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Customer Success Manager

Greater New York City Area Full Time


Appsee is a robust, qualitative app analytics platform that enables ​mobile teams to obtain crucial insights that they simply cannot obtain from other analytics systems.​ ​Our unparalleled user recordings, user-friendly touch heatmaps, and extensive user journey tracking, help you understand the exact reasons behind the data while zoning in on user behavior. By using Appsee, you can actually see for yourself how users really use your app.


Job Description

Appsee’s Senior Customer Success Managers own the relationships, strategy, and well-being of Appsee’s Enterprise customers. The CSMs are ultimately responsible for making sure the clients in their portfolio are constantly learning from their data and extracting value out of their analytics and marketing investments with Appsee.


Responsibilities

  • Leads discovery to uncover a clients’ core objectives and connects them with a solution in Appsee
  • Coaches clients on Appsee product and analytics best practices
  • Analyzes data independently to discover insights that drive recommendations for clients
  • Connects with clients by exhibiting empathy, listening actively, presenting in an engaging manner, and communicating effectively
  • Influences and builds rapport with key decision-makers in order to become their trusted advisors
  • Displays persistence and continually pushes to get clients maximum value from Appsee
  • Quickly balances client needs against what is best for Appsee and prioritizes accordingly
  • Daily client interaction and engagement management with typically 10%-15% travel to visit client’s onsite
  • Create and present research analyses and recommendations on app optimization and usability, user-experience and conversion rates to clients’ R&D, marketing, analytics and management teams

Requirements

  • 4+ years of Client Management\Customer Success experience at a SaaS or Analytics company
  • Strong technical aptitude and attention to detail
  • The persistence to build relationships even where none exists
  • Excellent interpersonal skills; people want to hang out with you once they’ve met you
  • Strong communicator who can give an excellent presentation and write an eloquent e-mail
  • Familiarity with the Mobile ecosystem (technical understanding huge plus)
  • Love of data, and a thorough understanding of how data-driven decision making transforms a product or a business
  • Empathy with a knack for understanding what a customer really needs and why they need it
  • Ability to multitask and prioritize
  • Passion for providing top-notch customer service
  • Bachelor Degree required
  • Native Portuguese speaker is a big advantage
  • Fortune 1,000 client facing experience preferred

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