Customer Success Manager

Job Requirements

Phenom Intro:

Our purpose is to help a billion people find the right work Phenom is an AI-Powered

talent experience platform that is redefining the HR tech space. We have grown into

a global organization with offices in 6 countries and over 1,500 employees. As an HR

tech unicorn organization, innovation and creativity is within our DNA. Come help us

make every talent moment Phenomenal

At Phenom, we love solving our customers' challenging problems in talent

management. We are one team together, dream big and deliver superior customer

experience through AI-powered innovative products. You will be a part of an

inspiring product team that drives create innovative products to deliver superior

experiences and values to our customers.

About the Role

The Customer Success Manager role at Phenom is responsible for our customers' post-sales and implementation journey, focusing on helping them achieve their business outcomes and continually driving value from the Phenom Talent Experience Platform. Our Customer Success Specialists share best practices and playbooks to help our customers scale adoption and usage while achieving their goals.

You will become a trusted advisor to help our customers navigate the digital transformation landscape. You will help them define their key aspirations and leverage AI powered Phenom application to re-design the way they acquire, engage, and empower talent, internally and externally, across the globe. You will also be the voice of our customers back to Phenom.

Job Responsibilities:

• Evangelize products with our customers and ensure customers maximize product value
• Thought partner with the customer in defining the right strategy
• Unblock internal escalations by partnering with cross functional teams including product, engineering, managed services, support, and account management
• Influence Phenom's strategic direction by understanding customer's business, challenges, desired outcomes, and requested product features
• Drive customer satisfaction to guarantee customer renewal and retention
• Upkeep with upcoming features and roadmap to strategize customer goals
• Track and monitor customer health using internal tools like Salesforce and Totango.
• Attention to detail, ability to understand, articulate and manage customer expectations
• Manage a portfolio of large to small accounts
• Basic Qualifications:
• 5+ years of experience in management consulting, functional HR talent acquisition/talent management/learning/etc., customer success, or account management
• Preferred Qualifications:
• 5+ years of experience in or more areas of consulting, testing, support, functional HR talent acquisition/talent management/learning/etc., customer success, and/or account management
• Knowledge of how enterprise implementations, professional services, support processes work – will be a definite plus.
• Experience in AI powered technologies in the HR space or working at a fast-growing technology/SaaS company
• Strong verbal and written communication skills
• Experience in providing trainings, demos, and participate in webinars/conferences

We are a team of self-starters who excel in their fields. We believe in giving you responsibility, not a task. We expect you to take ownership and pride in the work you are doing and see the positive impact of your work on your colleagues and our customers. We believe in providing transparency and support, so you can do the best work of your career.

Benefits:

• Health and wellness benefits/programs to support holistic employee health
• Growing organization with career pathing and development opportunities
• Tons of perks in every location for all Phenoms