Customer Support / Success Manager

About Joveo As the global leader in AI-powered, high-performance recruitment marketing, Joveo is transforming talent attraction and recruitment media buying for the world's largest employers, staffing firms, RPOs, and media agencies. Magazine's List of America's Fastest-Growing Private Companies for three years in a row.

Powering millions of jobs every day, Joveo's data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.

As a Customer Success Manager, you will be involved in the following activities:

Collaborate with the Sales team to gather client requirements and customize solutions.

Relationship Management & Retention Strategies

Develop and execute customer retention strategies, including identifying at-risk accounts and implementing strategies to retain them.

Account Growth

Identify opportunities for upselling or cross-selling additional services and features to meet clients' evolving needs.

Collaborate with the Sales team to renew and expand client contracts.

Customer Support

Provide exceptional customer support, addressing client inquiries and resolving issues promptly and effectively.

Offer training and guidance to clients on using our platform to maximize their hiring efforts.

Data Analysis and Reporting

Monitor and analyze the performance of client campaigns, providing data-driven insights and recommendations for optimization.

Prepare regular reports on key performance metrics to demonstrate value and ROI to clients.

Gather client feedback and insights to help improve our product offerings and user experience.

Customer Success Planning

Develop and execute customer success plans tailored to each client's unique goals and challenges.

Set clear objectives and key performance indicators (KPIs) for success.

Conduct QBRs to discuss campaign performance and present ROI to the clients.

Customer Advocacy & Health Monitoring

Identify satisfied customers who can become advocates for Joveo, helping with testimonials, case studies, and referrals.

Regularly monitor customer health through metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and usage data to proactively address issues.

Collaborate with CSEs and other departments, such as Marketing and Sales, to align messaging and strategies for customer success.

Synthesizes data from diverse sources to identify trends

Presents problem analysis and recommended solutions

Relationship Management

Consistently improves project artifacts

Ensures service delivery aligns with service level agreements

Establishes processes for progress monitoring

Maintains performance despite disappointment or rejection

A BA/BS degree

Hands-on experience as an Account manager/executive and an ability to deliver excellent customer experience

Would prefer a candidate with hands-on experience working with B2B and SaaS Product in HR Tech space.

Work experience of 4-8 years

Solid experience in Excel and MS Office, including pivot tables, and chart-making for

In addition, you should have organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities in a fast paced environment efficiently to meet deadlines

We're an exciting and dynamic startup company with a competitive salary, stock options, and comprehensive benefit package. We celebrate diversity and are committed to creating an inclusive environment for all employees.