ON24

Customer Success Manager - Enterprise

ON24

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $100,000 - $110,000 per year

Job Level

JuniorMid-Level

About the role

  • 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 KPIs
  • 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 Onboard ing & 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)

Requirements

  • At least 2 years of work experience in Customer Success Management
  • A bachelor20 9s 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
  • 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