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Enabling media makers to know *before* publishing if their content serves audiences

Account Success Manager

$65k – $75k • No equity
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Hearken is looking for a Success Manager to contribute to our success team. This growth-mindset oriented person will play a critical role in deepening partner relationships, identifying solutions to problems, and tackling proactive retention strategy while working with customers in multiple sectors including journalism & higher ed. You will be part of a small but mighty team of three aligned closely with engineering, reporting to the Director of Operations.

As Hearken’s Success Manager you will:
● Get to know our customers - develop strategic and collaborative relationships with them at the executive level and across analytics, IT and business units as they adopt, implement and optimize Hearken engagement tech products.
● Own the core relationship with a defined segment of enterprise customers
● Implement the program of recurring and on-demand touchpoints with customers
● Help scale internal process to support hundreds of customers
● Synthesize voice of customer from qualitative and quantitative feedback, share with leadership and cross-functional partners
● Be a strong internal advocate for our customers, and represent our customers in discussions about Hearken’s product development
● Regularly assess account health to ensure alignment with customer needs, track retention revenue projections, and adjust strategy as needed to ensure retention of customers
● Lead and own the growth and performance of strategic and enterprise customer accounts through developing plans that include onboarding, training, continuous education, renewal cycles to drive retention
● Provide onsite training, consulting and problem solving in collaboration with our customers and other team members across the globe to ensure product success

We’re looking for these skills and experiences:
● 3-7 years of relevant business experience in Account Management or Customer Success
● Experience with SaaS
● Experience managing small to medium business customers
● Extremely good at data management and reporting to surface detailed revenue retention reports with strategic recommendations to Leadership and the company on a monthly basis
● Able to drive customer on-boarding, implementation and consultation
● Craft proactive alerts and reports that drive internal team behavior to manage customers more proactively
● Ability to manage cross-functional projects with great attention to detail
● Has a high degree of collaborative spirit and technical aptitude
● Proven track record of holding team to high expectations and exceeding NPS (Net Promoter Score) and customer retention targets
● Comfort with making presentations to stakeholders at a variety of levels
● Familiarity with tools commonly found in a B2B tech stack: CRM, marketing automation tools, marketing analytics tools, contracting software, etc.
● Ability to operate in a rapidly scaling, high-growth environment
○ Experience working in a startup environment like ours is highly preferred. BTW, we aren’t your typical startup. Read more about our culture as a Zebra company here)

And these values and characteristics:
● Strong people skills: the ability to identify, grow and deploy talent through coaching
● A good listener: someone who makes decisions through listening to and collaborating with those closest to a problem
● Creative problem solving skills: you won’t be using a playbook - you’ll be writing one!
● Systems thinker: you can plot out and create workflows to optimize for efficiency and effectiveness
● Hustle: action-oriented with a growth mindset
● Adaptable: able to change and adjust quickly as new information comes along
● Curiosity: someone who is driven to learn from colleagues and the market and doesn’t assume all the answers (our staff is very smart!)
Additional skills, experience and characteristics we consider a major plus:
● Experience working with clients or partners around the world, across language barriers
● Industry experience or familiarity with public serving industries journalism/media, education, healthcare and/or foundations/nonprofits.
What we’re looking for in all team members Our company’s core values are: openness, initiative, empathy, delight, critical thinking and flexibility. So first and foremost, we are looking for someone who embodies those values. We also look for a person who is:
● Nimble, agile, excited about being in a fluid environment
● Good listener and willing collaborator
● Great communicator
● Curious and solutions-oriented
● Enthusiastic to be involved in all aspects of the company
● Able to anticipate the needs of customers and team-members
● Positive attitude
● Willingness to adapt and shift as the org evolves
● Ability to lead within changing systems, structures and in alignment with industry insights

Hearken at a glance

Enabling media makers to know *before* publishing if their content serves audiences

Hearken focuses on Digital Media, SaaS, Crowdsourcing, and Journalism. Their company has offices in Chicago. They have a small team that's between 11-50 employees. To date, Hearken has raised $50K of funding; their latest round was closed on February 2015.

You can view their website at http://wearehearken.com or find them on Twitter, Facebook, LinkedIn, and Product Hunt.

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