Job Title: Technical Customer Success Manager

Location: Denver, CO

Function: Customer Success 

Position Type: Regular, Full-Time

Position Level: Experienced 

Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly's comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.

THE OPPORTUNITY

We are looking for a motivated individual with technical SPM experience and ambition to grow within a Customer Success organization. As a Technical Customer Success Manager at Xactly Corporation, you'll be responsible for helping our customers maximize the capabilities of the Xactly SPM platform. You're focus will be on building strong, trusted advisor status both externally with customers and internally with our teams. You'll use your strong product knowledge to provide consultative solutions to our customers.

We see Customer Success as a key differentiator for our business. Customer Success is the intersection between Product and our customers. As Technical Customer Success Managers we are the advocates that help shape product decisions based on customer feedback. We operate as strategic, consultative partners and take our industry know-how and best practices from each of our customers to up-level and support every Xactly user.

We are seeking an energetic, motivated, and articulate team player who is excited to impact Xactly's overall customer satisfaction. You will work collaboratively with Customer Success Managers to provide relevant adoption, best practices and technical recommendations on solutions and enhancements to meet customer's business needs. You will establish post-implementation adoption activities to closely monitor the success of our customers' initiatives.

THE TEAM

Xactly's Customer Success team is a tight-knit team driven to see the success of our customers. We have a very tenured, organically grown Customer Success leadership team that is always willing to provide support and guidance. We're a tight-knit and dynamic team of customer-centric product experts. We build relationships that are all about our customers' success. We do that by understanding the uniqueness of their business and their goals and tailoring our solutions to meet those goals. We act as the main point of contact to keep lines of communication open to make sure our internal teams are in the know of our customer's objectives so we can serve as consultative experts.

The Skill Set

• High technical aptitude to quickly understand customer use cases and requirements 
• Ability to drive cross-functional teams from ideation to solution
• Eagerness to self-learn technologies based on customer need
• Ability to manage proactive and reactive tasks effectively
• Must be able to manage multiple objectives at one time
• Proficient communicator (verbal, written and presentation skills)
• At least 5 years experience in a customer facing role
• Enterprise software experience - SaaS experience a plus
• Bachelor's degree required

WITHIN ONE MONTH, YOU'LL:

• Get your bearings and begin to build a strong foundation, upon which to grow
• Complete the Customer Success Onboarding and Professional Services Bootcamp
• Begin to build a technical understanding of Xactly's platform of products
• Work closely with your colleagues by shadowing customer interactions to identify and propose adoption opportunities 

WITHIN THREE MONTHS, YOU'LL:

• Continue to build on your technical understanding of Xactly's platform of products
• Work closely with your colleagues and work collaboratively to identify adoption opportunities within existing customer base and proposing solutions to increase adoption.
• Begin documenting and cataloging recommendations and solutions to create a scalable, repeatable technical customer success program.

WITHIN SIX MONTHS, YOU'LL:

• Work with you colleagues to build standardized and repeated-able processes to engage with customers, identify areas of opportunity and present solutions for increased adoption. 
• Create metrics to track, measure, and report on the implementation and successful outcomes of recommendations. 

WITHIN TWELVE MONTHS, YOU'LL:

• At 12-months, you will be seen as a well-versed, trusted advisor and expert, making a significant impact with the existing customer base and the adoption of the Xactly SPM platform. 

Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

BENEFITS AND PERKS

• Flexible Time Off (FTO)
• Comprehensive Insurance Coverage (including pet insurance!)
• Tuition Reimbursement
• XactlyFit Gym/Fitness Program Reimbursement
• Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
• Access to Corporate Discounts
• Parking & Commuter Benefits
• Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities
• End of Month Surprises, Contests, BBQs, Parties & Reward Vacations
• 401(k) Retirement Savings Plan & Employer Match 
• Periodic Massages
• Generous Employee Referral Program
• Relocation Assistance through Preferred Partner

THE XACTLY STORY:

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. Our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our products allow organizations to make better strategic decisions, increase employee performance, improve margins, and mitigate risk. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success and we are committed to upholding by delivering the best we can to our customers.

We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.

Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.

We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.