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Customer Success Manager

Remote:

Full Remote

Contract:

Full time

Work from:

Canada, United States

Offer summary

Qualifications:

5+ years customer-facing experience, Technical background in frontend and backend development.

Key responsabilities:

Manage end-to-end customer experience
Educate on platform usage and technical aspects
Collaborate with revenue and product teams to ensure successful customer launches and growth

Alloy Automation Startup https://runalloy.com/

See more Alloy Automation offers

Job description

Alloy Automation is an integration development platform used by the likes of Amazon, Gorgias, Postscript, and many others to launch SaaS integrations at lightning speed. As the number of SaaS applications grows, integrations are more in-demand than ever, but most SaaS companies still build integrations in-house, a painful and slow process. We replace these outdated practices and help companies take their mind off integrations in order to focus on their core mission.

Over the past year, we’ve been expanding and taking on more, and larger customers. We’re looking to grow our post-sales team to partner closely with our customers and not only help them onboard onto our embedded iPaaS platform, but also think long term about the growth strategy of each account. And work with customers through the technical details of launching, creating adoption and ultimately usage of their integrations powered by Alloy.

What you'll be doing

Be responsible for the end-to-end experience of our customers

Working closely with accounts from when they first become a customer, leading their onboarding through to identifying new use cases and integrations for their end-customers to leverage

Educate on how to use the platform and technical nuances and challenges around building integrations, using a mix of content, education, training, etc.

Work across both revenue and product teams including account executives, solutions engineers, product managers, etc.

Act as the primarily technical liaison for your accounts and ensure they launch successfully, on time, and grow usage of Alloy and its impact on their business (and their customers’ businesses)

Create a strong feedback loop into the product team and shape the future of our platform

Continue to expand your footprint into accounts, multi-threading to learn more about their business, priorities and initiatives, and how we can continue to support their success through our platform and services

Skills & experience we're excited about

5 years in a similar customer-facing role or background in other technical roles like solutions architect, technical consultant, etc.

Familiar with technical frontend and backend development concepts in order to consult with and educate customers on our platform

Ability to identify and address technical concerns and provide solutions during interactions with customers since you’ll be working closely with their engineers and technical personas)

Are extremely organized — you're able to balance many moving pieces across the various customers in your portfolio, and have a proven project management track record.

Excellent business acumen, to dig into your customer’s business objectives and implement plans to leverage more of our platform and services

Data driven and analytical, leveraging reports and insights around product usage to drive conversations around building more and more integrations

Are excited to join a startup and are ready to take responsibility for building a function from the ground up.

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