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- Scaled Customer Success Manager
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Scaled Customer Success Manager
Company | Asana |
Address | Chicago, IL, United States |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-29 |
Posted at | 10 months ago |
At Asana, we’re building collaboration software to help every team in the world become more effective in working together and realizing their goals. Our Customer Success team is committed to helping customers adopt Asana as both a technology product and a holistic approach to teamwork. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time.
- Conducting discovery to build rapport and deeply understand the customer’s needs, business processes, and vision
- Proactively partner with Sales and Renewals to flag at risk accounts, provide customer insights, and highlight expansion opportunities and retention risks
- Liaise with Support and Finance to help quarterback resolutions for customer issues
- Act as a cross-functional superstar:
- Storytelling through business reviews on value realized and areas of opportunity for deeper value
- Surfacing the best scaled resources based upon the customer’s needs
- Co-create strategies and plays with your Scaled CS team to drive the broadest engagement across our customer base, most meaningful engagement tactics, and best adoption and retention results
- Work with Asana customers across industries, functions, and stages of their customer journey in both time bound 1:1 and scaled manners
- Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business
- Drive customer outcomes and value via time bound engagements by:
- Leading design workshops to provide the customer firsthand experience in building or adapting their processes and challenge them on ways to improve their use of Asana
- Consulting on change management to help customers more easily adopt Asana as a way of working
- Empower customers to become self-sufficient Asana champions, solving for their immediate needs while focusing on their long term success, value realization, and retention
- Strong team player
- Customer-centric: Devoted to ensuring our customers’ success and committed to advocating for our customers whenever possible
- Self-motivated and curious: Bias for action and work effectively in a highly ambiguous, ever-changing environment
- Fluent in English
- Driven, process-oriented person: Able to effectively balance competing priorities and make decisions that best support Asana, the team, and the customer
- 1 year demonstrated success in an Account Management or Customer Success role
- Solid communicator: Able to communicate confidently & concisely through Asana, via email, over the phone, or in person, with all audiences (from cross-functional team to customer Executives)
- Career coaching & support
- Long-term savings or retirement plans
- Inclusive family building benefits
- In-office culinary options to cater to your dietary preferences
- Mental health, wellness & fitness benefits
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