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Senior Customer Success Manager

Microblink

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: IT & Developer Tools
  • Post Date: 06/10/2024
  • Website: microblink.com
  • Company Address: Primary 10 Grand St, Brooklyn, Floor 13, New York City, New York 11249, US

About Microblink

Microblink is a global leader in AI-powered computer vision software. With a bold vision to bring the benefits of AI to every person on earth, we partner with organizations that believe speed, ease of use, and customer experience are the primary drivers of value.

Job Description

Here’s why this role matters to us

The key to achieving revenue triumphs lies in fostering robust, collaborative and trust-based customer relationships. By seamlessly collaborating across various teams, you will empower over 400 Microblink customers, enabling them to extract the utmost value from our products. Through your continuous strategic initiatives, you will be instrumental in crafting future success narratives that showcase enduring partnerships and favorable outcomes for our customers.

A little bit about us 

Microblink is an AI company with expertise in computer vision. We create unique products and tools in digital identity with the desire to bring the benefits of AI to every person on Earth. Our teams in Zagreb & New York touch hundreds of millions of people every year - with over 800M identity documents processed in more than 70 countries around the world.

Here’s what you’ll do:

  • Own the relationship for key customer accounts to drive adoption, utilization, and business needs with a focus on value realization with Microblink products
  • Accountable for customer engagement and renewal administration across our various customer segments
  • Serve as the primary point of contact post implementation for our customer base in partnership with the Support Team
  • Anticipate and address customer needs while proactively addressing potential challenges with the ability to lead conference calls and escalations
  • Provide oversight on customer health; identifying risk and growth signaling
  • Ability to understand customer contracts with the ability to discuss commercial matters with customer stakeholders
  • Act as the voice of the customer being an internal champion with internal teams  to maintain high customer satisfaction and ensure customers realize the full value of our products
  • Commit to achieving team KPIs such as GRR, NRR, CSQLs, NPS, CSAT and various customer success metrics

You'll be successful in this role if you:

  • Are an empathetic and enthusiastic customer advocate with 5+ years of experience providing service and support in a rapidly scaling B2B SaaS organization.
  • Have a strong ability to build and maintain relationships with diverse customer stakeholders
  • Are collaborative, curious and creative - and look forward to leveraging these in pursuit of continuous improvement and product development
  • Have a technical aptitude and ability to analyze customer data and identify areas for improvement to enhance overall customer value
  • Have a willingness to take the lead in identifying opportunities for improvement and driving positive change

We might be right for you if you’re looking for: 

  • An opportunity to make a big impact in a fast-paced, smart-growth, global tech company that is always iterating with the aim of improving.
  • A high-performance, people-first culture with outstanding leadership that recognizes and rewards success and supports professional development via knowledge sharing, internal training and a dedicated budget to support professional development. 
  • A team of motivated, open-minded professionals who welcome innovative ideas and initiatives to advance the organization
  • An excellent Total Rewards package, including cash comp of $120-135k, outstanding health benefits, unlimited PTO and equity

How can you join us?

If this role intrigues you, do not hesitate to hit the apply button and send us your resume. If you get in touch with us, we promise to get back to you.

 

Microblink LLC is an equal opportunity employer committed to diversity and inclusion in the workplace. This policy applies to all employment practices within our organization, from hiring to the end of your business relationship with us. Accordingly, this job advertisement is equally applicable to all people and Microblink will make a hiring decision based solely on qualifications, merit, and business needs. We prohibit discrimination of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws, as well as our internal policies and culture.

For detailed information on how we process personal data, please read our Privacy Policy https://microblink.com/privacy-policy/ or reach out to our Data Protection Officer at privacy@microblink.com.

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