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.
Role Overview:
Customer Success Managers (CSMs) are responsible for the relationship between ON24 and our customers. This role is responsible for supporting our customers through their entire customer journey, from onboarding to adoption, supporting successful outcomes that drive ROI for our customers. An ON24 Customer Success Manager will support adoption across our entire suite of products, including Elite, Go Live, Engagement Hub and Virtual Conference. This is a role which requires an organized individual, who is comfortable interfacing with clients both virtually and in person, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.
ON24 has offices globally. This role will site in Sydney, Australia or Singapore.
Responsibilities:
- Act as a trusted advisor to the end users and their management to drive product adoption and ensure they leverage the ON24 solution to achieve agreed operational priorities, leading to full business value.
- Maintain healthy customer engagement levels, including monthly nurture campaigns, quarterly business reviews, semi-annual executive business reviews and as needed roadmaps, workshops and adoption focused meetings.
- Through the customer engagements, identify risks to adoption and/or opportunities for the introduction of new solutions that will help our customers drive their stipulated business outcomes and realize success and deliver against stated KPI’s.
- Conduct frequent reviews of account analytics and trends to determine customer satisfaction and risks.
- Successfully execute client engagements and act as client point-of-contact for project related needs, coordinating as necessary with our partners in the professional services and platform support arms of the broader ON24 Global Customer Experience organization.
- Must be able to consistently meet project timelines and ensure client expectations are met and exceeded
- Partner with Account Manager and Account Executives to identify upsell, cross-sell opportunities, as well assist in supporting and securing the renewal of accounts
- Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results
- Document all communication with users and accounts accurately and in a timely manner via system tools.
Skills & Experience:
- At least 5 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
- The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
- 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
- Professional experience with Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce
Highly Desired Experience:
- Marketing background or understanding of key demand generation use cases.
- SaaS experience in the digital engagement and/or webinar space.
- Must be prepared to work occasional non-standard hours and occasional travel
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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