Mediafly is a fast-growing technology company located in the heart of Chicago. We provide a SaaS solution that enables complex and dynamic organizations to elegantly deliver their business or entertainment media from the content creators to the end user on any device, no matter the format.

We are looking for a tech-savvy, customer-focused rockstar to join our small and nimble Customer Success team! As a Customer Success Manager, you will ensure our customers’ success by understanding their business objectives, delivering day-to-day guidance on our products, and providing solutions to their biggest challenges. Our Customer Success team recognizes that the ability to create an amazing customer experience is to not only flawlessly react to customer requests, but to also be proactive in developing best practices and processes for the customer.

To provide the best to our customers, we need someone who has strong business acumen, tactical skills, empathy, and authenticity. This person should articulate technical processes in a clear, direct manner to diverse audiences. Most of all, this person should be passionate - passionate about our customers, passionate about solving problems, passionate about the perfect way to brew a cup of coffee.

What Does a Typical Day Look Like?

Every day at Mediafly is filled with exciting challenges, opportunities to learn, and a lot of GIFs.

You’ll start your morning with a visit to our stocked kitchen. As you sip on a mug of Metropolis coffee, you’ll be checking in with your customers and catching up on emails. You may gear up for an on-line training session with an enterprise company’s 200-person sales team. After leading a well-attended webinar, you’ll grab some snacks from the kitchen to refuel as you casually brainstorm half-brewed concepts with the product team.

Inevitably, an urgent customer request comes in, requiring you to switch gears, jump on the phone, and save the day. After a successful remedy, you’ll reward yourself with a fierce table tennis battle and perhaps some leftover birthday cake. You’ll end your day by thinking about the challenges our customers face and how we can make their lives easier.

You’ll Be Responsible for...

• Maintaining relationships with key customers to establish a thorough understanding of their business needs and how our products and services can serve them

• Increasing ROI for our customers by increasing adoption of appropriate features and best practices

• Providing support for customers by demonstrating product expertise and guiding them with best practices

• Assessing customer requirements and manage implementation work for new and existing customers

• Conducting on-boarding and training activities

• Working closely with the sales team on account plans, customer strategy, and product adoption

• Participating in executive business reviews for strategic customers

• Demonstrating mastery of our ever-evolving features and capabilities by working closely with our engineers, and using our products as part of your daily rituals

• Effectively using data, as well as customer knowledge, to create meaningful interactions with our customers

So You’ll Need to Have...

• The burning desire to work with our customers and solve their problems

• Superior listening, written, and verbal communication skills

• Ability to digest and articulate complex information

• Ability to create value from raw data

• Comfort conducting trainings and webinars for small and large groups, with the ability to adapt to the audience

• Independent judgment under minimum supervision

• Strong interpersonal skills

• Ability to teach yourself

• Passion

And Also...

• Bachelor’s degree in a technology, marketing/sales, or communication related field or the equivalent skill and knowledge

• 3-5 years experience working with customers in Customer Success, Sales Support, Tech Support, or Technical Account Management roles

• Experience and comfort working closely with customers, especially during support escalations

• Experience working with large and complex customers who have a range of job functions and personalities

• Knowledge of Salesforce, Gainsight, SQL, and/or Tableau is a plus

Why Should You Want to Work at Mediafly?

Besides the fact that you’ll be working alongside some really cool people on a really cool product...

• Competitive pay, stock options, and benefits like health, dental, generous paid time off, and retirement plans with matching.

• Casual dress code. Come to work in jeans and a t-shirt or a three-piece suit - whatever is comfortable for you!

• Conveniently located in downtown Chicago, close to public transport as well as a bunch of great lunch spots.

• Free food. From breakfast, to lunch, to snacks - we never let our employees go thirsty or hungry.

• Open office. The lack of cubicles allows for inspired collaboration, witty banter, and occasionally some awkward eye contact.

• Ping Pong room! Need I say more?