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Customer Success Manager

Company: Hubb
Location: Vancouver
Posted on: January 13, 2021

Job Description:

Who We Are:Hubb is a virtual event software platform that's revolutionizing the way that people interact and consume event experiences. Our cloud-based software streamlines the process for collecting, managing, and marketing event content and provides powerful attendee engagement tools that bring brands to life. Hubb powers many of the world's largest conferences for some of the most recognizable brands. Our growing tech company is women-owned and based in Vancouver, WA with a global customer base. Come help us move the events industry forward by making virtual, in-person and hybrid meetings come to life as never before. Our Culture:We are a team of passionate, innovative professionals take immense pride in providing cutting edge solutions and who thrive on achieving the seemingly impossible!We know we are happier and more productive when we can be true to what drives us each individually, so we speak, dress and behave exactly like we do anywhere else. We are genuine, fun loving, intellectually curious and enjoy celebrating the journey.We believe in our ability to do a job and do it well. We believe that technology and tools should be intuitive and self-managed, and they should also reflect one of the core tenants of being a meeting planner.Ultimately, we build products and services for people who enjoy their jobs and we appreciate the ability to enjoy our own. Because if you could be happy in your work--- why wouldn't you? The Perfect Fit:You are that rare combination of consummate relationship builder who delights our clients and has them coming back for more; yet also the supreme master of implementation - when a leader with a cause needs someone to execute a lofty plan, there's nobody more willing or able than you. You readily meet aggressive deadlines since execution excellence is high on your priority list. Because you are a perpetual optimist with an upbeat disposition, you manage high intensity moments with grace and an eye for best possible outcomes.You dominate your CRM with unerring accuracy and love to truly know your client base inside out and upside-down. Your tech support team has a good understanding of what, how and why they do what they do because you have given them clear, consistent and collaborative guidance.You desire to work in an environment where your input is crucial to help shape our offerings and how we interact with clients. You enjoy owning your world by managing your time like a boss (and in our self-managed team environment, you basically are your own boss). Common sense and good judgement are your guiding beacons leading you to exceptional prioritization and achievement.If this is you, there are a lot of people who are eagerly adopting our product and we would love your help in ensuring they continue to do so! Responsibilities:

  • Owns the entire customer life cycle for your book of business (e.g. account set up, onboarding, event-go-live, renewal, advocacy).
  • Works cross functionally with Sales, Professional Services, and Product to address client issues.
  • Set expectations, hold clients and teammates accountable for hitting event key milestones required for success events.
  • Drive post con process and make recommendations for ways to drive additional value on future events
  • Visibility into Zendesk to assist with escalating urgent client tickets.
  • Responsible for renewals and upsells.
  • Learn the Hubb product in order to be an informed and educated advisor.
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.
  • Act as technical leader with your account base following up on issues, bugs, and other potential renewal detractors.
  • Maintain a forecast of renewals and work to identify and/or develop upsell opportunities.
  • Advocate customer needs/issues cross-departmentally and act as a voice of the customer across the organization More about the Perfect Fit:
    • You have experience working with clients in the events industry, preferably from within an agency and supporting a high volume of customers.
    • You are intrigued with software and technology. As a result, you are comfortable getting into the technical details as well as the commercial side of business relationships.
    • You are driven are to excel; it's just who you are.
    • You're eager to learn, adapt and perfect your work; you are curious but seek out help when needed.
    • You assume the best about our clients because you know they are super busy and are counting on your support!
    • You are very personable, someone who is an excellent communicator and who enjoys interacting with others (and they with you!).
    • You are independent and resourceful.
    • You are highly responsible and self-motivated, and slightly overboard on attention to detail. Qualifications
      • 2+ years managing project teams, client engagements and product support for a software solution and/or digital agency.
      • 2+ years' experience implementing software solutions in a SaaS environment using agile principles; scrum methodology is preferred
      • Strong preference for corporate event experience particularly in the area of event technology
      • Experience with HubSpot, Zendesk preferred
      • Proficient in Office software
      • Prior experience in closing sales deals at the executive level is a definite plus NOTE: This position is for candidates located in the northwest region of Oregon or Washington.

Keywords: Hubb, Vancouver , Customer Success Manager, Executive , Vancouver, Washington

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