Associate Customer Success Manager

Application Deadline: 4 October 2024

Department: Customer Success

Employment Type: Full Time

Location: Remote, USA

Description

YOUR OPPORTUNITY
InMoment is currently looking for a passionate, self-motivated, and collaborative Associate Customer Success Manager to join our Customer Success Team. We pride ourselves on providing friendly, patient, and concise next-level guidance to optimize our customer’s road to success. This role is responsible for managing and driving engagement with our small business customers. Join us as we continue to change the way businesses interact with their customers!

WHO WE ARE  At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated experience insights approach: 

• Integrating the voice of the customer, consumer, employee wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
• Integrating an AI-powered approach to eliminating data silos and leveraging intelligence.
• Integrating experience improvement technology to prioritize action and inform business decisions—through self-serve or strategic advisors.

Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.

WHO YOU ARE

• You will drive best practice adoption and engagement via quarterly business reviews
• You will help execute and support managed services on your customers behalf
• You will provide troubleshooting and guidance around the reputation management industry via email and phone
• You will assist in writing and curating customer-facing help articles and other documentation
• You will assist your customers in understanding and executing reputation management and local seo best practices 
• You will demo our product to new and existing customers
• Excellent communication and collaboration skills
• You have at least 6 months experience working in a customer facing role
• You have prior experience working in digital marketing (preferred, but not required)
• Experience operating in a dynamic, fast-growing startup environment.

WHO YOU WILL BE  WORKING WITH

• You will report directly to the Director of Customer Support and Services
• You will be working alongside a collaborative group of Customer Success Managers, Customer Support Specialists, and Customer Onboarding Specialists.
• You will work cross-functionally with all ReviewTrackers team members through entire customer lifecycle; help with projects to create sales resources, references, case studies, onboarding process, quality assurance assistance, and training webinars

WHAT YOU’LL GAIN

• Autonomy - We trust our employees and offer an extremely flexible work schedule
• Automatic day off for your birthday, we want to celebrate you and the moments that matter 
• Unlimited PTO - We encourage all employees to recharge!
• Medical with HSA (which includes generous employer match & contribution) and FSA options
• Dental and vision insurance
• 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
• Generous Parental leave program
• Legal, ID theft, and employer-paid disability and life insurance
• Access to wellbeing initiatives and offerings such as our Employee Assistance Program which includes counseling sessions, phone, and online support on matters such as Family, Health, Money, and Work for you and your family members.
• Fun, innovative, collaborative, supportive working environment
• Inclusion and Diversity teams - Women of InMoment and InMovement
• Employee rewards and referral programs with generous payouts 

At InMoment, inclusion, and diversity are at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages, and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests, and backgrounds foster a stronger and more creative work environment.