Associate Customer Success Manager - Vancouver, Canada - Lever

Description

Lever was founded nine years ago to tackle the most strategic challenge that companies face: how to recruit and hire top talent.

We're building the next generation of hiring software that companies like Netflix, Atlassian, KPMG, and McGraw-Hill Education rely on to grow their teams.

We've rethought the talent acquisition paradigm and are the innovation leaders in our space and looking for the right people to join us as we scale.

We're extraordinarily proud of the company we've built so far (not to mention humbled to be recognized as the #1 place to work in San Francisco, as well as a top workplace in the entire United States).

As Lever continues to grow, our Account Managers (or, as we like to call them internally, Associate Customer Success Managers), ensure success with their customers and drive growth within their portfolios.

They do this by adding value with every interaction and by representing the voice of the customer internally at Lever.

• Quota carrying background with a track record of overachievement Experience managing a highvolume account portfolio (200+ accounts/ year)
• Comfort in facilitating meetings with customer stakeholders of various levels of professional seniority
• Ability to accurately forecast renewal pricing, timing, and risks in real time
• Operate with a high degree of autonomy. You are the CEO of your book of business Highly organized with strong project management skills and diligent attention to detail
• Resourceful and solutionsoriented mindset
• Team player who takes initiative to improve the way our team operates
• Comfort in ambiguity and history of thriving in a rapidly changing environment
• Highly developed sense of customer, teammate, and crossfunctional empathy

• Complete Ramp Camp, our onboarding program designed to get you up to speed on our business, vision and team and gain an understanding about how your role fits into Lever's broader organization
• Learn Lever's customer sales process including gotomarket messaging, key differentiators, and segmentspecific value propositions
• Learn how to best work with our crossfunctional teams and bring together different skill sets in support of a common customer goal
• Convey the value proposition for Lever products, technical support, and other services
• Effectively use the software and sources of information CSMs use regularly to work with customers
• Understand the escalation path to appropriately handle support issues and customer concerns
• Within 6 weeks, successfully complete certification for the following areas: Product, Visual Insights Reporting, and
• Advanced Analytics Reporting

• After the successful completion of the various certifications, have the confidence to advise, influence, and help customers with the adoption of best practices recommendations that align Lever's products and solutions with the achievement of their unique recruitment and hiring goals
• Present and deliver a unique starter project to the entire CXS Department that will enable you to learn more about your cross functional team members as well as solve a real business problem Lever faces
• Lead pricing strategy and negotiations for ~75 renewals each quarter
• Identify the current hiring practices and internal business goals of your customer accounts
• Own your quota by consistently achieving your logo retention & netretention targets
• Use all customer conversations, available tools, and data sources to research important details about existing customers (companies' latest venture capital funding, hiring goals, stakeholders, adoption and success metrics/criteria, etc.)
• Effectively communicate the product roadmap and new product releases to customers
• Understand the contractual language of all your customers and where we need to "shore up" existing contracts to ensure ongoing success for Lever
• Learn to perform and document account health audits in preparation to communicate recommendations back to customers to ensure they're maximizing Lever's impact
• Educate customers on the value they are receiving from Lever's products and why the solutions we provide are essential to their continued recruitment and hiring successes
• Build credibility and trust with our customers by taking a disciplined approach to project management within your accounts and prioritization of your workload in order to deliver on your commitments and meet deadlines
• Partner crossfunctionally with the New Business Sales, Implementation, Support, and Professional Services functions to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as their consistent point of contact in order to deliver a seamless, highquality customer experience
• Be proactive in strategic pla