Customer Success Manager
Schaumburg, IL /
Customer Success /
Why We Need You
CultureIQ partners with companies to support and align their culture to drive growth. Through our software platform, team of strategists, and CultureIQ measurement framework, we help companies connect with their employees and create high-performing cultures. With private equity backing from ParkerGale Capital, we are excited about entering the next phase of our growth story.
Reporting to our Customer Success Team Lead out of New York, the Customer Success Manager will act as a partner to our customers and help them to extract the data, insights, and advice they need from the CultureIQ survey platform. You will educate our customers on how to get the most out of our technology platform so that they can assess their culture, work with our Strategist team to serve our customers by providing a high-quality relationship that provides insights to their culture and take responsibility for fine-tuning our technology platform to fit each customer’s requirements. You will also work with our Account Management team to uncover additional ways we can drive measurable value for our customers and grow our business.
You are a fit for our culture if you are passionate about organizational culture, excel at developing meaningful customer relationships, are an outstanding listener and trainer, are strong in process management and in utilizing technology to help withthe management of employee/organizational survey programs and data. As we are a fast-moving, rapidly changing organization, you will excel if you are flexible and feel comfortable with ambiguity.
What You'll Do
- In your first 90 Days, become an expert on how to use our product
- Develop a deep understanding of CIQ’s full culture lifecycle approach, including the stages of CultureTarget, Culture Measurement and CultureLaunch
- Become proficient in setting up and launching surveys.
- Learn our proprietary portal and reporting suite and how to answer customer questions using data.
- With team guidance, you will support programs within the survey platform.
- Provide tier 1 technical support for customers to diagnose and address issues quickly or escalate issues to tier 2 technical support as appropriate.
- Manage employee data files (e.g., HRIS files) in Excel and/or other programs to prepare for import to CultureIQ platform.
- Conducting platform demos, and answering prospect/customer questions
- Within your first 6 months, be able to coach customers how to get the most out of our product.
- Become an expert user of the CIQ platform, and maintain expertise as new features are introduced.
- Train customers how best to use the CIQ platform for culture-related data gathering and share best practices to promote self-service.
- Provide limited project management for Culture Measurement, CultureLaunch, ongoing pulsing and lifecycle surveys.
- Act consultatively with customers as requested to share best practices in each common data gathering category (Culture Measurement, ongoing pulsing, lifecycle)
- Keep accurate and timely documentation of customer conversations, interactions, discussions, and communications.
- Onboard new customers using CIQ’s prescribed method; notify the appropriate account manager if a new customer is falling behind or is having issues with any aspect of onboarding.
- Monitor account health (including maintaining the prescribed health score rating)
- Work closely with account executives/managers to propagate active sales opportunities, suggest improvements to customer lifecycle processes, including onboarding and renewal
- By the end of your first year, establish yourself as a trusted advisor to our customers.
- Monitor program profitability/margins; escalate scoping concerns to the appropriate account managers.
- Identify opportunities to provide deeper CultureAdminister support to customers, and promptly route them to the appropriate account manager.
- Follow risk management processes to ensure successful client implementation; complete or contribute to risk management documentation as appropriate.
- Escalate at-risk accounts by coordinating with both account managers and culture strategists, and share ideas for account health improvement.
- Act as a “voice of the customer,” and provide feedback as appropriate to delivery, sales, and product leadership.
- Identify/innovate new best practices for onboarding/guiding customer relationships; elevate them to team leads/management and document them as requested.
- Develop solid instincts about when to pull in others from our team (including our Culture Strategists, Account Management team, and others)
- Uncover opportunities for account expansion, and route these to the appropriate account manager in a timely fashion
Who We're Looking For
- A passion for building high-performing teams and great places to work: You know the difference a great culture can make, and you’re excited about working with our customers to build a high-performing organization.
- Love of Technology: This is not “just a project manager role.” We’re looking for someone who enjoys working with and teaching others about technology. While we’ll depend on your business instincts, a willingness to work with our survey platform and a hunger to learn its ins-and-outs is essential.
- Strong process engineer: You can tell us stories about times when you have laid out and codified the best way to do something. The best candidates will be able to tell us about how they have tweaked this process using feedback they have gathered from first-hand observation, customer conversations, or guidance from their executive team. We also want to know that you can understand customers’ critical business issues, quickly learn best practices regarding survey design and planning, and can used pattern recognition to quickly problem solve for each customer’s survey program project.
- Outstanding listening/teaching skills + customer empathy: It can be challenging to understand a customer’s point of view, respond to their needs, and teach them how to use a new piece of technology all at the same time. We want to hear examples of when you’ve dealt with demanding customers – not only that you can defuse tough situations, but that can teach them new things along the way.
- Influencing and relationship building: You know you can’t do it yourself. You have the communication skills and emotional intelligence to quickly establish credibility with and gain the trust and respect of customers and those on your team. You must be able to balance asking the right questions with providing direction to ensure that initiatives are successfully implemented. You can convince people of both the “why” and the “how” of following a process, and are comfortable switching gears between listening intently and pushing back where needed on those you work with and for.
- Detail orientation and organization: Excellent program managers keep a big picture view (“what is the customer trying to accomplish?”) while sweating the details. Tweaking a survey inside of a technology platform can be difficult. It’s even harder when you need to translate a customer’s high-level description of what they want into a specific change to a question or survey design. Doing it right the first time is important. We want to know that you take pride in delivering accurate, timely, thorough work.
- Comfort with ambiguity: At times, this role will be responsible for taking nebulous ideas and translating them into specific, concrete actions. Your work will rarely be paint-by-number. You should be comfortable taking nebulous direction, translating it into a plan, and enlisting those you need to get the job done. As such, you will have examples of times when you took a poorly-formed idea, sharpened it, and owned its execution from start-to-finish.
- Accountable: It bothers you when people don’t follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a body of work, and delivered the results with minimal support. Bonus points if you needed to learn a new skill along the way.
- Curious, kind, humble, and fun: We want you to be a person we enjoy collaborating with, spending time with, teaching, and investing in. You may be this person if you already invest heavily in those you work with, and if you consistently receive the feedback that you are a great colleague and teammate. A great sign is if people go out of their way to work with you, no matter the situation.
CultureIQ is a Remote First work environment. If the above resonates with you, we encourage you to apply!