Customer Success Manager

Customer Success Remote, United States


Description

Customer Success Managers (CSMs) are responsible for the relationship between ON24 and its clients. This role is responsible for the effective and successful coordination of setup, implementation, training and maintenance on various ON24 Products and Platforms, as well as partner products and platforms. 

This is a role which requires an organized individual, who is comfortable interfacing with clients, handling multiple projects with both long and short timelines, and facilitating projects involving sales, engineering, finance, and external client teams.

This is a remote (West-coast) position. 


Primary Responsibilities

  • Successfully execute client engagements and act as client point-of-contact for project related issues
  • Must be able to consistently meet project timelines and ensure client expectations are met and exceeded
  • Facilitate Account Setup, implementation, training, and ongoing account review and modification
  • Assist with the renewal process for annual renewal of accounts
  • Conduct frequent reviews with accounts to determine customer satisfaction and utilization levels
  • Provide client training and support of ON24’s proprietary webcasting platforms
  • Provide process and reconciliation of invoicing for ON24 products and services
  • Provide Event Management services as needed
  • Provide platform support through use of Support Ticketing System, email and phone

Essential Experience
  • At least 4 years of work experience in account management, Customer Service or Customer Success
  • A bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

Essential Skills
  • The ability to work effectively with all levels of the organization to effectively complete assigned projects within the specified timeline
  • Professional experience with Microsoft Outlook, Word, Excel, and PowerPoint
  • Excellent organizational, planning, and communication skills
  • Integrity, Creativity, Intellectual Curiosity, High Standards, Persistence, and Achievement oriented

Highly Desired Experience

  • A solid understanding of live and on-demand streaming media technologies
  • Must be prepared to work occasional non-standard hours and occasional travel