Austin, Texas
Customer Success Manager Job Opening in Austin, Texas - ABOUT AUNT BERTHA - Austin, TX. People looking for help should be able to find it in seconds. Aunt Bertha exists to connect all people in need with the programs that can help them (with dignity and ease). Our SaaS platform allows case managers, social workers, member advocates, nurses, doctors, and other frontline staff to quickly find free and reduced cost social programs for those they are caring for. That helps those in need while helping to reduce the cost of care for everyone.
We are a venture-backed company, most recently being supported by Techstars Ventures in May 2016. We are looking for people who are driven to make the world a drastically better place (and get paid to do so) and want to join our small group of thoughtful, committed citizens because they believe, as Margaret Mead said, "Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it's the only thing that ever has."
Please note: if our mission doesn't strike a chord with you that is ok. But please consider not applying. We are seeking people who come on fire after learning about what we do.
ABOUT THIS POSITION
What We Need Your Help Doing: Our pioneering software platform has already helped hundreds of thousands of people in need ("seekers") find and connect to thousands of programs to get the help they need; but there is so much more we want to (and people in need need us to) do. We want to help millions. Your job is to help us reach this goal of reaching millions by supporting one of our most crucial leverage points: supporting our enterprise customers.
What This Job Will:
Own Key Relationships: Develop and maintain strong relationships with our customers, both at the executive level and the day-to-day point person.
Launch Customers: Assist with customer implementation and on-boarding to ensure an amazing customer experience right from the beginning.
Assure Customers Succeed: Manage assigned portfolio of customers, drive optimal usage and turn customers into brand ambassadors.
Help Improve Product for Customers: Continually design, modify and improve the customer experience to ensure their ongoing needs and objectives are met, including understanding where we may not be meeting our customer's product needs and relay feedback to the product team.
Own Customer Retention: Maintain our revenue base by managing customer retention and renewal.
Turn "Customers" into a Loyal Tribe: Build a loyal tribe and turn customers into advocates
Traits and Experiences That Would Help You Thrive: We are not a perfect fit for everyone. To help with an initial screen, consider these things that we think will help a person thrive:
Job Relevance + Track Record // 2-5 years of experience in customer success management where you owned executive relationships and/or lead projects that resulted in skyrocketing customer satisfaction, usage and retention. Experience in project management or software implementation. Bonus if your experience is in customer success management at enterprise level.
People Person // Yes, we realize this trait is a cliche to have here, but if you don't love talking to people, this is probably not the right position for you as you will be presenting to customers, training customers, talking with managers, etc.
Tech Lover // You love new technology, you are frustrated by inefficiencies that technology can solve.
Momentum Builder // You kickstart every week on fire to get things done. You proactively see new and better ways to do things and make it happen. Even if you don't know the answer no one needs to tell you what to do - you build momentum every single day.
Driven for THIS Cause // You are driven internally to help people in need by empowering those on the ground (i.e. social workers, community service providers, etc.) to do their jobs better. If done right your work will result in a ton of people getting the help they need. And thus, if user adoption is low for a client, you take it personally. You must fall asleep each night and wake up each day thinking "How can I better empower these people on the ground, because people in need are counting on it!"
Log Jam Clearer // You work rapidly and creatively when things are stuck (i.e. adoption is low). You both pull from your experience and try new things.
Entrepreneurial // We are still a young, small company, meaning... things change. If you cannot think and act like an entrepreneur at times you will struggle or get frustrated. We need someone with a fearless entrepreneurial spirit that thrives in a rapidly changing environment.
Team Player (with Discipline) // You are never the type of person who says "that's not my job." You want the whole team to succeed, yet you have the discipline to operate effectively and efficiently in a collaborative environment and stay focused on achieving your objectives.
Austin // Located in, or willingness to re-locate to, Austin, TX.
Bonuses - Not required, but here are some things that will help you rise to the top.
Strong SaaS business acumen
Experience with Adobe Illustrator and iMovie
Excellent copywriting skills
Decent visual design skills
Experience with marketing and email campaign software
WHAT YOU GET:
1) Compensation - This is a full-time position compensated with a salary (shocker, we know!). We expect the salary range of this position to be closely aligned with experience.
2 ) Benefits - We offer a full benefits package, including:
Healthcare, dental, and vision for employees and their families / dependents (including FSA and HSA)
Company stock options
401(k)
Short and long-term disability
Life insurance
Commuter benefits
You get to work in Austin. We think this place is pretty awesome.
3) Meaningful Work - We believe life is to short to work on things you don?t believe passionately in. What you work hard on every day will allow people to find the help they need and lead better lives. That?s no small thing. And given that you are applying for this job we know you care about building things that have impact on people's lives at scale (which is what we want you to do). We are a certified B Corp, meaning rigorous standards of social and environmental performance, accountability, and transparency and written into our corporate charter.
APPLY We are selecting from a broad field of candidates. If you are interested in learning more and think you have what it takes to win, please respond to this job posting with (both things required):
Your resume
Include a short cover letter in which you tell us directly (without the use of jargon or three letter acronyms : -) who you are, what you want to achieve in life and how it relates to this job, and why Aunt Bertha should strongly consider a deeper conversation with you.
If you do not include a cover letter, your application will not be considered.
Thank you. We truly hope to hear from you soon.
Job Type: Full-time
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