Crimson Hexagon

Customer Success Manager

US-MA-Boston
1 week ago
ID
2017-1281
Category
Customer Service/Support

Overview

Crimson Hexagon is the global leader in consumer insights from social media data. Powered by patented technology and an in-house data library of more than 1 trillion posts, Crimson Hexagon’s platform helps hundreds of brands and agencies answer critical business questions through the insights derived from social data. Clients include leading global organizations such as General Mills, Starbucks, Paramount Pictures, Anheuser-Busch InBev, Adidas and Twitter, and leading agencies such as TBWA, VML, BBDO, Saatchi & Saatchi, Ogilvy, Edelman and Digitas. We’re a high growth software company headquartered in Boston with offices in Chicago, New York, San Francisco and London.

 

Our Client Services team is looking for candidates with excellent relationship-building, discovery, and communication skills, as well as an affinity for learning new software. The Customer Success Manager provides the ongoing, strategic oversight for our valued clients, helping them to adopt and realize meaningful business goals with the Crimson Hexagon ForSight application. As an individual, you should be naturally curious and analytical, and understand that personal commitment supported by the hard work of data analysis is key to keeping your customers happily invested in your organization.

Responsibilities

What our Customers will ask of you:

  • Proactively manage and keep in mind their best interests in context of using Crimson Hexagon’s ForSight application
  • Help them adopt and optimize their use of ForSight quickly and efficiently
  • Develop and execute a Success Plan for them, including both strategic and tactical approaches to ensuring their satisfaction and loyalty to the Crimson Hexagon brand
  • Identify new ways to use and optimize ForSight in their business and broaden their ability and return on investment
  • Take the lead on their behalf with other Crimson Hexagon teams to make sure they are getting the full benefit of their ForSight subscription
  • Recognize and help to publicize their successes with ForSight within their organization, with other ForSight customers, or throughout the marketplace, at their discretion
  • Be a point of escalation for any of their issues and work with internal stakeholders to resolve in a timely fashion
  • Be the strong advocate for their interests regarding their relationship with Crimson Hexagon and our product suite
  • Keep them informed of new product features and gather their feedback and advocate for them on any improvements to their overall experience

What Crimson Hexagon will expect you to know:

  • Our ForSight product suite - at an advanced level
  • How to think about data in the context of modern marketing and market research
  • How to build relationships - with your customers’ users and decision makers with your peers, and with your organization
  • How to manage the long-term success of both your customers and your organization
  • How to construct, interpret, and negotiate commercial proposals for software license and service
  • How to articulate and present in a clear, concise and professional manner
  • How to keep your cool under pressure and proactively avoid escalated customer situations
  • How to use Salesforce for all your daily productivity

Qualifications

  • Candidate must have written and spoken proficiency in English and familiarity with other secondary languages preferred
  • Bachelor’s degree or comparable experience
  • 3-5 years of customer success management or equivalent experience
  • You can get things done with a sense of urgency
  • Your motivation is customer-first, team-first
  • You want to stretch your limits and take on new challenges
  • You can travel 20% of the time

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