Experienced Customer Success Manager – Managed Services and Client Relationship Development Expert

Introduction to blithequark

At blithequark, our mission is to empower creative companies by providing innovative technology services and leadership, combining specialized industry expertise with engineering excellence. As a rapidly growing technology services firm, we cater to some of the most notable movie studios, gaming companies, visual effects houses, and advertising firms in Hollywood. Our vision is to expand blithequark's presence globally, building an elite team of technology specialists focused on enabling creatives to achieve their vision without worrying about managing technology.

Job Summary

The Customer Success Manager will play a pivotal role in ensuring that our Managed Services clients achieve their desired outcomes while using our services. This involves building strong, long-term relationships with clients, understanding their business needs, and providing tailored support to enhance their overall experience with blithequark. As a key member of our team, you will be responsible for driving client satisfaction, retention, and growth, while also identifying opportunities for upselling and cross-selling based on client needs.

Key Responsibilities

• Client Relationship Management: Develop and maintain strong, trusted relationships with key stakeholders across client organizations, and regularly communicate with clients to understand their evolving needs and goals.
• Onboarding and Training: Ensure seamless onboarding of new clients by providing comprehensive training and support, and facilitate workshops and demos to enhance product adoption and usage.
• Customer Retention and Growth: Implement strategies to reduce churn and increase client retention rates, and identify opportunities for upselling and cross-selling based on client needs.
• Issue Resolution and Support: Proactively address client issues and concerns, ensuring timely resolution, and collaborate with internal teams (e.g., sales, support) to resolve complex issues.
• Data Analysis and Improvement: Analyze client data to identify trends and areas for improvement, and use insights to refine service offerings and enhance the client experience.
• Advocacy and Feedback: Act as a client advocate within blithequark, ensuring their needs are represented in product development and service enhancements, and collect and integrate client feedback to inform strategic decisions.
• Team Collaboration: Work closely with sales, marketing, and product teams to ensure alignment and a cohesive customer journey, and participate in training and enablement initiatives to enhance team capabilities.

Essential Qualifications and Skills

To be successful in this role, you will need:

• Excellent Communication and Interpersonal Skills: The ability to build rapport with clients and internal stakeholders, and effectively communicate complex technical information to non-technical audiences.
• Problem-Solving and Analytical Skills: Proven ability to analyze data and resolve complex issues effectively, and think creatively to develop innovative solutions.
• Leadership and Teamwork: Experience in leading or contributing to cross-functional teams, and a strong ability to collaborate with others to achieve common goals.
• Empathy and Customer Focus: Strong empathy and commitment to delivering exceptional customer experiences, and a deep understanding of client needs and pain points.
• Technical Knowledge: Familiarity with managed services and technology solutions, and the ability to quickly learn and adapt to new technologies and systems.

Preferred Qualifications and Skills

In addition to the essential qualifications and skills, we are looking for candidates with:

• Experience in Customer Success or Account Management: A proven track record of success in a customer-facing role, with a strong understanding of customer success principles and practices.
• Industry Knowledge: Familiarity with the media and entertainment industry, and a strong understanding of the challenges and opportunities facing creative companies.
• Technical Certifications: Relevant technical certifications, such as ITIL or CompTIA, and a strong foundation in technical skills, such as data analysis and problem-solving.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, and offer a range of career growth opportunities and learning benefits, including:

• Professional Development: Opportunities for professional development and growth, including training and certification programs, and mentorship from experienced professionals.
• Cross-Functional Collaboration: The opportunity to work closely with other teams, including sales, marketing, and product, to develop a deep understanding of the business and identify opportunities for growth and improvement.
• Innovation and Creativity: A culture that encourages innovation and creativity, and provides the freedom to think outside the box and develop new solutions to complex problems.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment, and our commitment to creating a positive and inclusive company culture. We offer:

• Flexible Work Arrangements: Flexible work arrangements, including remote work options, to support work-life balance and employee well-being.
• Collaborative Team Environment: A collaborative team environment that encourages open communication, feedback, and teamwork, and provides opportunities for socialization and team-building.
• Recognition and Rewards: A culture that recognizes and rewards outstanding performance, and provides opportunities for career growth and development.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Salary: A salary range of $60-90k annually, depending on experience and qualifications.
• Benefits: A range of benefits, including 401(k) and health benefits, to support employee well-being and financial security.
• Time Off: A generous time-off policy, including vacation and personal time, to support work-life balance and employee well-being.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join blithequark as a Customer Success Manager. With a strong focus on customer satisfaction, retention, and growth, and a commitment to innovation and creativity, we offer a dynamic and supportive work environment that is perfect for talented and ambitious professionals. Apply now to take the first step in your new career with blithequark!