Customer Success Manager, Community (Remote)

Do work that matters. At AlertMedia, everything we do supports our mission: to save lives and minimize loss by facilitating timely communications when an emergency threatens personal safety and business continuity. Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off. The Customer Success Manager, Community (Remote) will take ownership of AlertMedia’s customer relationships which we value above all else. This role will focus on SMB customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly. Who you are: You'd be excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve. You are a team player, have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform. What you get to do every day:

• Support our customers in the SMB category as a product expert to drive adoption and enable them to accomplish their goals
• Manage a series of personal and automated touchpoints to enhance the customer experience
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for each customer to proactively evade dissatisfaction or lost business to drive retention
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, at least same day
• Effectively track all customer communication and data in Gainsight and Salesforce
• Manage adding employee contact data via Excel upload, Active Directory sync, SFTP, etc.
• Acquire industry knowledge related to general trends, use cases, and emerging technologies
• Ensure positive and productive customer experience to maintain software renewals
• Contribute to AlertMedia’s culture, values and vision for the future

What you bring to the role:

• 2+ years’ experience in customer success management or account management
• Strong organization and time management skills with ability to prioritize
• Comfort level managing a large volume of accounts
• Outstanding verbal and written communication skills
• Experience with customer implementation and software adoption
• Strong listening skills with the ability to mirror and work with a variety of customer profiles
• Ability to work with all members of our team (customer support, business development, software development, and product management)
• Experience working with large datasets, file uploads, and comfort level working with high-volume spreadsheets
• Must be independent, self-motivated, success-driven, and adaptable
• Tons of energy, humor, empathy, and enthusiasm
• The ability and desire to work in a fast-paced, challenging environment
• The desire to learn and be coached
• Bilingual is a plus

Why you’ll love working at AlertMedia:

• Competitive base salary + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 6 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails

About AlertMedia: AlertMedia is leading the evolution of employee safety for a modern workforce. We offer the most intuitive emergency communication software on the market with fully integrated threat warnings and employee safety monitoring. We believe any organization can improve safety and business outcomes during critical events by quickly identifying threats and simplifying fast, reliable communication to impacted audiences. We are headquartered in Austin, TX, and trusted by thousands of customers in over 100 countries—including DHL, British Petroleum, SurveyMonkey, and Walmart—to keep their people safe and connected anytime, anywhere. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com. Come join us in our mission to save lives and minimize loss through effective communication. AlertMedia does not currently sponsor applicants for work visas. Position is open for remote location except for in the following states: Alaska, Colorado, Louisiana, Montana, North Dakota, Oregon, Hawaii and West Virginia.