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Manager, Essentials Client Services at Signifyd
San Jose, CA, US
At Signifyd we’re creating a new market. We’re constantly improving and expanding the technology that has changed what fraud protection for e-commerce looks like. So we don’t have time for office politics. We understand that different people have different work styles and we thrive on variety while learning from each other. We’re all Signifyers, so we know that what needs to get done will get done.
 
Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it — from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it. We're protecting retailers from online fraud in a way that's never been done before and we could use your help if you're someone:
 
- Who believes challenges are best overcome by thinking differently.
- Who knows his or her role, but isn’t confined by it.
- Who’s greatest satisfaction comes from helping customers succeed and achieve their dreams.
- Who isn’t afraid to disagree, convincingly, civilly and honestly.
- Who will stop and hold the door for a colleague, even if you’re running late.
 
Oh, and a few particulars for this role:
 
As Manager, Essentials Client Services, you are responsible for the on-going success of Signifyd’s Essentials portfolio, primarily consisting of SMB (Small and Medium Business) customers. You will work cross-functionally with multiple internal teams to ensure alignment with customer objectives. As the owner of this portfolio, you will be responsible for all key aspects of this customer base, including but not limited to: profitability, growth, CSAT and NPS scores, and other key success metrics/outcomes as outlined by the Customer Success Leadership team.

Responsibilities

    • Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of the Essentials (SMB) portfolio of clients
    • Leverage knowledge of the Signifyd platform to advise on best practices around product usage with end users
    • Coach and mentor team members while serving as the point of escalation for all Essentials related matters (internal and customer-facing)
    • Ensure swift resolution of account issues, by leveraging resources from cross-functional teams, as needed
    • Provide manager oversight and assist team members with critical client conversations, when needed
    • Monitor portfolio and identify accounts with sizable expansion opportunities; coordinate with internal teams to act on such opportunities, with the intent to promote such accounts to a higher touch engagement model
    • Work closely with Marketing to identify successful customers and turn them into advocates
    • Partner with Sales/Account Management to help ensure renewals and expansion opportunities are identified and closed successfully.
    • Embody Signifyd values and serve as a role model for team members

Requirements

    • 5+ years of Customer Success Management and/or Account Management
    • 1-2 years of people management experience
    • Proven customer management skills within the SMB space
    • Ability to analyze complex situations, develop associated action plans and lead teams to achieve key objectives
    • Creative, resourceful, detail-oriented, and highly organized
    • An analytical and metrics-driven work style
    • Excellent communication and presentation skills
    • Self-starter who thrives under ambiguity in a fast-paced, deadline oriented environment
    • Passion for e-commerce and new technology
    • Background in payment, fraud space, data science is a big plus
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