COMPANY OVERVIEW
Jeenie is a virtual interpreting platform that connects users to a video or audio call with live, qualified interpreters for on-demand language assistance. Our global community of interpreters, located in over 140 countries, is available to help clients 24/7 in over 300 languages. Clients access Jeenie from any smartphone, tablet or computer, as well as through third-party integrations with platforms such as Zoom.
We believe language is a Basic Human Right. We’re on a mission to eliminate language barriers and ensure equitable access in healthcare, education, refugee and immigration support, legal services, and government, as well as facilitate business and social conversations.
Join Our Team! As an innovative, young tech company, we are in an exceptional position to expand our peer-to-peer marketplace platform into a market leader, and disrupt a $60 billion industry. We are hiring vibrant and intellectually curious people who want to help us achieve our mission, grow professionally, and be part of a supportive and dynamic team!
POSITION OVERVIEW
Job Title: Client Success Manager
Location: Remote, with travel up to 10% (as required). Candidate must be located in the United States.
Position Details: Full-Time, Exempt
Compensation: Salary commensurate with experience
Jeenie® is seeking a motivated, confident candidate with experience in customer success and engagement management. Along with a professional attitude and lots of initiative, the candidate must have prior experience working in a fast-paced, rapidly changing environment with aggressive growth goals. He/She/They must demonstrate an ability to independently set productivity targets, be accountable for those targets, and be comfortable presenting regular progress reports directly to executive leadership.
As Client Success Manager, the candidate will be responsible for driving growth in usage throughout the client’s lifecycle with Jeenie. The Client Success Manager will be expected to combine a deep understanding of Jeenie products and services with a deep understanding of each client’s organization to develop onboarding and usage plans that seamlessly integrate Jeenie into client operation(s) and workflows, while increasing their productivity and efficiency.
The CSM will also monitor patterns of usage at the cumulative client level, as well as seasonality and cyclicality at the individual client level, and have a fundamental understanding of each client’s growth points, mapping them out over time to expand usage within the account.
Candidate will ultimately be measured on his/her/their contribution to usage growth from existing clients over time and demonstration of an ability to grow revenue from the existing client base.
This position will require a high degree of collaboration with Jeenie’s Sales, Marketing, Senior Leadership, and Operations teams. The candidate should possess operational understanding of small, medium and enterprise client business structures and be able to manage small implementation projects for both newly onboarding clients, as well as clients requiring operational support over time.
RESPONSIBILITIES
The Client Success Manager will be responsible and accountable for retention and usage growth in Jeenie’s existing customer base. Duties include, but are not limited to:
- Developing and executing on company client retention and usage goals, developing and updating annual usage targets each month.
- Successful onboarding of newly acquired clients, quickly establishing solid relationships with key stakeholders and advocates within the client organization.
- Identifying, monitoring, and managing the contract renewal process, including proactively managing RFP cycles, ultimately resulting in zero out-of-contract gaps and low client attrition.
- Proactively monitoring usage rates by account and collaborating with internal team members to identify monthly targets for outreach.
- Developing marketing campaigns and special promotions aimed at increasing usage.
- Leveraging existing client relationships to generate additional internal and external referrals as part of ongoing lead generation for Client Development team members.
- Conducting client product demos, training, webinars, and other face-to-face support contact as needed.
- Reporting on weekly and monthly KPIs relative to goals and providing thoughtful analysis on what is/is not working, along with recommended improvement strategies.
- Keeping all contacts and Client Success activity recorded in the company CRM tool.
- Responding to inbound client calls and/or email inquiries as needed.
- Other duties as assigned.
QUALIFICATIONS
- 5+ years related work experience
- Bachelor’s Degree or higher preferred
- Proven experience as a Customer Success Manager and/or experience in client relationship management, product management, or similar roles
- Experience in SaaS, language services industry, peer-to-peer marketplaces, and/or early-to-mid stage technology companies preferred
SKILLS AND COMPETENCIES
- Knowledge of modern CRM systems such as Salesforce, HubSpot or similar preferred
- Proficiency in Google Docs/Sheets and similar cloud based productivity tools
- Ability to build spreadsheets and financials projections
- Exceptional phone- and video-based communication to include running and/or facilitating group virtual meetings
- Excellent interpersonal and conflict resolution skills
- Excellent written and verbal communication skills
- Superior organizational/follow-up skills
KEY PERFORMANCE INDICATORS (not limited to):
- Monthly, quarterly and annual usage growth targets
- Monthly, quarterly and annual growth in Daily Active Users (DAUs)
- Client retention and renewal rates
- Client upsell percentages
- Operational metrics, such as time to onboard, time from contract signing to usage, etc.
EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Jeenie is an Equal Employment Opportunity and an Affirmative Action employer. We are committed to a work environment free of discrimination on the basis of race, color, ancestry, national origin, age, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, lactation, abortion, and related medical conditions), sexual orientation, gender identity, gender expression, marital status, or other characteristics protected by local, state or federal law. We adhere to the principle that all aspects of employment, including recruiting, hiring, training, compensation, promotion, benefits, discipline, and discharge be based on merit, performance, competence, or business needs.
