SilkRoad is a great company....

We are seeking energetic and motivated professionals to join our growing Customer Success Management team. Our Customer Success Managers (CSMs) work directly with our customers to support our post-sales customer lifecycle as it relates to customer adoption, on-going support, optimization, and expansion. CSMs are the customer’s point person for all program-related inquiries, building trusted advisor relationships with all relevant stakeholders. CSMs have a strong understanding of our customers’ business objectives and the ability to identify and articulate how our solution supports achievement of customers’ strategic business goals.  

The ideal candidate will have the highest caliber customer program management skills. S/he manages the customer experience across our customer base, meeting agreed retention and usage targets. S/He is an excellent presenter and creative thinker with the ability to troubleshoot issues quickly and effectively. The successful candidate must have excellent interpersonal skills, possess excellent written and verbal communication skills, be extremely well-organized and analytical with an ability to work well under pressure. S/He must be a strong team player as well as a proactive individual contributor.

Responsibilities:

• Drive seamless customer onboarding processes
• Work closely with our sales, services and support teams to proactively manage each customer’s successful deployment 
• Develop and implement tailored programs that provide continued value to the customer and drive long-term account growth 
• Drive and execute customer renewals, including proactively identify and prioritize accounts focusing efforts according to perceived risk, potential growth, strategic value, and (renewal) timeframe 
• Closely monitor adoption rates of assigned accounts; provide insight into customers use case studies
• Work collaboratively with marketing team on building customer references
• Create and contribute to thought leadership content 
• Make our customers successful!  

Experience:

– Sound understanding of traditional and emerging marketing principles
– Outstanding communication skills
– Excellent writing and graphic arts skills
– Organized
– Self-starter who works with minimal supervision
– Fast learner
– Attention to detail and follow-through
– Strong team player
– Ability to thrive in a fast-paced environment and manage multiple projects simultaneously
– Fluency with MS Office programs (Word, PowerPoint, Excel) and some familiarity with Adobe products, including InDesign, Illustrator, Photoshop, Premier, Acrobat
– Basic understanding of Salesforce

Education:

– Undergraduate degree in marketing, business, communication, administration or related fields
– Some scientific or technical coursework or experience, ideally in biology, chemistry or engineering preferred

All your information will be kept confidential according to EEO guidelines.