Customer Success Manager
The Customer Success Manager (CSM) is part of the UPshow Customer Success team and works with UPshow’s enterprise-class (large) customer base. The objective of this role is to : (1) drive greater / faster adoption of the platform across current customers and (2) provide a seamless and effective onboarding of new customers. CSMs provide a blend of: strategic counsel; industry acumen; innovation, detail-orientation and technical prowess.
Simply put, you are the face of UPshow. Not only will you be an advocate and trusted partner to your clients, but you will be relied upon as an industry expert within one of the following verticals: Hospitality, Fitness & Healthcare.
Responsibilities:
- Partner with named customers to understand their strategic goals and objectives
- Implement creative ideas that utilize the UPshow platform to help customers realize material economic gains (e.g increased revenues) and provide experiential advancements causing their customers to visit with greater frequency and recommend them to their friends and family
- Use insights from the UPshow platform to provide strategic recommendations
- Create tailored Account Plans and business reviews that provide clear feedback on progress to goals and objectives
- Actively communicate product updates and relevant features to customers in order to set expectations and manage their experience.
- Cultivate and develop close working relationships with Executives, GMs, Office Managers, and other key stakeholders
- Work collaboratively and assist with customer support to ensure the customer experience (help desk tickets, customer wait time, etc.) is optimized and synergized with the accomplishment of customer outcomes (utilization, adoption, etc.).
- Discover customer pain points and advocate for them internally to influence product changes
About You:
- 3 - 4 years of relevant experience in customer success or sales
- Bonafide experience in interacting and influencing with the c-suite
- Bachelor’s degree
- Experience managing your own book of customers including onboarding, monthly touchpoints, and QBRs
- Strong written and verbal communication skills
- Action-oriented and ability to work well with ambiguity
About UPshow:
UPshow is the leading in-venue consumer engagement platform in the United States. With thousands of screens in venues (health clubs, restaurants, sports bars, and leading family attractions like Navy Pier) across the country, UPshow is built to drive the outcomes that matter most to any business. One small plug and play device transforms the TVs within a business into powerful marketing and entertainment assets. In doing so, we enable businesses to drive revenue, loyalty, awareness, and other key results while creating an unforgettable customer experience.