Customer Success Manager

Do you find yourself cringing when you see boring linear slide presentations, and find joy in applying visual techniques when building out your own? Do you enjoy teaching others as well, and get excited when someone you coached becomes successful?  Then this role is for you!

The mission of the customer success team at Prezi is to inspire our business customers to better communicate and to discover the power of visual storytelling. Our global customer base use prezi because they aspire to become better presenters and storytellers. Prezi CSMs are guides for our customer’s transformational journey - we are teachers, sellers, advisers, and advocates that build change agents within organizations.

Customer success managers have full ownership over a set of accounts throughout their entire lifecycle, with direct responsibility over onboarding, retention, renewals and expansion. We are looking for individuals who are excited to join our team, and enjoy helping our customers achieve business and personal success by using prezi!

 

Roles and Responsibilities:

 

Customer

  • Manage a book of business accounts
  • Guide new team customers through the onboarding process with Prezi
  • Identify, nurture, and enable prezi advocates. Help identify new use cases in which existing customers could improve their use of Prezi
  • Identify and remove blockers in the customer journey.  Look for trends that can be applied to other accounts
  • Analytical mindset to track points of engagement, and to nurture customers for expansion opportunities and to mitigate churn
  • Work with sales during the pre-sales process to demonstrate value to the customer, and to ensure a smooth handoff process. Continue the value selling process to business users who are added to a team account

Internal

  • As a Prezi product expert, stay on top of all new product releases and enhancements
  • Collaborate with your fellow team members. Look for continuous improvements to procedures and processes which lead to higher efficiency and customer satisfaction
  • You are a vocal customer advocate within the organization, and help our product team understand the needs, pain points, and areas of success for our customers
  • Work with marketing to obtain customer references and case studies. Develop and build new customer assets

 

Minimum qualifications:

  • Familiar with prezi (having used it in the past is a plus), and understands the value of prezi as a presentation tool
  • A creative mind with an eye on design
  • English and French language knowledge is a must have
  • Italian is a nice to have
  • 3+ years of experience working in a customer facing role
  • Curious by nature, and probes to understand their journey and desired business outcomes
  • Excellent written and verbal communication skills.  Uses diplomacy, tact, and poise to navigate through customer issues and concerns
  • Self motivated and proactive team player with innovative ideas to inspire customer loyalty and advocacy
  • Quick on your feet and can adapt to changes/problems as needed
  • Ability to innovate, think creatively & work collaboratively to address problems

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