Customer Success Manager

About Joveo

As the global leader in AI-powered, high-performance recruitment marketing, Joveo is transforming talent attraction and recruitment media buying for the world's largest employers, staffing firms, RPOs, and media agencies. The Joveo platform enables businesses to attract, source, engage, and hire the best candidates on time and within budget.

Backed by marquee investors like Nexus Ventures Partners, Joveo has been featured in Inc. Magazine's List of America's Fastest-Growing Private Companies for three years in a row.

Powering millions of jobs every day, Joveo's data-driven recruitment marketing platform uses advanced data science and machine learning to dynamically manage and optimize talent sourcing and applications across all online channels while providing real-time insights at every step of the job seeker journey, from click to hire.

For more information about Joveo's award-winning platform, visit www.joveo.com.

About the Job

As a Customer Success Manager, you will be involved in the following activities:

Client Onboarding:

• Lead the onboarding process for new clients, ensuring a smooth transition to our platform.
• Collaborate with the Sales team to gather client requirements and customize solutions.

Relationship Management & Retention Strategies:

• Act as an advisor to build and maintain strong, long-lasting relationships with client stakeholders.
• CSMs are the main point of contact for client inquiries, concerns, and feedback.
• Develop and execute customer retention strategies, including identifying at-risk accounts and implementing strategies to retain them.

Account Growth:

• Identify opportunities for upselling or cross-selling additional services and features to meet clients evolving needs.
• Collaborate with the Sales team to renew and expand client contracts.

Customer Support:

• Provide exceptional customer support, addressing client inquiries and resolving issues promptly and effectively.
• Offer training and guidance to clients on using our platform to maximize their hiring efforts.

Data Analysis and Reporting:

• Monitor and analyze the performance of client campaigns, providing data-driven insights and recommendations for optimization.
• Prepare regular reports on key performance metrics to demonstrate value and ROI to clients.

Product Feedback:

• Conduct UATs to provide feedback to internal teams.
• Gather client feedback and insights to help improve our product offerings and user experience.
• Advocate for client needs within the organization and collaborate with product teams to drive product enhancements.

Customer Success Planning:

• Develop and execute customer success plans tailored to each client's unique goals and challenges.
• Set clear objectives and key performance indicators (KPIs) for success.
• Conduct QBRs to discuss campaign performance and present ROI to the clients.

Customer Advocacy & Health Monitoring:

• Identify satisfied customers who can become advocates for Joveo, helping with testimonials, case studies, and referrals.
• Regularly monitor customer health through metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), and usage data to proactively address issues.

Cross-functional Collaboration:

• Collaborate with CSEs and other departments, such as Marketing and Sales, to align messaging and strategies for customer success.
• Work with Publishers to optimize client goals.

Competencies that will keep you successful with us

You would be an excellent fit for this role if you possess the following qualifications and attributes:

Problem Solving:

• Effectively resolves complex problems
• Synthesizes data from diverse sources to identify trends
• Uncovers root causes of problems rather than focusing solely on symptoms
• Presents problem analysis and recommended solutions
• Proactively seeks missing information
• Takes action to reconcile discrepancies

Relationship Management:

• Cultivates a supportive work environment
• Collaborates with others in challenging situations
• Consistently improves project artifacts
• Recognized as a reliable partner

Result Oriented:

• Maximizes efficient use of time and resources
• Manages conflicting priorities effectively
• Meets all deadlines
• Ensures service delivery aligns with service level agreements
• Implements plans effectively to achieve business targets
• Establishes processes for progress monitoring
• Applies sound judgment in decision-making

Tenacity:

• Measures progress against targets
• Acknowledges the contributions of others
• Adapts activities and processes based on feedback
• Seeks to understand and overcome obstacles
• Maintains performance despite disappointment or rejection
• Assists others in coping with disappointment and rejection

About

you You'll be a great fit if you have:

• A BA/BS degree
• Hands-on experience as an Account manager/executive and an ability to deliver excellent customer experience
• Go-getter role and expectation is to largely identify & convert new business in alignment with the Organization's vision
• Would prefer a candidate with hands-on experience working with B2B and SaaS Product in HR Tech space.
• Work experience of 4-8 years
• Ability to interact with senior stakeholders and build good engagement levels.
• You should have excellent interpersonal, presentation, and communication skills (both written and oral).
• Solid experience in Excel and MS Office, including pivot tables, and chart-making for

presentations.

• In addition, you should have organizational and time management skills including multitasking, prioritizing, and the ability to plan work activities in a fast paced environment efficiently to meet deadlines

Competitive Benefits

We're an exciting and dynamic startup company with a competitive salary, stock options, and comprehensive benefit package. We've also got an enthusiastic and supportive work environment and strive to keep our employees healthy, happy and productive.

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For more information, visit www.joveo.com