Customer Success Manager - Denver

Denver, CO

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Company Information

Job Description

Founded in January 2001, Crownpeak was the first company to offer digital content management through a SaaS solution. Today, leading brands trust Crownpeak’s cloud-first Digital Experience Management (DXM) platform to quickly and easily create, deploy and optimize customer experiences across digital touchpoints at scale.  Crownpeak provides a complete solution for DXM featuring content management, personalization, search and hosting, in addition to fully integrated Digital Quality Management (DQM) to ensure brand integrity and meet compliance requirements. Our recent acquisition of Evidon’s digital governance products has allowed Crownpeak to offer a comprehensive approach to help our customers govern data collection across their sites, apps and ads while staying in compliance with global regulations.

 

POSITION RESPONSIBILITIES

The Customer Success Manager will take ownership of new and existing accounts to help design adoption plans, rollout strategies and deliver projects. Customer Success is a critical role within the company to ensure customer satisfaction and retention, promotion of our Digital Experience Management (DXM), Digital Quality Management (DQM) and Digital Governance (DG) solutions.

You will be a product expert and evangelist, understand your customers' needs in depth and build strategic relationships within each account, at all levels. You will play a key part in client events, user groups and customer marketing initiatives, including speaking, demoing and talking about our solutions confidently and in detail.

You will also represent your customers internally and act as a liaison between the client, support, product, and implementation teams. Providing product feedback and escalation of critical service issues expeditiously is critical. You will need to be able to identify new opportunities within existing accounts and work closely with the sales team to close them, as well as helping customers understand and get the most from new product updates and features as they are released. Working with the Head of Client Relationships (or: Client Success), you will be an important part of building this team.

 

 

Skills & Requirements

 

QUALIFICATIONS

  • Minimum 2-3 years’ experience in a customer facing, account management role
  • Ability to read and interpret B2B contracts
  • Experience working with one or more CRM or Ticket tracking solutions (SalesForce or Jira a big plus)
  • Experience with customer negotiations and objection handling
  • Client account management experience
  • Strong written and verbal communication skills a must
  • Excellent teamwork skills
  • Experience with content management systems, SEO and Accessibility aspects is a big plus
  • Strong knowledge of web-based technologies
  • Be thorough, detail oriented, and self-motivated

 

You must have a proven track record of success, high energy and motivation, and the can-do attitude to make a difference in a fun, fast paced environment.

 

About Crownpeak
Crownpeak is an established and fast growing Software-as-a-Service company, headquartered in Denver, CO with a large office in the U.K. We provide a suite of award winning, hosted software solutions to online marketers and web site managers. Following recent investment, Crownpeak is privately held and venture-capital backed, and the majority of its revenue is from multi-year, recurring contracts with a very high customer retention rate. 

 

Compensation
Crownpeak pays competitive wages based on requisite experience and skills. The company has a 401(k) retirement plan, generous time off, a work-life balance approach, free EcoPass, as well as health, dental, vision, disability, and life insurances. Most importantly, each employee has an opportunity to build our business and become part of the successful future of Crownpeak.

 

Environment and Culture
Crownpeak has a casual, open office environment  We are looking for innovated, motivated, and energetic team members that want to be part of this fast-paced growing company!