At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration - it's one of our core values. An unwavering focus on delivering great customer outcomes is the hallmark of our worldwide Customer Success team.

We are currently looking to hire a Senior Customer Success Manager, to join Hearsay!

In this role, you will drive customer adoption and success within a defined set of customers. You are comfortable at both consulting with and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire, and sell the future of Hearsay to encourage adoption and expansion.

As a trusted advisor and coach, the Senior Customer Success Manager determines how Hearsay's product can be effectively applied to support achievement of a company's strategic business goals. You should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise.

About Hearsay Systems
Founded in 2009, Hearsay Systems is reinventing the human-client experience in financial services. The Hearsay Client Engagement Platform empowers over 200,000 advisors and agents to authentically and intelligently grow business relationships by proactively guiding and capturing the last mile of digital communications. The world's leading financial firms-including Allstate, New York Life, Morgan Stanley, and Charles Schwab-rely on Hearsay's SaaS platform to scale their reach, optimize sales engagements, and deliver exceptional client service in a consistent and compliant manner.

We are a tight-knit and dedicated team that passionately believes in our products, our people, and our culture. Our products help advisors and agents scale personalized customer engagements across social media (Facebook, LinkedIn, Twitter, Instagram), websites, text, and voice.

Hearsay has a globally distributed team with members throughout the US, EMEA, Budapest and Manila and is backed by Sequoia Capital, NewView Capital, and Salesforce Ventures.

About the Role

Develop a trusted advisor relationship with customer project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay solution to be realized
Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Manage Hearsay Social implementations, acting as a central point between the customer, Engineering, and Customer Success
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay roll out and adoption
Disseminate application and vertical best practices
Serve as a coach and trusted advisor to Hearsay customer
With the account team, drive contract renewals and upsells

About You

12+ years relevant work experience, including Saas Customer Success and/or Account Management
Experience with Financial Services and/or Insurance
Social Media savvy and passion
Understanding of how social media drives business value and ROI
Experience delivering highly effective presentations
Excellent presentation, written, and oral communication skills
BA/BS degree

Your Typical Day Might Include:

Meeting with key project owners at our key accounts
Keeping the pulse of your accounts
Being the driving force behind several concurrent implementations
Leading social media training and best practices sessions
Defining adoption and expansion strategies for your customer portfolio
Providing input to the product roadmap based on feedback from customers
Interaction with just about all teams at Hearsay Social -- sales, ENG, marketing, product, data
Travel to customer premises required from time to time

Our Commitment to Diversity and Inclusion: At Hearsay we believe that diverse teams are the best teams. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Summary
Company name: Hearsay Systems
Remote job title: Senior Customer Success Manager
Job tags: Account Management, social media, ROI