Customer Success Manager - Strategic Accounts at Assembled

San Francisco, California, United States

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$130,000 – $170,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Relationship building & managing up: Ability to develop relationships and collaborate effectively with a wide range of constituents (e.g., C-level execs, support agents, engineers), adjusting messaging accordingly
Persistence: Grit, determination, and tenacity to push through roadblocks in highly unstructured environments
Proven execution: Track record of getting things done, juggling competing priorities, driving outcomes, and keeping stakeholders updated
Strategic and tactical thinking: Ability to identify key trends and insights from customer conversations and the market to inform go-to-market and product strategies
Growth mindset: Willingness to try new things, embrace failure, and thrive on feedback
Value identification: Ability to parse through noise to determine key value opportunities

Responsibilities

Account manage a portfolio of strategic customers to help them achieve goals on the Assembled Platform (WFM and Assist AI) and drive business outcomes with senior stakeholders
Project-manage customer initiatives with internal and external stakeholders, collaborating cross-functionally (e.g., with product, sales, partnerships) to drive results
Actively gather and communicate customer feedback/learnings to product and engineering teams, identifying top challenges to shape product improvements
Drive retention efforts: Identify upsell opportunities, lead renewal negotiations, and own churn mitigation
Lead strategic initiatives to improve Customer team processes, such as using data to identify churn risk/expansion opportunities and designing playbooks for retention and product adoption
Maintain and build systems for metrics tracking, operational cadence, and proactive/prescriptive customer engagement
Work with Solutions, AI Deployment Strategists, and Technical Support to drive successful customer outcomes and feature adoption across the customer lifecycle

Skills

Customer Success

Account Management

Stakeholder Management

Project Management

ROI Maximization

Customer Expansion

Voice of Customer

Workforce Management

AI Tools

Cross-functional Collaboration

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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