Ombud
Transforming sales content into expertise

Customer Success Manager

Ombud
Customer Success Manager
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Location
Denver, CO
Salary Range
$50K - $80K
Department
Sales
Posted
September 23, 2021
Markets
Software
Hiring Contact
LinkedIn

Ombud is looking for a full-time Customer Success Manager to join our team to support the life cycle of customers. You will be responsible for onboarding new customers, managing the on-going needs of customers, as well as manage the renewal process for your book of business. You should be a true customer advocate, able to quickly establish credibility and build strong relationships

What You’ll Do:

  • Embrace and uphold Ombud’s core values: Make an Impact, Embrace Intellectual Curiosity, Innovate, Be Authentic, Be Bold
  • Successfully transition new customers from Sales to Customer Success by project managing the new customer’s implementation.
  • Conduct Quarterly & Annual Business Reviews to measure and monitor customers’ goals and success metrics.
  • Be a product expert to drive adoption, and conduct new user trainings.
  • Build and own relationships with key individuals and executive sponsors to establish yourself as an Ombud expert and trusted/ strategic advisor.
  • At all times, promote end user satisfaction with our product and services.
  • Reach account benchmarks according to mutual success plans to ensure customers realize the value of Ombud
  • Manage customer data migrations and technology integrations
  • Manage escalated support queries
  • Demonstrate a sense of urgency with customer matters

Support Retention and Growth of Ombud clients:

  • Own the commercial relationship for existing customers.
  • Look for expansion opportunities (cross-sell, up-sell) and leverage your manager to help bring these opportunities to close.
  • Manage end-to-end account renewals alongside your manager or team-lead.
    • Develop and Analyze Renewal proposals with metrics and pricing for approval by management.
  • Strive for goal of 110% NRR with your book of business every quarter.
    • NRR comes from renewals, cross-sells and up-sells.
      About You:
  • 2-5 years in a customer-facing role,customer success and/or account management experience preferred
  • Ability to distill and articulate complex product functionality
  • Competitive spirit with a strong desire to exceed the norm
  • Exceptional written and verbal communication skills
  • Ability to independently manage multiple priorities, often under time constraints, and with changing requirements
  • Able to adapt and thrive with change
  • Bachelor’s degree preferred
    The Intangibles:

Intellectual curiosity
Explore the world. Nearly everything is really interesting if you go into it deeply enough.”
– Richard Feynman

Perseverance
“I have not failed. I've just found 10,000 ways that won't work.”
– Thomas Edison


Comfortable with ambiguity
“The test of a first-rate intelligence is the ability to hold two opposed ideas in mind at the same time and still retain the ability to function.”
– F. Scott Fitzgerald


Desire to build something that matters
“The only rewarding thing for me is to bring to light information that no one knows.”
– Dorothy Porter

What Ombud Offers You:

  • A culture that fosters career development and values working together as a team
  • Employee Stock Option Plan – Our employees are owners
  • Full Benefits, including: Healthcare, Dental, Vision, 401(k), Paid Leave, Sabbatical

*About Ombud: *Customers rely on Ombud to automate the content-centric activities in their sales processes. Our platform combines content collaboration, project management, and machine learning to streamline the creation of sales documents like RFP responses, security questionnaires, sales proposals, statements of work, and much more. Industry innovators such as Kronos, Zendesk, Ping Identity, Instructure, LogMeIn, Adobe, and Cloudera leverage Ombud as a force multiplier within their revenue teams to drive efficiency, boost collaboration, and grow their businesses.
Ombud is proud to be an equal opportunity employer. All employment decisions at Ombud are based on merit, competence, and business need. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, ancestry, national origin, genetic information, disability, marital status, military service, or any other status protected under federal, state or local law. We are committed to building a diverse team and fostering an inclusive and entrepreneurial work environment.

Annual Pay: Salary $50,000.00 - $80,000.00 + Bonus

About The Company

Ombud
Transforming sales content into expertise

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