Covideo is seeking a Customer Success Manager (CSM) to join our growing company. The CSM is responsible for managing customer relationships, ensuring customer satisfaction, and driving the successful adoption and optimization of Covideo across customer accounts. As a CSM, you will be the lead point of contact for customer account management, from implementation through to ongoing engagement, with increasing responsibilities based on your level. CSMs ensure the successful delivery of our solutions and identify opportunities to grow and retain customer accounts.

***This is a hybrid role based out of our office in Indianapolis.

Key Responsibilities:

Launching Accounts:

• Launch accounts for groups with multiple stores, serve as the lead point of contact for all customer account management matters, and oversee the implementation process.
• Educate clients on new features, software updates, and best practices, providing training and resources to help them optimize their use of Covideo.

Strategic Account Management & Proactive Engagements:

Relationship Continuity:

• Conduct regular outbound "health check" calls and virtual meetings to maintain consistent touchpoints with key stakeholders and decision-makers.

Business Value Reviews:

• Lead periodic account reviews to discuss ROI, align Covideo’s features with the client’s evolving business objectives, and ensure long-term partnership value.

Consultative Advocacy:

• Act as a trusted advisor, developing a deep understanding of clients' business needs to foster long-term loyalty and platform integration.

Proactive Usage Monitoring:

• Analyze customer usage and performance metrics to preemptively reach out before usage dips, providing tailored recommendations to drive engagement.

Strategic Relationship Mapping:

• Navigate client organizations to build rapport with new department heads or influencers, ensuring account stability despite client-side turnover.

Responsive Account Support:

• Manage incoming "ad hoc" requests and service needs efficiently, utilizing them as opportunities to further educate the client and strengthen the relationship.

Low Usage Account Recovery:

• Recover low-usage accounts by identifying issues, re-engaging with customers, and driving increased usage.

Sales and Revenue Generation:

• Identify and pursue new business opportunities within existing accounts, upselling and cross-selling additional software products or services.

ChurnZero & Salesforce Task Compliance:

• Log all customer activity and complete ChurnZero & Salesforce tasks in a timely manner, ensuring the integrity of account data and consistent task completion.

Technical Skills:

Digital Workspace Tools:

• Microsoft Office/Google Workspace: Proficiency in tools such as Excel, Word, PowerPoint, Google Sheets, and Google Docs.

SaaS Understanding:

• Strong Understanding of SaaS products, subscription models, cloud-based services, and key industry trends

Salesforce Proficiency:

• Experience with CRM tools and a strong proficiency with Salesforce, including customization and optimization experience.

Data Analysis & Reporting:

• Ability to analyze customer data, usage patterns, and metrics to drive insights and actions.

Product Knowledge:

• In-depth understanding of the product's features and functionalities.

Technical Troubleshooting:

• Troubleshooting skills for customer issues

Interpersonal Skills:

Team Collaboration:

• Ability to work collaboratively with colleagues across different departments.

Communication Skills:

• Strong verbal and written communication abilities to interact effectively with customers and internal teams.

Relationship Building:

• Ability to build and maintain strong relationships with customers, understanding their needs and acting as a trusted advisor.

Customer Service Orientation:

• Commitment to delivering exceptional customer service.

Empathy:

• Deep understanding and empathy for customer concerns and challenges, ensuring their needs are met.

Organizational Skills:

Time Management:

• Effective management of multiple tasks to ensure timely responses and project completion.

Attention to Detail:

• Ensuring accuracy in customer data, communications, and reporting.
• Project Management:
• Project management skills for customer onboarding and tracking progress.

Problem Solving Skills:

Critical Thinking:

• Ability to think critically about customer issues and develop practical and innovative solutions

Adaptability:

• Flexibility to adapt to changing customer needs and company processes.

Conflict Resolution:

• Skills to handle difficult customer interactions and resolve conflicts effectively.

Sales & Marketing Skills:

Upselling & Cross-Selling:

• Identifying opportunities to upsell or cross-sell additional products or features, and renewal strategies to grow revenue

Product Demos/Training:

• Conduct effective product demonstrations and training sessions for new and existing users.
• Customer Retention: Utilize strategies and techniques to maintain high customer retention
• rates.

Education & Experience:

• Educational Background: Typically, a bachelor’s degree in business, marketing, communications, or a related field.
• Relevant Experience: Experience in account management or customer success, preferably within the SaaS industry.

Benefits:

• 401k plan with matching
• Comprehensive health insurance (including vision and dental)
• Flexible PTO
• Casual dress code
• Breakfast bar, snacks, beverages
• Dog-friendly

About Us:

Covideo is a video messaging SaaS company based in Indianapolis, Indiana. With an emphasis on personalization and personal connection, Covideo is helping people reimagine business communication.

• We believe in the power of personalization and personal connection
• We are absolutely obsessed with helping our users succeed
• We believe in the things we can control - like our attitudes, our efforts, and our energies.
• We are a motley crew of extreme introverts and extroverts
• We don’t always agree on what music to play, but we always agree on Happy Hour
• We are into high fives and h*ll yeah’s
• We love dogs (a lot)

Covideo has also been the recipient of multiple PowderKeg Awards:

*Powderkeg’s 2019 Indiana Breakout Tech Culture Award WINNER: Health & Balance category

*Tech Companies With the Best Benefits

*Best Remote Companies to Work For

*Top Tech Companies

*Tech Companies With the Best Work-Life Balance

*Top SaaS Companies

*Best Tech Companies to Work For

*2023 Winner of the Indianapolis Star’s Top Workplaces Award and special award for Best Work/Life Flexibility!