Customer Success Manager

Description

At Anvyl we are on a mission to make bringing products to life easier. We believe everyone should be able to make the physical products they want to see in the world and no one should be left out because finding suppliers, scaling up production or paying for goods is too hard. So we’re building software where brands manage suppliers, oversee production, and track in-depth product data from procurement to delivery of inbound goods. It saves hours a day of manual work, reduces supply chain costs, and provides actionable data on supplier activity throughout sourcing, production, and the product lifecycle. These tools to fuel and empower the most important relationships you have - the ones with your suppliers.

Our Customer Success Managers are the heart of how Anvyl builds partnerships with our customers. They are how we communicate our culture, our brand and the power of our platform to our customers. They build and own strategic customer plans, drive adoption, work through integrations and identify areas to expand how Anvyl supports customers. They are at the forefront of where our product interacts with our customers and are a key conveyor of information and feedback for the product team as we work to expand the platform and develop new features to better serve our customers.

Part coach, project manager, consultant and product expert, Anvyl’s Customer Success Managers are continually focused on helping our customers leverage Anvyl’s software to improve their supply chain operations, increase transparency across their supply chain, and better coordinate with suppliers around the world. We’re looking for a smart, dedicated and fast-moving CSM to join our team. We think you’ll be a great fit if you’re passionate about problem solving, believe in the power of data, and enjoy trying to optimize any task no matter how big or small.

Responsibilities:

• Act as the main point of contact for your accounts: providing strategic guidance to our customers by demonstrating knowledge of products, services, and best practices, ensuring customer happiness and engagement
• Become an expert in Anvyl’s software - assist other company employees and users in maximizing the abilities of the application
• Craft internal processes - We are always looking for better ways to support our customers. Everyone on the team owns the process and participates in building it and making it better
• Serve as a trusted advisor, advocating internally for customer needs and feature requests to Anvyl’s internal Support, Product, Engineering, and Sales teams
• Assist with support for our portfolio of customers, handling ongoing requests and trouble tickets (we currently use Intercom for this)
• Educate - Our team is here to help people find better ways of managing supply chains. This means you need to be a good teacher and bring users with you on their supply chain journey
• Find additional ways that Anvyl can support customers and grow the relationship - this includes managing the renewal process for all your brands
• Supply Chain inherently comes with many tools in the tech stack. You’ll scope and manage integration projects to ensure your customers stay connected
• Work closely across the internal Anvyl org to deliver feedback on the software and work towards creating more impactful software solutions for our customers

Requirements

• You are able to break down complicated work flows into simple steps, verbally and written
• You are a great advocate for the customer and can demonstrate empathy, resourcefulness, and the ability to be solutions-focused
• Ambiguity is more thrilling than nerve-wrecking for you
• You enjoy teaching others
• You have the ability to manage competing priorities
• 3+ years of managing customer relationships with time in B2B SaaS environment
• Nice to Have: Supply chain experience or knowledge of the space
• Nice to Have: Previous experience at a technology start-up
• Nice to Have: Familiar with Salesforce, Zendesk, Intercom, Vitaly, Product tours, content building

Benefits

We are a team that believes in cooperation, learning, quality, and putting our people and customers up front. We are a small company offering large company benefits - health, dental, and vision offerings, 401k availability, and many more perks. We are a remote company and want to make sure our employees have the flexibility to do their work where they feel best, and know that they can step away to recharge with our unlimited paid time away.

We are a diverse team spanning all professions, cultures, races, gender, and orientations. Our teammates are located across the country as well as in China, giving us a truly global footprint. We enjoy spending time together in person when - especially if there is Korean BBQ - or having a group brain-storming session on the next product innovation.