CUSTOMER SUCCESS MANAGER
Position title: Customer Success Manager
Position location: Chicago, IL (Toronto, NY, LA or Remote will be considered)
Position type: Full time
About Second City Works
Second City Works is the professional services side of The Second City, the world’s leading comedy theatre and school of improvisation. We serve more than 600 clients –including nearly 25% of the Fortune 500– through hands-on learning, licensed and custom video, consumer marketing programs, and custom live entertainment. When businesses engage Second City Works they develop unique insights and skills to better collaborate and create with their colleagues and customers. Working with leading international clients across various industries, including tech, CPG, financial services and healthcare, over 4 million employees view our video content globally, and we maintain a Net Promoter Score of 82. We are adding to our Sales Enablement team to expand our impact and match market demand for our solutions. To know more about us, visit https://www.secondcityworks.com/feed-types/news
About the role
The Second City has been an iconic institution for 60 years. Our award winning shows, training center, together with Second City Works, enable us to share our talent and techniques with locals, visitors and businesses alike. To reflect that, we will be adding to our Customer Success team to expand our network and enhance our position as a strategic partner to our portfolio of clients and partners
We offer a vast variety of unique products across multiple verticals including professional services (team building, storytelling, leadership, etc.), licensed content and live entertainment and events. In addition to live learning and entertainment, a core piece of our business is a licensed video library (learn more at realbizshorts.com). As a Client Success Manager, your role is all about building trust and creating strong relationships in order to seek new and additional ways for us to work with our clients. You’ll need to quickly become an expert in all of The Second City’s products, and know how to navigate any client situation towards the right solution. It goes without saying, but a “Yes, And” mindset is critical.
Success in this role is measured by driving revenue through expansion and upsell opportunities, while maximizing renewal rates, client relationship development and client satisfaction scores.
This is a full-time, exempt position reporting to the VP of Customer Success.
Our Customer Success Team focuses on the post-sale client experience within all of our corporate partners, students, audiences and product license customers. We build trust and loyalty through exceptional customer service, an understanding of our customers needs and goals, a supportive and positive attitude.
Product expertise: Vast understanding of the entire product portfolio and ability to articulate all information about The Second City and it’s offerings.
Product Adoption: Deep and wide knowledge of application abilities of all products and how to successfully implement at client level
Client Health: Conduct regular check-ins with top clients to assess their status and find new areas of opportunity for business. Communities that feedback to the Product Development team
Client Base Retention: Driving revenue within accounts through repeat and contract renewals
Client Base Expansion: Identify new expansion opportunities through customer engagements and interactions across multiple product lines, growing vertically and horizontally throughout your account base
The right candidate
Is sales-driven, with a drive to create opportunities within customer accounts
Is customer-obsessed, and is motivated by customer health
Is experienced and comfortable managing a $5M+ book of business
Has a track record of handling customer expectations, navigating challenging conversations, and unlocking new opportunities
Works as an ensemble with our sales, creative and production team to ensure all customer feedback is communicated and implemented on their behalf
Minimum skills and qualifications
BA in business, marketing or 5+ years in sales or account management, customer success or post-sales roles
A creative problem solver who is able to think beyond requirements, innovate and provide thoughtful solutions
Ability to effectively prioritize tasks and time within a fast-moving environment; timely communication to clients is a must
Dedication to accuracy and detail, while remaining results-oriented
Strong communication skills, both written and verbal - presentation and report-building are a necessary part of presenting to clients on a regular basis
We are an open, inclusive workplace and welcome applicants who bring along with them diverse life experiences, including every permutation of economic and cultural backgrounds, orientation, ethnicity and points of view. We strive to continue our efforts to work with people who may otherwise be marginalized or underrepresented in our business and around our community.
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