Customer Success Manager - Mid Market at Assembled

San Francisco, California, United States

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$105,000 – $130,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Customer SupportIndustries

Requirements

Relationship building & managing up: Enjoy developing relationships and collaborating effectively with a wide range of constituents (e.g., C-level execs, support agents, engineers), adjusting messaging accordingly
Grit, determination, and tenacity: Ability to push through roadblocks in highly unstructured environments and operate independently
Track record of getting things done: Ability to juggle competing priorities and drive towards outcomes
Strategic thinking while being hands-on: Ability to think strategically while handling detailed, in-the-weeds work

Responsibilities

Manage a portfolio of Mid-Market customers to help them achieve goals on Assembled and drive business outcomes with senior stakeholders
Project-manage customer initiatives with internal & external stakeholders, collaborating cross-functionally (e.g., with product, solutions, sales) to drive results
Proactively monitor and manage customer health by identifying risks and creating success plans for your book of business
Drive high-impact, cross-functional projects such as customer journey maps, business review strategy, training documentation
Be hands-on with the product to ensure customers are fully educated on leveraging Assembled to achieve goals and maximize ROI
Drive customer renewals and mitigate churn within your book of business
Identify and execute on areas of growth and expansion in your portfolio of customers
Conduct regular Business Reviews and end-user trainings for customers across the globe
Serve as the Voice of Customer internally to prioritize feedback on the roadmap, improve product, develop go-to-market playbooks, and enhance operational processes

Skills

Customer Success

Account Management

Stakeholder Management

Renewal Management

Account Expansion

Voice of Customer

Cross-functional Collaboration

ROI Optimization

Best Practices Consulting

Post-sales Support

Assembled

Optimizes workforce management for customer support

About Assembled

Assembled optimizes workforce management for customer support teams by providing a platform that enhances the efficiency of service operations. The platform includes features like advanced scheduling, real-time monitoring, and data analytics, which help businesses manage their customer service more effectively. It serves a range of clients, from small businesses to large corporations, by using artificial intelligence and automation to improve team performance. Key features include adherence reports that track agent schedules and real-time performance data to maintain high service uptime. Assembled operates on a subscription-based model, allowing clients to access its tools for a recurring fee, which supports ongoing updates and improvements. The main goal of Assembled is to reduce operational costs, boost agent productivity, and enhance customer satisfaction by ensuring that support teams are optimally staffed and managed.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$68.8MTotal Funding

SERIES_BCompany Stage

Enterprise Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Competitive compensation and equity package

Insurance coverage

401(k)

CSA Credit

Stipend for use at any Assembled customer

Professional development stipend

Wellness stipend

Risks

Competition from CRM giants like Salesforce may threaten market share.

Rapid AI advancements require continuous innovation, straining resources.

Economic downturns could reduce client spending on workforce management tools.

Differentiation

Assembled offers AI-driven workforce management tailored for customer support teams.

The platform integrates seamlessly with tools like Google Calendar and Slack.

Assembled provides real-time data analytics for optimizing customer support operations.

Upsides

Raised $51M in Series B funding for product development and innovation.

Increased demand for remote work solutions aligns with Assembled's capabilities.

Growing need for omnichannel support enhances Assembled's market relevance.

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