Join us for the ride! We’re looking for passionate problem-solvers to join our venture-backed technology company for our next phase of rapid growth. Our artificial intelligence platform is transforming the way our clients build relationships with their customers. Come work with the world’s biggest companies to solve complex customer service problems!
Aquant's service intelligence platform gives service leaders, reps, and teams the most vital information they need for every situation. We understand service data in context, automatically transforming unstructured data into structured data, and then predict the best solution for every service challenge. Now, service leaders completely eliminate escalations, technicians solve every service problem and together make service feel like magic.
The Senior Customer Success Manager role is an opportunity to join a rapidly expanding team and make a significant impact. You will lead our customers toward achieving exceptional business value with Aquant’s products. As a trusted advisor to Customer Service executives, you will guide them through a seamless onboarding experience, help uncover new insights from in data and support ongoing innovation and expansion.
Act as a trusted advisor to our largest clients to deliver on our commitment to exceptional business value via Aquant’s products.
Plan and execute our onboarding process, implementing the Aquant platform and providing comprehensive training.
Deeply understand the Client’s customer service business, including business objectives, KPIs, and challenges which Aquant can help address.
Provide proactive business insights with the aim of improving our client’s service organizations through analysis of their data via the Aquant platform.
Work effectively with other teams within Customer Success including Data Analytics, Data Quality, and Support to ensure successful onboarding and ongoing customer value.
Act as an advocate for client interests, sharing customer feedback with other Aquant departments.
Work to ensure successful renewals and expansion of usage across the customer base.
Provide timely response and resolution to all client inquiries and issues including post Go-Live support.
Act as a sounding board, coach, and mentor to other CSMs, providing guidance based on your previous experience which will help drive effectiveness and growth.
Contribute towards building best practices across the CSM organization and help to ensure the team is constantly innovating and improving as we scale.
Continuously partner with other departments including R&D, Product, and Sales, to provide feedback and participate in cross-functional efforts where needed.
The Ideal Candidate
8+ years of experience in Customer Success, Consulting, or Project Management roles working with Big Data, Analytics, or Customer Service organizations.
Extensive Knowledge and hands-on experience with SaaS Customer Success processes and tools.
Strong analytical skills and full proficiency in Microsoft Excel (VLOOKUPs, Pivot Tables, etc.).
Extensive experience in working with large, complex, multi-divisional, multi-geographical customers.
Excellent verbal and written communication skills with the ability to relate complex technical or business concepts to clients up to the executive level.
Proactive and comfortable working in a fast-paced and dynamic environment with the ability to quickly resolve technical challenges with minimal supervision.
Team-oriented with strong collaboration skills and an ability to work effectively across other departments and individuals to ensure the best outcomes, focused on commitment to quality and success.
Maintains a “beginner's mind” at all times, always looking for opportunities to learn new things and innovate with products and customers.
Passionate about using data and analytics to help customers deliver customer service excellence and drive long-term value.
Strong mentorship and coaching skills.
Amenable to a potential travel requirement of up to 25%.
It's not enough to have a cool product, join us because you share our values:
These guiding values inspire every Aquant employee. They are how we operate and enable our company as a whole to have greater impact and achieve our vision:
Exceptional Customer Value - We strive to provide exceptional value to our customers and partners in every interaction.
Passion with Integrity - We are passionate about achieving great things while doing the right thing and adding long term value.
One Team - Teamwork is our competitive advantage based on mutual respect. Build genuine friendships based on mutual respect, act professionally, take ownership, over communicate, strive to excellence, and ask how you can help.
Growth Mindset - Stay curious, keep an open mind, and be innovative. Don’t be afraid to fail fast and continue learning.
Some of our benefits:
We’ve got you covered: From medical, dental, vision, life, and 401k match & retirement, we’re here to support your physical, mental, and financial well-being.
Support yourself and those you love: We offer parental leave to full-time employees across all Aquant locations.
Vacation your way: We want to make sure you have time to meet your personal needs with generous PTO and flexible vacation planning.
Everyone is an owner: We want everyone to feel ownership over their work and what we are building here, which is why we offer equity to full-time employees.
Build your career: Every Aquant employee is in control of their career development with our learning stipends, tools, and training.
Get the best of both worlds with a hybrid workplace: We currently work 3 days a week in the office, allowing you to enjoy the flexibility you need (please note: this is subject to change based on the needs of the business)
Salary Range: In compliance with the New York City Pay Transparency Law, the base salary range for this role is between $125,000 - $150,000. This range is not inclusive of our discretionary bonus, equity, and benefits package. When determining a candidate’s compensation, we consider a number of factors including skill set, experience, job scope, performance in assessments during the interview process, and current market data.