Customer Success Manager

Sales Dublin, Ireland


Description

Do you believe that work matters? Well, we do too. In fact, we obsess over helping people find jobs that are the right fit for them.  Because where you work matters! If you’re passionate about helping people everywhere find a job and company they love, and if you are driven by results, we want to talk to you!  

Position Description

The role of the Customer Success Manager (CSM) is to engage, retain and ensure our customers understanding and adoption of existing and new product offerings. The CSM assists in the post-sales lifecycle working as a trusted advisor for each customer in optimizing their brand and campaign. The CSM will leverage Glassdoor’s data, insights, and best practices, garnered through working with thousands of human resources, talent acquisition, and marketing customers. 

 The ideal candidate will be as passionate about Glassdoor’s solutions as they are about providing an exceptional experience for every customer.  As the voice of the Customer at Glassdoor, we expect our Customer Success Managers to be active listeners but also strategic thinkers who understand that wearing both the company and the customer hat equate to success for both.

Responsibilities:

  • Act as a trusted advisor, thought leader, and subject matter expert to customers and partners, both internally and externally
  • Develop and maintain a deep understanding of customers’ business drivers and recruiting goals, and steer program activities to align with those initiatives
  • Proactively work with our customers, typically Human Resources, Marketing and Talent Acquisition departments, interacting with various levels of individuals ranging from Directors to C-level depending on the company; may include interactions with Agency partners as well
  • Partner with our Sales Organisation to manage customers’ success metrics and expectations, monitor and measure customer satisfaction, succinctly communicate ROI, and ensure customer growth and renewal within the Glassdoor product suite
  • Monitor and manage employer content and recruitment advertising campaigns including pay-per-click (PPC) and job slots management platforms to ensure consistent product performance and delivery
  • Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams
  • Analyze and monitor customer data to draw insights and optimizations with the goal of communicating those findings to the customers as well as adjust campaigns for better marketplace performance
  • Keep all customer needs, questions, contract information, and actions up-to-date using SFDC

Specific Hiring Characteristics:

  • Proactive, positive, self-starter, and team player with a love of continually improving the processes around you
  • Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function
  • Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums
  • Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s return on investment with your services
  • Demonstrable success in thinking strategically, executing tactically while providing consistent and high level customer satisfaction and retention in a fast-paced environment

Requirements:

  • Enthusiasm for online advertising/media, marketing, and/or talent acquisition space a must
  • Excellent presentation and organization skills
  • Bachelor’s Degree or equivalent work experience
  • 3-5 years of experience in B2B environments with preference for customer success, account management, sales or consulting background
  • Occasional travel for in-person customer meetings
  • Commitment to Glassdoor’s mission and values

It’s a Big Plus if you…

  • Previous experience in Pay-per-Click (PPC) advertising campaigns or online recruiting a plus
  • Basic understanding of HTML, XML, advertising tracking mechanisms and Applicant Tracking Systems (ATS) a plus
  • Experience using SFDC (or similar CRM) and Customer Success Analytics platforms such as Gainsight or Totango are a plus

Why Glassdoor?

  • Work with a purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member, all employees receive 3 paid volunteer days per year
  • Paid Healthcare
  • Income payment protection up to 6 months
  • EAP (Employee Assistance program)
  • Life Assurance x4 times basic pay
  • Mobile Phone expense payment
  • Paid holidays and flexible paid time off
  • Pension / PRSA employee scheme
  • Share Option Scheme
  • Great central location close to public transportation
  • Your choice between Mac or PC