Senior Customer Success Manager

Alchemer; Louisville (KY); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Disability coverage

401(k) with match

Unlimited time off

Twelve paid holidays

Job summary

Alchemer, Louisville, KY, is seeking an Account Manager to nurture and expand strategic customer relationships across onboarding, value realization, and renewals. You will own the renewals cycle, guide customers on pricing, and forecast renewals, while maintaining a health dashboard to track utilization, adoption, governance, business impact and satisfaction.

The role requires 2+ years in account management or customer success, plus experience with Fortune 1000 clients and a proven quota track

Qualifications

• 2+ years in Account Management, Customer Success, or equivalent history of increasing satisfaction and retention.
• Domain knowledge in customer experience or business process automation, with strong operations or survey tools preferred.
• Experience with Fortune 1000 customers, consultative problem solving, and crafting business cases.
• Track record for meeting or exceeding quota through upselling and renewals.
• Ability to manage multiple projects with high attention to detail.
• Outstanding presentation skills to represent our solution with energy and depth.

Responsibilities

• Maintain, nurture, and support a subset of Alchemer customers through onboarding, value, and renewals.
• Own renewals cycle, guide customers through pricing, onboarding, and forecast renewals.
• Maintain a customer health dashboard with utilization, adoption, governance, business impact, and satisfaction metrics.
• Develop best practices to drive adoption of Alchemer’s products across customer organizations.
• Establish a trusted advisor relationship and provide value throughout the partnership.
• Identify workflow and customer experience improvements and advise on change management.
• Plan and deliver program and executive business reviews.
• Ensure high customer satisfaction and retention, maximize opportunities for new products in the installed base.
• Identify and support expansion opportunities in collaboration with Sales.

Skills

Account Management

Customer Success

Fortune 1000 experience

Quota attainment

Project management

Presentation skills

Job description

Who You Are

Be Curious

We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation - and helps us build better solutions.

Customer First

We put people at the center of what we do - listening with care, acting with empathy, and going the extra mile to support those we serve. Customer First means understanding the needs of anyone we impact - whether that’s a customer, a coworker, or an end user - and doing right by them.

Own the Outcome

We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on our commitments, and hold ourselves accountable - because each of us is empowered to make an impact.

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 205 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

How you will spend your days as an Account Manager:

• Maintain, nurture, support a subset of Alchemer customers through all phases of the customer lifecycle, from on boarding, through building value and renewals.

• Own the renewals cycle, proactively alerting customers to contract status, guiding them through the renewal process, including pricing, and new user onboarding, and forecast renewal bookings.

• Maintaina customer health dashboard, giving the company insight into key measurements of (1) utilization, (2) adoption, (3) program governance, (4) business impact, and (5) customer satisfaction.

• Developbest practicesfor customers that move these measurements in the right direction, consulting with key customers to encourage adoption ofAlchemer’sproductsacross multiple parts of the customers’ business.

• Establish a trusted and strategic advisor relationship with your customers, building a customized customer program and providing value throughout the partnership.

• Proactively identifyworkflow and customerexperience improvements, consult on change management practices, deploy the program to a successively broader audience of stakeholders.

• Plan and deliver program and executive business reviews.

• Ensure our customers are fully satisfied, sustain our exceptional customer retention rate, and maximize the sales opportunity for new products into our installed base.

• Identifyand supportexpansion opportunities, partnering with Sales to successfully close such opportunities.

What you bring to this role:

• 2+ years of prior experience in Account Management, Customer Success, or equivalent history of increasing customer satisfaction, adoption, and retention in a customer-facing role.
• Domain knowledge incustomerexperienceorbusiness process automation,with strong operations, workflow,and/or internal and external customer survey toolspreferred.
• Experience working with teams at Fortune 1000 customers, consultatively identifying customer problems, and digging deep to find the root cause ofissues andcrafting solutions to customers’ business case.
• A track record for meeting or exceeding quota through upselling and customer renewals.
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
• Outstanding presentation skills that will represent our solution with energy and depth.

Compensation for this position includes an annual base salary of $90,000, annual commission potential of up to $30,000.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we’re committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we’re increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply.

Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!