Customer Success Program Manager

| Greater Denver Area
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Job Title: Customer Success Program Manager

Location: Denver, CO (Remote Field-US with Denver preferred) 

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. Xactly delivers a first-of-its-kind, end-to-end platform for Revenue Operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly's Intelligent Revenue platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly's scalable, cloud-based platform combines great software with the industry's most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.

THE OPPORTUNITY

As the Customer Success Program Manager at Xactly Corporation, you will design and build scalable programs and processes that enable our Customer Success team to deliver exceptional value and greatly impact the overall customer journey. 

You will work closely with key members of Customer Success, Sales, Product Management, Marketing, Education Services, and Support to deliver simultaneous programs and campaigns designed to accelerate customer engagement and product adoption. You will define and drive the implementation of systems, processes and programs to improve and enhance customer experience, engagement and advocacy. 

Through analysis of data and through collection of feedback through other channels of customer experience, you will understand gaps within the customer journey and work cross departmentally to implement programs and processes to resolve these gaps.

You will identify and implement internal guides and external customer-facing assets to deliver high performing customer interactions and touchpoints. Through tracking and reporting, you will monitor the quality and effectiveness of these key programs and continuously improve the effectiveness and efficiency of them.

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 unique differences between their business and goals, and by tailoring our strategy of engagement. 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:

  • Bachelor's degree or equivalent experience preferred

  • 2+ years relevant experience in a SaaS environment

  • Very strong program management skills that can help identify and solve problems quickly with minimal management guidance.

  • Leadership skills that help you lead a program without help or support from other members of the team.

  • Ability to take on programs in various stages of completion and run with them with full accountability and oversight.

  • Highly organized and self-motivated to create and execute program deliverables.

  • Excellence in developing processes and reporting metrics to enable teams to fulfill high priority program objectives.

  • Ability to influence change cross departmentally.

  • Exceptional written and interpersonal communication skills.

  • Curiosity to learn our products and work cross departmentally to create playbooks that allow CSMs to take productive actions to help our customers adopt, engage and advocate more.

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 Sales Bootcamp

  • Expand your knowledge of the internal Customer Success tools, Gainsight and Pendo

  • Gain a strong understanding of Xactly's Suite of Products and how Customer Success and the Customer Journey aligns within the company

WITHIN THREE MONTHS, YOU'LL

  • Utilize Customer Success Applications to execute on customer outreach aligned with NPS campaigns

  • Coordinate the planning and execution of regional user groups (remote and on site)

  • Collaborate cross departmentally to build out and execute Customer Success programs that enhance the customer journey at all stages of the customer journey

  • Continue to learn and understand products and internal processes 

WITHIN SIX MONTHS, YOU'LL

  • Expand NPS campaigns by creating a scalable process that continually gathers data, analyzes and communicates results 

  • Optimize end to end Customer Success programs to drive adoption and increase usage of the Xactly platform.

  • Enhance user group program to allow Xactly customers to continually share knowledge, information, and expertise

  • Report, track, and share success metrics at the executive level 

WITHIN TWELVE MONTHS, YOU'LL

  • Be seen as a well-versed, trusted business-advisor and expert, making a significant positive impact on user adoption and customer satisfaction

  • Work cross departmentally to help create new programs to drive increased customer adoption and satisfaction

  • Identify further educational and networking opportunities for continual growth 

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

Salary range: $ 60,000-75,000 base + Semi-Annual bonus

BENEFITS & 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 

THE XACTLY STORY

Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following 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 solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them 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.

 

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Location

In the heart of downtown Denver, Xactly is currently on floors 16 & 17 in the chase building with picturesque mountain views and a Starbucks on site!

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