Client Success Manager

Reston, Virginia
Operations
Full-Time
X-Mode provides real-time location data and technologies that power location intelligence for advertising and business decisions in financial services, healthcare, high-tech, real-estate, retail, and the public sector. X-Mode's flagship product is a fast-growing big data location platform, which maps daily the precise routes of 10% of the U.S. Population and maps monthly 1 in 3 adult U.S. smartphone users. X-Mode strives to produce and monetize the world’s largest location platform and ultimately create a global “living map” of 1 billion people with the highest quality location data in order to fuel the best location intelligence business solutions.

X-Mode is looking for a Client Success Manager to work hand-in-hand with X-Mode’s Business Development Team to establish, maintain, and grow mobile app publisher partnerships. As a Client Success Manager, you’ll help X-Mode clients find and sustain value and success with our SDK product. Part coach, project manager, consultant and product expert, you will continually focus on helping our customers grow and maintain compliance in the app landscape. This is an exceptionally important role for our growing team and you will be a key contributor to the success of X-Mode.

WHAT YOU'LL DO:

    • Serve as the trusted point of contact for X-Mode’s SDK clients and manage post-sale activity through relationship building, product knowledge, and execution
    • Drive seamless onboarding processes for new publisher clients
    • Train and assist clients with implementation of policies and requirements
    • Research and analyze industry best practices and advise clients based on gathered insights
    • Work cross-functionally with our Engineering team to troubleshoot technical issues and manage each clients’ successful integration with our SDK product
    • Sustain a deep understanding of the product and speak with customers about the most relevant features/functionality to help them achieve their goals
    • Empathize with the customer experience and serve as an internal advocate for customer needs and feature requests
    • Track account health to identify churn risk and actively work to eliminate this risk
    • Contribute to the scalability of the Client Success team through documentation and process optimization

WHO YOU ARE:

    • Bachelor’s degree (required)
    • 2+ years’ experience in a technology based client-facing role, Client/Customer Success, or Account Management
    • Passion for delivering customer delight with the demonstrated ability to drive execution
    • Organized with a high attention to detail and the ability to troubleshoot technical issues
    • Advanced verbal and written communication skills; ability to communicate credibly and professionally
    • Excellent interpersonal and relationship-building skills
    • Experience working with executive level personnel
    • Ability to work independently, make decisions and proactively lead and improve processes
    • Strategic thinking and problem-solving skills
    • Familiarity and/or desire to work in a startup environment
    • Bonus: Previous experience with CRM systems such as Pipedrive or Salesforce

WHAT WE OFFER:

    • Competitive Salary
    • Medical, Dental and Vision
    • 15 Days of PTO (Paid Time Off)
    • Lunch provided 2x a week
    • Snacks, snacks, snacks!
    • Casual dress code
    • Free Parking on-site