Customer Success Manager at PlayerLync

| Greater Denver Area
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Company Description

PlayerLync is transforming the way companies manage their learning and operational performance. We work with professional sports teams (such as the Denver Broncos and 18 other NFL teams), restaurant & retail (Chipotle, Starbucks, Talbots), and other corporate customers. We’re a high-performance, fast-growing team that is focused on making PlayerLync a rocketship and epic success.

Job Description

As a Customer Success Manager, your mission is twofold: (1) make sure our customers are ecstatic about their experience with the PlayerLync platform, and (2) manage renewals and upsells. You’ll work with the Customer Success team leader to manage a portfolio of enterprise clients. You’ll also build customer success processes and materials to propel efficiency, scalability, and customer delight. And you’ll collaborate with internal teams to represent customers’ needs and get things done – including Sales, Support, Product, and Marketing.

Why are you a good fit? Because at your core, you are fiercely dedicated to the success of your clients. You have the best customer management and business consultancy skills around. And you’re passionate about expanding client use cases and growing our business.

Essential Duties & Responsibilities

  • Own overall relationship with assigned clients, which includes ensuring adoption, optimizing satisfaction, improving retention, and driving upsells.
  • Work with Customer Success team to achieve our NPS and net revenue retention metrics.
  • Establish a trusted/strategic advisor relationship with each client and drive continued value of our products and services.
  • Be a PlayerLync product expert and evangelist, able to provide advanced training and guidance.
  • Develop and nurture customers for advocacy.
  • Create sales orders for renewals and upsells, and negotiate agreements with customers.
  • Advocate customer needs/issues cross-departmentally.
  • Constantly look for ways to make the PlayerLync Customer Success team best-in-world.

Qualifications

  • 3+ years experience in Customer Success or equivalent history of increasing customer adoption and satisfaction/NPS scores.
  • History of strong net revenue retention with your customers.
  • Experience with multi-unit restaurant and retail companies is a plus.
  • Impeccable written and verbal communication skills, including a history of presenting to leadership teams.
  • Strong technical skills, including knowledge of IT networks, mobile apps, cloud environments, and basic coding.
  • Excellent sales skills, including ability to conduct business case analyses, manage a sales funnel, prepare proposals, negotiate, and close upsell deals.
  • Experience with Salesforce and Desk platforms (or similar CRM/Support solutions).
  • History of using Customer Success systems is a plus.
  • Experience in creating Customer Success workflows, templates, and playbooks.
  • Proficient in Office software, including basic data analysis in excel.
  • Hard core about getting things done, while at the same time maintaining a spirit of collegiality and vibrant sense of humor.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • Twitter BootstrapLibraries
    • VueLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SymfonyFrameworks
    • ZendFrameworks
    • AngularFrameworks
    • Maria DBDatabases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • RedshiftDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We're a high tech company located in the Denver Tech center close to a number of great local eateries.
PlayerLync Started by Helping the NFL with Content, Then Corporate America Came Calling
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An Insider's view of PlayerLync

What’s the vibe like in the office?

Fun, collaborative culture focused on exceeding goals and celebrating the wins. Casual and team based atmosphere centered around providing the best service and solution to our customers.

Brad

Account Executive

What projects are you most excited about?

Working with all of our teams to architect a SaaS based platform for the PlayerLync solution. This project will give us the opportunity to build, maintain, and manage a highly scalable solution that utilizes modern technologies to help solve real problems for our customers. A project of this magnitude is a once in a career opportunity!

Dean

Director of Operations

What are some things you learned at the company?

My experience at PlayerLync has helped me learn about databases, API’s, workflow, and much more. I have gained knowledge in areas I didn’t expect, such as programming and automated testing. But most of all, I’ve learned how to best communicate with others on a team and work together to solve problems that affect a larger group of individuals.

Cory

Junior QA Engineer, Development

How do you empower your team to be more creative?

By giving folks the freedom to try new things or new ways. There is rarely one right way, and it's only through trying new things that people or teams reach greatness.

Gary

Head of Marketing & Channels

How would you describe the company’s work-life balance?

On my first day, our CEO left me a note with “More life!” written at the bottom. I've seen this in the work/life balance this company pushes its employees to have. I work hard and play hard at PlayerLync and am ultimately more successful and fulfilled because of the balance!

Mallory

Customer Success Manager

What are PlayerLync Perks + Benefits

PlayerLync Benefits Overview

We value culture first and foremost by supporting a work hard, play hard mentality. We offer a variety of perks to make your workday enjoyable such as office snacks, shuffleboard, ping pong, and an on-site gym. We offer a medical plan that has 100% employer paid premiums and strive to add at least one major benefit or perk each year. We support an open door policy and strive to maintain the positive energy of a small start up as we grow and scale our business!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team based strategic planning
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office fitness classes.
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. PlayerLync also provides 2 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
PlayerLync offers a quarterly company outing. Past events have included bowling, Family Summer Picnic, Annual Vail getaway, and our Holiday Party!
Game Room
Take a break from a hectic day with a quick game of ping pong or shuffleboard!
Stocked Kitchen
We have a constantly stocked kitchen with a wide variety of snacks, an Espresso machine, fresh fruit and monthly birthday cake celebrations.
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Professional Development budget is available for job related continuing eduction.
Lunch and learns
PlayerLync offers lunch and learns for team trainings and kick off meetings
Promote from within
Continuing Education stipend
We offer up to $500 annually for classes, professional memberships, and other development opportunities that directly apply to each position.
Online course subscriptions available
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