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Customer Success Manager
TLDR
Customer Success Managers at ON24 drive product adoption and ensure effective enablement of the company's platform across various client engagements and projects.
ON24 is on a mission to help businesses bring their go-to-market strategy into the AI era and drive cost-effective revenue growth. Through its leading intelligent engagement platform, ON24 enables customers to combine best-in-class experiences with personalization and content, to capture and act on connected insights at scale.
ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has a wide global footprint with offices in key regions, including London, Singapore and Sydney. For more information, please visit www.ON24.com.
ON24 provides industry-leading companies, including 3 of the 5 largest global technology companies, 3 of the 5 top global asset management firms, 3 of the 5 largest global healthcare companies and 3 of the 5 largest global industrial companies, with a valuable source of first-party data to drive sales and marketing innovation, improve efficiency and increase business results. Headquartered in San Francisco, ON24 has a wide global footprint with offices in key regions, including London, Singapore and Sydney. For more information, please visit www.ON24.com.
Role Overview:
Customer Success Managers (CSMs) are responsible for the relationship between ON24 and subscribing customers across our entire platform suite. This role is responsible for the effective enablement that leads to successful adoption of the ON24 solution. This is a role which requires an organized individual, who is comfortable interfacing with clients, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.
Primary Responsibilities
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
- Conduct frequent reviews with accounts to determine customer satisfaction, risk, and drive KPI’s
- Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
- Act as client point-of-contact to ensure successful execute of all client engagements.
- Consistently meet project timelines and ensure client expectations are exceeded
- Partner with the ON24 Onboarding & Launch teams to ensure new customers hit key milestones.
- Assist with contract renewals, including identifying risk, deploying save plays, consulting on commercial conversations to help scope most viable solution set for upcoming renewal. This role could also include writing and processing renewal contracts.
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to improve operational processes and act as voice of the customer with those teams to drive better customer results.
- Document all communication with users and accounts accurately and in a timely manner via system tools.
- Ensure customer’s have ongoing guidance and access to the supporting tools ON24 hosts to support enablement including; client training portal, knowledge center, platform support ticketing system (chat, email and phone).
Essential Experience
- At least 2 years of work experience in Customer Success Management
- A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
Essential Skills
- The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
- Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce
- Excellent organizational, planning, and communication skills
- Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented
- Proven ability to collaborate and build strong relationships with customers especially at the Executive level
Perks & Benefits:
- Health benefits designed to fit the needs of you and your family — including medical, dental, and vision plans
- Unlimited PTO policy and wellness days to log off and recharge
- 11 paid company holidays for US-based employees + 1 Floating Holiday + 2 Floating Wellness days
- Employee Stock Purchase Plan
- 401K Plan with employer match
- Reimbursements covering home office expenses and cell phone use
- Fitness and wellness perks including discounted memberships with 24 Hour Fitness
The base pay range for this position is $90,000 - $100,000. This range is not a guarantee of actual compensation that may be earned nor a promise of any specific pay for any specific employee, which is always dependent on relevant experience, education, skills, location, and other applicable factors.
EEOC:
ON24 is proud to be an equal employment opportunities (EEO) workplace to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ON24 complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Pursuant to the San Francisco Fair Chance Ordinance, ON24 will consider for employment qualified applicants with arrest and conviction records
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Benefits
Health Insurance
Health benefits designed to fit the needs of you and your family — including medical, dental, and vision plans
Home office reimbursements
Reimbursements covering home office expenses and cell phone use
Paid Time Off
Unlimited PTO policy and wellness days to log off and recharge
Fitness benefits
Fitness and wellness perks including discounted memberships with 24 Hour Fitness
ON24 builds an intelligent engagement platform that empowers businesses to modernize their go-to-market strategies and achieve cost-effective revenue growth. Targeting companies looking to leverage AI capabilities, ON24 stands out by integrating advanced technology into user engagement processes.
Customer Success Manager