Customer Success Manager (Entry Level/SaaS)
Aravo Solutions, Inc., United States
Job Description
Aravo is hiring a talented Junior Customer Success Manager to join our growing team!
Aravo was founded to bring order to the complex, chaotic world of enterprise Third Party Risk Management. We deliver the market-leading enterprise SaaS solution for managing third-party risk and compliance, helping Global 2000 companies protect their brand, build customer trust, and drive principled performance. Our notable and growing customer base includes the biggest and most respected brands in the world including Google, Microsoft, Salesforce, Deloitte, Ford, GE, Pfizer, Fidelity International, Visa, British Petroleum, Nike, Pamp;G, Unilever and many others.
Working for Aravo is working with purpose. Our team takes pride in delivering excellent products that really make a difference and we enjoy providing exceptional service to our clients. We’re intelligent, collaborative and solutions driven. We know what we do helps serve a greater purpose by providing solutions that help eradicate corruption and social injustice from the world’s supply chains and third-party networks. We feel really good about that.
Aravo is headquartered in San Francisco, with offices and partners across the US, Europe, and Asia.
We are currently looking for a Junior Customer Success Manager to work with our clients at all levels of their organization ensuring excellent customer experience and acting as the client advocate. This person will have an exceptional background in customer service or account management, thrive in a fast-paced SaaS environment, and have the strong ability to truly understand the client’s business needs and objectives.
Requirements
- Accountable for Customer’s overall success with Aravo, including the adoption of Aravo’s solutions, customer health, and satisfaction
- Act as a primary Customer point of contact throughout the Customer’s lifecycle
- Assist with monthly and weekly wellness meetings to proactively and effectively conduct discovery and understand the customer’s objectives and priorities
- Create, coordinate, and deliver Quarterly Business Reviews (QBRs), ensuring any deliverables are communicated and resolved both internally and externally
- Create and define a measurable success plan with clear outcomes, and ensure cohesive communication across internal and customer audiences at all levels
- Approaching problem solving with grit; removing any roadblocks to reveal what your customer is looking to resolve, mapping solutions to the gaps, and outlining the value against the proposed solution
- Work in collaboration with the Account Manager to effectively network within accounts, document organization charts, and conduct soft introductions to internal team members
- Ensure an exceptional customer experience with proactive communication, orchestrating the right internal resources, and anticipating customer needs by offering new insights and ongoing engagement with direction
- Serve as a trusted advisor to the client; able to open up discussions of business priorities and metrics of ROI
- Foster innovation by sharing resources and new ways your customers can use Aravo’s solutions to advance their TPRM maturity
- Identify Customer’s at-risk, and work with the extended Aravo team to create and execute improvement plans
- Understand what and how new enhancements are being released to be able to demonstrate to the customer
- Be the voice of the customer internally at Aravo partner closely with the diverse internal stakeholder team to support the customer journey across user adoption and executive engagement
- Summarize and communicate product feedback to the internal product team
- Contribute to the ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers' success
- Proactively seeking current customer referrals to create a pipeline for prospects and analysts
- Work internally, on a team, to enhance customer documentation and create internal enablement material
- Follow-up with customers to ensure participation in satisfaction surveys, customer advisory board, marketing webinars, and internal pre-release webinars
Requirements
- Bachelor’s Degree required
- Familiarity with working in a fast-paced SaaS environment and the willingness to learn the intricacies of the solutions offered by Aravo
- 1+ years of prior experience in a client-facing role such as Customer Success, Account Management, Sales, or Consulting
- Ability to quickly learn new skills and work autonomously toward a stated goal
- Passion for driving customer success and measurable outcomes
- Strong communication and interpersonal skills
- Ability to prioritize, multi-task, and perform effectively under pressure
- Exceptional organizational and presentation skills