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Optimizely is known for content, commerce, and optimization with our Digital Experience Platform (DXP). Millions of experiences are served with our platform every single day, helping organizations grow exponentially online. We have the honor of serving some incredible customers – which makes what we do extremely rewarding. Optimizely has over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit, and Zillow. 

Not only are we financially sound and growing, but we have unicorn status: we exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities. 

We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, UAE, Singapore, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and moving fast. People make the difference! 

If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment with the best humans, please apply! We’re just getting started... 

Introduction

Customer Success Managers at Optimizely are the customers advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As an Associate CSM, you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the life cycle and will be joining our brand new digital team! Our goal is to be able to scale how we communicate with customers. Using automation and digitalization enabling us to support, develop, nurture and grow our lower ARR customer base in addition to driving higher renewal rate.

Job Responsibilities

  • Implement and ensuring a ‘white glove’ service for our customers
  • Address risks of client churn with senior management
  • Introduce new products and services to our customers
  • Regularly share expertise with the team to support continuous learning and improvement
  • Analyze data, discover compelling insights and develop action plans to achieve goals
  • Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
  • Develop and maintain a customer success management plan, and to execute against that plan
  • Do consulting and training customers to leverage the best of Optimizely’s solutions to optimize the customer’s ROI
  • Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company’s services and additional products
  • Drive excellent customer satisfaction by understanding and over-delivering against Customer expectations
  • Maintain customer success targets through contract renewals, growth and lead generation
  • Full management of the customer renewal process
  • Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPI’s
  • Pro-actively reporting back to the Head of Digital and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
  • Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value
  • Collaboratively work effectively with and across other departments, especially the sales team
  • Maintain an active course of self-development in Optimizely & Industry developments
  • Please note that this role will involve collaborating with a global team, so the working hours will be from 2:00pm to 10:00pm Dhaka time. The work week will be from Sunday through Thursday.

Knowledge and Experience

  • Team interaction is essential for the growth & success of this person, you must be good at building internal stakeholder relationships. 
  • Relevant customer success and or account management experience in a software company
  • Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
  • Strong conflict management and conflict resolution skills
  • A passion for people, able to use your initiative and willing to go the extra mile
  • Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
  • Track record of achieving targets in a solutions environment
  • Ability to work well under pressure, while retaining focus and composure
  • Ability to communicate technical/ business issues and solutions clearly and confidently
  • Ability to understand, communicate and interpret best practice digital marketing techniques
  • Confident; self-motivated and driven to achieve

Education

Ideally but not essential - Bachelors degree in Business Administration, Science or IT preferred and further professional training in direct marketing 

Competencies

Establishing Relationships

Navigating Organizations

Prioritizing and Organizing Work

Making Convincing Arguments

Negotiating Agreements

Why Choose Optimizely?

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. 

Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow. 

As part of our commitment to you, here are other benefits and perks you can expect: 

  • Best-in-class compensation plans 
  • Two annual festival bonuses 
  • Recognition and rewards programs 
  • Paid Maternity (4 months) & Paternity Leave (12 weeks) 
  • Flexible vacations days and working hours 
  • Annual Work/Service Anniversary Leave 
  • Comprehensive medical & life insurance for you and your dependants 
  • Volunteering opportunities to make a difference 
  • Chance to work alongside our incredible global team 
  • Monthly and quarterly regional and global team-building events 
  • Communal transport facilities inside Dhaka to and from the office 
  • Free catered lunch every day 
  • An agile performance review process that encourages ongoing transparency between managers and direct reports 
  • Enablement program and soft skill training to support internal career growth and development 

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Confirmed 12 hours ago. Posted 6 days ago.

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