Who We Are:
At TruVideo, we’re on a mission to solve the age-old problem of trust. Our groundbreaking SaaS technology and data analytics, together with our innovations in machine learning, empower our clients to engage their customers clearly and transparently.
TruVideo is in extreme growth mode. Our culture is based on transparency and teamwork. TruVideo employees love to collaborate and innovate. We know that the happiest and highest-performing teams include diverse perspectives that encourage new solutions. We strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their whole, authentic selves to work.
If you’re ready to work on unrivaled technology with a team that thrives on transparent internal and external communication, let’s talk.
About The Role:
The Customer Success Manager (CSM) will be responsible for building long-term relationships with our customers, improving their customer experience, driving new revenue opportunities, and ultimately ensuring success on the TruVideo platform. The CSM will serve as the primary point of contact for these customers during and post-installation. The CSM will share information, provide support, identify training opportunities, drive product adoption, and gather feedback on the TruVideo product and service offerings. This role requires a highly organized, dynamic, and responsive individual who can wear the hats of a project manager, a technical and strategic advisor, a relationship builder, and an account manager. The ideal candidate cares deeply about delivering a fantastic customer experience.
- Define key metrics and goals for success with customers; monitor and review progress, and revise as needed
- Prepare and run regular customer meetings, including tactical check-ins and strategic business reviews
- Manage and grow a revenue base with existing customers
- Anticipate customers' needs and proactively reach out to discuss opportunities that may help customers achieve goals
- Coordinate demonstrations and training of products & services that fit customer needs
- Address non-technical requests, resolve simple product issues, or address simple product-related questions through available resources such as the Knowledge Database, product documentation, and previous customer cases
- Communicate bugs effectively to the development team
- Document best practices, maintain how-to articles, and develop customer success standard operating procedures
- Communicate common issues to the Product team
- Update the TruVideo knowledge base with current solutions
- Interface with sales and product teams to support client requests and development needs
- Provide regular reporting to senior management on customer activity
- Develop and implement plans to provide proactive guidance/communication, i.e., outages, critical failures, etc.
- Identify opportunities for follow-up on sales and training
- Work within ChurnZero to communicate with customers
Minimum Requirements and Qualifications:
- Bachelor’s degree or an equivalent combination of training and experience
- 1-2 years of experience in a client-facing role (customer success a bonus)
- Excellent written and oral communication skills
- Self-starter, an entrepreneurial mindset, and a bias towards action
- Ability to collaborate well between teams
- Experience with ChurnZero or similar platforms is a bonus
- Strong attention to detail
- Strong organizational skills
- Strong time management skills
- Presence to lead executive-level meetings
- Ability to bring new ideas and help build more efficient processes
- Ability to learn new concepts quickly
- Energy, humor, compassion, and enthusiasm
Benefits of Working at TruVideo:
- Comprehensive health, dental and vision insurance
- Wellness programs including virtual health, online mental health, and healthcare advocacy
- Generous time off
- 401K matching policy
- Flexible and casual work environment
- We offer a hybrid of office and remote arrangements
- Periodic team lunches and social events
Pay: $60,000.00 - $80,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Wellesley, MA 02482
