Enterprise Customer Success Manager

| Greater LA Area | Remote
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Criteria Corp is looking for an articulate and intelligent individual to join our Enterprise Customer Success team. This full-time position is based out of our office in West Hollywood, CA; however, we are working remotely due to COVID-19.

Through web-based training sessions, strategic planning, and effective communication, Customer Success Managers are responsible for enhancing enterprise client satisfaction during their subscription to our service. The person we're looking for must be incredibly bright and passionate about creating an amazing customer experience. They should be tenacious, solid individual contributors and also diplomatic, collaborative team members. The Enterprise Customer Success Manager should also be consistently eager to learn and thrives in a challenging work environment. Customer Success Managers earn a competitive base salary and generous commissions based on the renewal rates of their customers.

Criteria is a technology company dedicated to changing the way employers find and hire great talent. We've been ranked on the Inc. 5000 list of America's fastest growing private companies for multiple years running, and we've also earned a spot on Inc. Magazine's Best Places to Work in 2017 & 2018. If you want to know more about what it's like to work here, check us out on Glassdoor!

Responsibilities:

· Ensure that all customers derive maximum value from their subscription investment;

· Operate on quarterly goals/customer-based activities and meet a quarterly renewal target.

· Understand our company's strategic and competitive position, and be an effective advocate for our product;

· Identify, analyze, and remove roadblocks to growth to ensure customer success;

· Develop success plans for each client;

· Identify and grow opportunities within each account (expansions, integrations, additional features, etc.);

· Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives;

· Rapidly and efficiently respond to incoming customer support calls and emails;

· Provide web-based training and product implementation support;

· Persuade customers to renew annual subscriptions, maintain high customer retention rates;

· Follow up and settle all customer requests to satisfactory conclusion;

· Effectively manage projects, which involves planning, coordinating, and managing resources to ensure successful completion.

· Document all customer interactions in our CRM software (ChurnZero and Salesforce) and leverage our Customer Success tech stack to accomplish goals

· Occasionally help support team with incoming candidate inquiries.

· Complete User Acceptance Testing (UAT) for any new features released by our product development team and any additional ad-hoc projects;

· Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team;

Requirements:

· 2-3 years’ prior experience in customer success, account management, customer service, renewal sales, training, or technical support, is required;

· Experience as a CSM in the SaaS industry with a focus on the enterprise business market is preferred

· Bachelor degree or equivalent is preferred.

· A passion for communicating with clients and a drive for success;

· Exceptional communication and presentation skills for telephone and video conferencing; support, demos, and training;

· Understanding of web-based technologies, curiosity and enthusiasm;

· Strong organization, follow-through, and attention to detail is required.

· Strong cross-collaboration and teamwork skills are required. Be a team player – we celebrate each other’s successes;

· Ability to manage a variety of tasks throughout each day;

· Ability to work with virtual teams;

· Solid business acumen, experience with SaaS model is preferred;

· Prior experience in project management is preferred;

· Fluency in Spanish is a plus;

What Criteria Corp brings to the table:

· Excellent benefits packages (including medical, dental, vision, life insurance, 401(k) w/ employer match, generous paid parental leave policy, 3 weeks paid vacation annually, and more!);

· We offer an extensive onboarding and training program to help provide a foundation for success;

· Monthly technology (mobile phone/internet) allowance

· Open BYOD Policy: Bring your own dog to work as we are a dog-inclusive office. When you come into the office, you'll frequently get greeted by one of the many Dogs of Criteria (check them out on Instagram: https://www.instagram.com/dogsofcriteria);

· Quarterly Charity/Volunteer Events (we believe companies should help their communities);

· Stocked kitchen, cold brew/kombucha on tap, and catering twice a week (Take Out Tuesday, Sandwich Fridays, and monthly Pizza Product Meetings help us collaborate and share ideas);

· Spacious West Hollywood office in the Pacific Design Center with panoramic views of the entire city. The office is within walking distance from Shake Shack, Tender Greens, Halal Guys, and plenty of other trendy shopping, food and drink destinations;

· . . .And a competitive salary

Since we're a pre-employment testing company, all applicants must take two of our web-based tests as part of our screening process. Click on the link below to start the tests — you'll also be asked to upload your resume. Please make sure your resume contains your current contact information so that we can contact you if necessary.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Twitter BootstrapLibraries
    • CodeIgniterFrameworks
    • ExpressFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • BasecampManagement
    • JIRAManagement
    • TrelloManagement
    • WrikeManagement
    • DrupalCMS
    • WordpressCMS
    • MarketoLead Gen

Location

Our office is located in the Pacific Design Center, in the heart of West Hollywood. The office is easily accessible by bus and rail.

An Insider's view of Criteria Corp

What's something quirky about your company?

Dogs! Our office is dog-friendly; on any given day you can walk by 6-7 desks and say hello to cute friends. I have a pup myself and it's wonderful to be able to bring him into work with me, knowing he’s not home alone all day. It creates a great work environment, and after a long call there’s nothing more stress relieving than to cuddle with a pup.

Meaghan

Senior Sales Executive

What does your typical day look like?

Come in at 6:30am (don't worry, not everyone starts this early, I work with the East Coast) and respond to any emails and free trials that came in from the day before. Although Criteria has cold brew on tap, I enjoy my walks to a local coffee shop. For the rest of the day I’m either speaking/emailing clients or working on developing the sales team.

Phil

Sales Manager

What makes someone successful on your team?

As a Customer Success Manager, we do pretty much anything and everything for our clients, so there is always a good amount of work to be done. In order to be successful on our team, you have to be a diligent, committed worker, willing to go above and beyond on a consistent basis.

Sabrina

Mid-Market Customer Success Manager

How would you describe the company’s work-life balance?

I love the work flexibility Criteria offers. Everyone in the team is extremely accommodating to each other’s needs and routine. Being a working mother, it has immensely helped me maintain a healthy work-life balance.

Priyanka

Sr. Database Developer

What are Criteria Corp Perks + Benefits

Criteria Corp Benefits Overview

Criteria offers a generous benefits package designed to help our employees stay happy and healthy.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Criteria offers both healthcare and dependent care FSA. Employees may contribute up to $2,700 into their healthcare FSA and up to $5,000 into their dependent care FSA.
Disability Insurance
Disability insurance covers 60% of annual salary up to $10,000 monthly maximum payout.
Dental Benefits
Our dental plan covers 100% of preventive services, 90% of basic services and 65% of major services of expenses. Our plans also cover both pediatric and adult orthodontia.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Criteria pays 100% of employee-only premium and contributes 98% toward the cost of coverage for one dependent.
Life Insurance
Criteria provides basic life coverage in the amount of $50,00 for all full-time employees. Employees have the option of electing supplemental life & AD&D coverage of up to 6 times your annual salary.
Pet Insurance
Because we are a dog-friendly office, we offer voluntary pet insurance coverage.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Criteria offers 401(K) matching
Company Equity
Performance Bonus
Match charitable contributions
Criteria contributes $250 per employee every year to the employee's charity of choice.
Child Care & Parental Leave Benefits
Generous Parental Leave
Criteria provides up to 13 weeks of paid parental leave to all full-time employees.
Flexible Work Schedule
Criteria offers a variety of flexible work options.
Remote Work Program
Our remote work policy allows full-time employees in certain positions to work remotely up to 3 days per week.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Generous PTO
Criteria employees accrue between 15 days and 25 days of paid vacation per year, based upon years of service.
Paid Holidays
Paid Sick Days
Employees receive 48 hours of paid sick leave per year.
Perks & Discounts
Casual Dress
Commuter Benefits
Criteria offers pre-tax commuter benefits for all full-time employees.
Company Outings
Criteria hosts a variety of outings throughout the year.
Free Daily Meals
Criteria provides employees with lunch on Tuesdays and Fridays. When choosing our lunch options each week, we keep employee food preferences and dietary restrictions in mind.
Game Room
Our game room includes Foosball, Video Games.
Stocked Kitchen
Criteria's kitchen is fully stocked with snacks and beverages of all kinds. We also offer cold brew and kombucha on tap, as well as tea and coffee.
Some Meals Provided
Employees get free lunch on Monday and Thursday.
Parking
Criteria pays 100% of employee parking costs in our on-site garage.
Pet Friendly
We have a dog-friendly office. See all the Criteria dogs on Instagram @DogsofCriteria
Recreational Clubs
Criteria has a couple of clubs, including a book club, softball team, volunteering committee, and board game club.
Fitness Subsidies
Criteria offers subsidizes 50% of the cost of the onsite gym.
Professional Development Benefits
Job Training & Conferences
Criteria offers the ability to attend job related conferences and seminars.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Criteria's perks are special because we keep the health, wellness, and overall happiness of our employees in mind. From our generous health and wellness benefits package to our dog-friendly office, cold brew and kombucha on tap, and the monthly phone/internet allowance, Criteria goes out of its way to show employees how much they are valued. Our office location is even a perk - the floor-to-ceiling windows of our 15th floor office provide unobstructed views of the West Hollywood hills, Century City, and Downtown Los Angeles.

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