Community Success Manager
November 27
Description
• The Community Success Manager (CSM) is responsible for having successful and satisfied customers and to drive revenue for Higher Logic. • The CSM will expand the entire Customer lifecycle, from onboarding to renewals to cross and upsell. • The CSM will foster deep relationships with their customers, understanding their business goals and needs, acting as a customer advocate and delivering solutions and community strategy best practices that meet their challenges. • The CSM drives adoption of the feature and function usage of Higher Logic’s products to gain the most value to their business. • In addition, they proactively assist customers with community management tactics and strategies that enable customers to meet their goals. • The CSM ensures that the Customer renews at the end of their subscription period by cultivating a best-in-class customer experience, while driving solution upgrades, upsells and cross-sells to the customer’s account. • Finally, the CSM will contribute to building Customer Advocacy and impact Higher Logic’s net promoter score [NPS].
Requirements
• Customer first mindset • Ability to build close-long term relationships with Customers • Ability to drive growth: cross sell / up sell • Ability to solve Customer problems before they arise • Ability to effectively propose and implement new and creative ideas that incorporate both software platform features and community best practices • Online community strategy and tactical process implementation knowledge • Knowledge of Higher Logic Vanilla, Higher Logic Vanilla products and services • Strong organization skills to drive multiple, simultaneous projects with the ability to accept additional responsibilities to meet the needs of the business. • Strong analytical and problem-solving skills • Excellent communicator – both verbal and written – with strong public speaking and presentation skills. • Diplomacy, tact, and poise under pressure. • Ability to engage senior-level executives and establish credibility. • Skilled at time management and the ability to multi-task • Must be a self-motivated team player with a positive attitude.
Benefits
• Competitive compensation. • Comprehensive health benefits package. • 401(k) plan with employer match. • Healthcare and dependent-care flexible spending account. • Company short-term and long-term disability insurance. • Company culture that recognizes its employees. • Room for growth and development and management that cares about your professional growth and will help you achieve your goals. • Significant advancement opportunities for outstanding performers.
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