Customer Success Manager

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We are looking for a Customer Success Manager to join our account management team. As a Customer Success Manager, you will be responsible for day to day account management to a number of sports teams across various leagues, largest brands and agencies worldwide, helping them to fully realize the value of GumGum Sports’ services. The Customer Success Manager assists customers day to day by sharing best practices, monitoring service usage, ensuring continued customer satisfaction, serving as the voice of the customer for product requests, identifying potential up-sell opportunity use cases and collaborate with sales to drive renewals.

As a Customer Success Manager at GumGum, candidates should have Account Management experience working experience working in a dynamic, fast-paced SaaS technology company. This is a great opportunity for someone that wants to join an exciting company with both personal and professional growth opportunities.

****Please note we are working from home until September 2021

Responsibilities

  • Own post-sales customer relationships with key account stakeholders to drive valuable partnerships through account management activity, identifying opportunities for continued growth.
  • Work closely with GumGum Sales and Product teams to ensure successful customer onboarding and launch of contracted services.
  • Advise clients on best practices for using GumGum and services for sponsorships.
  • Monitor and report out on customer usage and health, developing proactive strategies for driving continued user adoption, retention and growth.
  • Evangelize GumGum products and drive platform and new feature rollout and adoption through training sessions, customer feedback sessions and quarterly business reviews, usage and customer health monitoring.
  • Drive and build repeatable processes for your book of business.

Minimum Qualifications

  • Formal education - a degree, highschool certificate, professional accreditation
  • 5-7 years of proven experience in a customer-facing role at a technology solution, agency, brand or media company, managing customer engagements.
  • Experience in evangelizing and driving value for various different customer types.
  • Experience with cross-group collaboration including Sales, Marketing, Support, Product/Development, and other internal organizations.
  • Has worked in sports marketing, social media measurement and or sponsorship marketing but not required.
  • Experience using GSuite, Salesforce and audio/web conferencing (Slack, Zoom, etc) required. Experience with ZenDesk and JIRA a plus.
  • Ability to work effectively under tight deadlines, prioritize and multi-task in a fast-paced environment.  
  • Ability to handle customer conversations at all levels, including direct or indirect negotiations. 
  • Excellent verbal, written, presentation and project management skills, speaking with all levels both internally and externally.
  • Critical thinker who has an analytical eye toward partner success. Leverages data to drive recommendations.
  • Passion for understanding and helping customers solve real-world business challenges by leveraging technology solutions.
  • You have a big team mindset but enjoy autonomy, are a self-starter and driven by seeing the results of your efforts.
  • You’re adaptable, thrive in fast-paced environments and are very resourceful.
  • You love technology and have an enthusiasm for the business value of sponsorships and sports.

Benefits & Perks

  • Competitive health, vision and dental benefits
  • Healthcare including 100% coverage for Employee + Spouse
  • Dependent care FSA
  • Employer-matched 401(k) plan
  • Stock incentive program (role dependent)
  • Paid parental leave
  • Goodly - student loan contribution plan
  • WFH monthly stipend
  • Fitness reimbursement and wellness workshops
  • Discounted Pet Health Program
  • Flexible time off and work schedule
  • Stocked kitchen & Everytable Smartfridge
  • Dog-friendly HQ office - we love our fur babies!
  • Incredible work/life balance with a collaborative and friendly work space
  • GumGum Gives Back volunteering opportunities
  • Team building lunches and events, and monthly company celebrations
  • Virtual monthly team bonding events

Career & Development Focus

  • Ongoing learning and development for education opportunities such as webinars, books, classes, relevant conferences and events
  • Opportunities to pursue business related side projects and yearly Hackathon
  • Highly encouraged to contribute to open source software, including our own open source software
  • Environment of learning from peers, including meetups, presentations and blog posts
  • Anniversary recognition and awards
  • Opportunity to work with cutting edge technology
  • Life Skills sessions - geared towards the whole life/ health / person
  • Leadership Bites Dinner Series - connecting current and future GumGum leaders over great food and meaningful conversation 
  • Stride - our company council committee to share learnings, give updates and provide feedback to the company regarding initiatives and discussions around diversity, inclusion and equity.

_______________________________________


We invite you to learn more about GumGum!

Our Team...

GumGum is an AI company with expertise in computer vision built on the imagination of its people. Each day, our talented team of thinkers and doers comes together to solve hard problems on behalf of the world’s most successful businesses. Through a combination of computer science, creativity and hustle, we’ve produced a series of major technology breakthroughs across a variety of industries - from advertising to sports. 

Our Tech...

GumGum is constantly evolving to be at the forefront of computer vision and machine learning advancements. With nearly 10 years experience, we use our proprietary image recognition technology to deliver highly engaging, contextually relevant ad experiences across premium publishers all over the world.

Our Products & Services...

Our Advertising business serves contextual marketing messages in line with content users are actively engaged with.

Verity, GumGum's contextual analysis tool, combines natural language processing with computer vision technology to execute a multi-layered reading process by parsing the body text, headlines, image captions with natural language processing; at the same time, using computer vision to parse the main visuals. 

Our Sports business helps marketers and rights holders understand the full media value of their sponsorship investments across broadcast and social media. And we deliver on brand safety by leveraging our AI to detect unsafe text and imagery, allowing us to deliver ads in brand safe, contextually relevant environments.

Our Hackathons...

What’s a Hackathon? We’re glad you asked. Our employees split into teams and spend 48 hours ‘hacking’ together before presenting their ideas to our executive team. It’s a chance for anyone within our company to showcase the visions they want to bring to fruition.

Our Culture...

GumGum recently earned LA’s Best Places to Work Award in 2021 by BuiltInLA, and Inc. Magazine’s Best Places to Work in 2020 and it’s no surprise why. With company-sponsored social hours, annual holiday celebrations and on-site gatherings, GumGummers enjoy a fun, creative and collaborative workplace. We provide ourselves on our strong track record of giving employees the autonomy and support they need to succeed. Check us out on Instagram: @gumgum 

Oh, and doggies...

We love our dogs so much, we even have an Instagram dedicated to them! Follow us: @dogsofgumgum

In Addition…

Culture Blog

Leaders: How to make priority a self care - featuring GumGum CEO

Contextual Wins - a Message from our CEO

BuiltInLA Best Places to work 2021

Inc. Magazine Best Places to Work 2020

Celebrating National Hispanic Heritage Month 

Front Office Sports - Rising 25 members

GumGum x Ad Council Partnership - Love has no labels

GumGum Women in Tech Panel - Living a Balanced Life

Women of GumGum Around the World

GumGum Sports - Sizzle Reel - 2019 (EMEA)

GumGum Advertising

Forbes


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • CaffeFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • MySQLDatabases
    • LookerDatabases
    • Google AnalyticsAnalytics
    • HotijarAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • Figma Blender Cinema 4DDesign
    • After EffectsDesign
    • SketchDesign
    • Tumult HypeDesign
    • Adobe XDDesign
    • FigmaDesign
    • BlenderDesign
    • Cinema 4DDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • SplashCRM
    • CerosCRM
    • MarketoLead Gen
    • PardotLead Gen

Location

Our company is in a trendy area with plenty of bars and restaurants. Plus, the office is easy to get to with various train and bus stops near the area

An Insider's view of GumGum

What are some social events your company does?

The event of the year is our annual company-wide Hackathon. People across the entire organization, from technology to sales, come together for 3 days filled with innovation, collaboration, and incredible food! It's an awesome opportunity to work with people you don't normally interact with.

Lane Schechter

Product Manager

What projects are you most excited about?

I mostly get excited when I face a new challenge; whether it's solving a unique design problem, learning a new tool, or supporting other teams by bringing new solutions to the table. I also really enjoy working with my teammates as everyone has a unique set of skills and the collaborative effort really pays off when finalizing a product or campaign

Vanessa Sanoja

Director, Graphic Services

What makes someone successful on your team?

We empower our engineers to take ownership of their projects, and we give them the autonomy to choose how to solve problems, suggest improvements or changes, and explore new approaches. Taking this initiative, along with having a collaborative mindset to working with their teammates and helping them learn and grow, are traits that lead to success.

Michele Larson

Director of Engineering, Advertising Apps

How do you make yourself accessible to the rest of the team?

A team isn’t truly a team unless everyone involved is open to new ideas, approaches and feedback—including the leadership group. And I believe a successful company is when leadership clearly articulates their values to the employees with the hope that they share these values and beliefs. Keeping open dialogue throughout the company is essential.

Phil Schraeder

CEO

What's the biggest problem your team is solving?

Sponsorships are often a large part of a Sport Team’s revenue. Our team is developing machine learning models to help Teams and Sponsors measure the impact of their sponsorships by analyzing sponsorship exposures on social media and broadcast footage. Currently, we’re focused on automating the model training process using AutoML tools.

Matthew Greenberg

Computer Vision Scientist

What are GumGum Perks + Benefits

GumGum Benefits Overview

Benefits should work as hard as you do. We offer comprehensive employee benefits, so you’re ready for anything.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Over the years, we have pilot tested various unconscious bias training vendors and rolled out to wider teams . We will continue to provide more training in 2021.
Mean gender pay gap below 10%
Diversity Employee Resource Groups
We launched " Stride" - our company council committee to share learnings, give updates and provide feedback to the company regarding initiatives and discussions around diversity, inclusion and equity.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
GumGum provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
GumGum offers a commuter subsidiary for employees who chose to opt out of their free parking pass.
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
We love our dogs in the office!
Recreational Clubs
We have various leagues from soccer, softball, and our newest addition - surfing!
Relocation Assistance
Fitness Subsidies
GumGum reimburses up to $50/month for any health and fitness activities.
Home Office Stipend for Remote Employees
GumGum offers $50/month home office stipend during Covid.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
GumGum offers a tuition contribution plan of at least $50/month via Goodly. Employees who have been with GumGum 4+ years can opt in for a contribution plan of $200/month.
Diversity Program
Lunch and learns
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Life Skills for Gummies is a program that was was launched by our PeopleOps team as a learning series focused around everyday life skills! Our CEO actually pitched this program as he wanted to offer courses to Gummers that help with everyday life (outside of the workplace). Topics range from money management to nutrition, meditation, buying a home, stocks & investments, urban gardening, etc. This program has seen extreme success and we are constantly surveying employees to offer classes that resonate with them!

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