Position Title: Customer Success Manager
Location: Virtual, Philippines
Employment Type: Full-Time
Onsite, Remote/Flexible, or Hybrid: Remote/Flexible
Shift: Night Shift (8 PM to 5 AM Philippine Standard Time PST)
Department: Technical Services
Hiring Manager: Services Delivery Director, APAC
Travel: None
Benefits: Generous leave options, medical and dental insurance, rice allowance, and life and accident insurance. See Benefits section below for more details.
COMPANY SUMMARY: Here at Aprimo, our mission is to empower the marketing organizations of today to build the brands of tomorrow. Aprimo is a pioneer of the marketing resource and digital asset management space, and we deliver an innovative, industry-leading SaaS solution that changes the way companies like AT&T, National Park Foundation, Laborie, and Bank of America work, create, collaborate, and learn in order to deliver exceptional brand experiences at scale.
Founded in 1998, Aprimo has five offices internationally, including Chicago headquarters, and offers a flexible work-from-home/remote-work policy.
POSITION SUMMARY: As a Mid-Market Customer Success Manager (CSM) at our SaaS company, you will play a vital role in ensuring our customers succeed and derive maximum value from our product. You will guide customers through their entire journey, from onboarding to adoption and value realization phases. By understanding their needs, you will act as a trusted advisor, ensuring they fully leverage our platform's capabilities to meet their marketing objectives.
WHAT YOU WILL BE RESPONSIBLE FOR: Develop an intimate understanding of your customers' businesses, conduct health checksRepresent to our customers as a trusted advisor, advocate and marketing thought leader/subject-matter-expert, conduct regular executive business reviewsEnlighten our customers with insights gleaned from their own data and industry trendsEnsure customers get maximum value from Aprimo by leveraging full platform functionalityLiaison between your customers and all the internal teamsHandle customer concerns with confidence, putting them at easeDevelop a network of champions within each account through education, coaching, and strong influencing skillsOwn the customer journey through various stages:Onboarding Phase:Work closely with the Onboarding Specialist and lead the onboarding process for new customers, ensuring our platform's smooth and efficient implementation into their marketing ecosystem.Work closely with the Account Executive (AE) to ensure a seamless handoff from the sales process to post-sales onboarding.Adoption Phase:Monitor and analyze customer usage patterns and behavior to identify increased adoption and engagement opportunities with our product.Proactively provide guidance and support to customers to drive adoption and help them integrate our solution into their marketing strategies.Value Realization Phase:Collaborate with customers to understand their business goals and provide strategic insights to help them achieve measurable results using our product.Conduct regular business reviews with key stakeholders, highlighting the value and ROI delivered by our solution.Additional responsibilities and duties as requiredCANDIDATE QUALIFICATIONS & WHY YOU'RE A GREAT FIT FOR THE ROLE: The Essentials:Ability and willingness to work a permanent night shift schedule of 8 PM to 5 AM PST is required.Four-year degree required.Minimum of 4 years' experience demonstrable experience in a CSM role in a B2B SaaS Company.Excellent verbal and written communication skills (English) is required.Solid understanding of marketing technology and SaaS products.Excellent communication and interpersonal skills to build strong relationships with customers.Proven experience working with US based customers is highly desired.Analytical mindset to interpret data and provide actionable insights.Proven ability to foster internal/external relationships, overcome objections and motivate clients.Strong problem-solving, communication and client management skills.Additional Successful Qualities:Willingness to be on Camera.Excellent organization, planning and project management skills.Ability to schedule, manage and liaise daily touchpoints with Customer and Internal resources on a US/EMEA work schedule.Must be an independent self-starter possessing excellent time management skills and be able to manage multiple clients simultaneously.Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations.Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative.Able to build collaborative relationships with supervisors and peers; able to delegate responsibilities with ease; able to provide constructive feedback and praise; able to understand and educate others.APRIMO CULTURE & WHY YOU'LL LOVE WORKING HERE: Aprimo offers a forward-thinking, progressive and employee-first culture that is based in both collaboration and flexibility with team members who are friendly, intelligent and enthusiastic.Flexible work schedules and all positions allowing for either entirely remote or hybrid working arrangements create a deeply rewarding work-life balance.Part of the key to our success is that team members are not only successful at collaboration and open communication, but that they are also given a great deal of autonomy and freedom in their own individual roles.Aprimo employs a "choose your own adventure" approach to career advancement.Ranked #1 in AI Metadata & Search by Forrester, Aprimo sits on the cutting-edge of technology and is paving new paths forward by incorporating AI (artificial intelligence) into our product offerings.APRIMO BENEFITS WE OFFER: Compensation is comprised of a base salary and incentive structure.Competitive benefits coverage that begins on the first day of employment.PHYSICAL REQUIREMENTS: Must be able to remain in stationary position, often standing or sitting for prolonged periods and performing sedentary work that primarily involves sitting/standing.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc.EEO STATEMENT: Aprimo provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identification, national origin, age, disability or genetics.
ADA STATEMENT: Aprimo is required to make a reasonable accommodation to the known disability of a qualified applicant or employee if it would not impose an "undue hardship" on the operation of the employer's business.
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