local communities
• Through its relaxed environment, Aprimo embodies a more casual Silicon Valley atmosphere.
• We have a casual dress code that allows employees to express themselves as individuals and which fosters a creative and free-thinking approach to problem solving and business solutions. And it also allows us to wear hoodies and shorts during internal meetings.
• Flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.
• With flexible work schedules, employees can attend to personal matters, such as stepping away to pick up their children from school or to get a much-needed haircut.
• In a recent internal survey, 89% of staff cited work-life balance as being one of the most rewarding aspects of working at Aprimo!
• Part of the key to our success is that team members are not only successful at collaboration and open communication, but that they are also given a great deal of autonomy and freedom in their own individual roles.
• Our culture is not a micro-managing environment rather, employees are encouraged to be self-starters, to voice new ideas, and to exercise ownership in their individual roles.
• As such, individual team members can leave a lasting impact and footprint within the organization in fact, our average employee tenure is 7.7 years.
• Aprimo employs a choose your own adventure approach to career advancement.
• Staff members are not siloed into roles and for many of our teams there is no set ladder that one needs to climb to achieve growth and promotion.
• Rather, we emphasize an organic approach to career development in which employees can and do frequently transition into newly created roles within their own teams or transition into other departments based on their interests in exploring new skills and responsibilities.
• For additional learning and development, we recently rolled out Udemy, which is an online learning platform that employees have access to and which features over 200,000 courses on a wide variety of business topics.

APRIMO BENEFITS WE OFFER:

• Target Compensation: Annual base salary target of 115,000 PHP to 165,000 PHP depending on job related knowledge, skills, and level of experience. This is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills and abilities, as well as internal equity, alignment with market data, or other law.
• Competitive benefits coverage that begins on the first day of employment
• Generous Leave options: Annual, Sick, & Special Leaves such as Marriage, Paternity, Maternity, and Bereavement
• Medical and Dental Insurance; Eye Refraction; Outpatient medicine coverage
• Employee Assistance Program
• Rice Allowance
• Life and Accident Insurance