Vidyard is the video platform that\'s built for business. Sales reps, marketers, and corporate communicators use Vidyard to record and share videos that grab attention and deliver their message in a personal, impactful way. It\'s the video tool of choice for Microsoft, LinkedIn, and thousands of other companies. We\'re passionate about elevating our customers, our teammates, our communities, and ourselves.
About the Role
Vidyard is looking for a Customer Success Manager to join our Customer Success team. Reporting to the Director, Customer Success, you will ensure customers gain the full value of the Vidyard platform throughout their entire lifecycle by being the main point of contact for small to medium key accounts customers in our customer base. This includes managing and establishing senior-level relationships within your assigned book of business to build advocacy for Vidyard within our customers\' organizations while driving adoption. About the Team Our Customer Success team consists of 20 customer success professionals and leaders. This role will sit on our team of 7 CSMs, working with a varied customer portfolio across North America. We work to ensure the fastest possible time to value for our customers after they have purchased a Vidyard solution, as well as to ensure our customers continue to receive value from their investment over the life of our partnership. We are accountable for delivering predictable results to our business, acting as the voice of the customer within the company, and putting the customer at the centre of all of our efforts.
What You\'ll Work On
Partner with the Implementation Manager on the implementation of Vidyard for new customers helping them to reach critical adoption milestones
Keep track of customer engagement within the platform to highlight key opportunities and potential growth areas with respect to video
Serve as the customer advocate to ensure product feedback is passed to the development team
Work with the technical support team to ensure customer issues are addressed and support materials are accessible
Share best practices and strategies for managing, publishing, optimizing and tracking video content
Help to create, manage and implement customer success initiatives (coordinate with other teams as required), including:
Customer newsletters
Custom enablement and re-enablement programs for customers
User nurture emails and new feature announcements
Surveys
Client services \xe2\x80\x93 Coordinate video migrations, account organization, custom development efforts and more
As a Customer Success Executive You Can Expect to:
Learn the Vidyard product top to bottom to ensure you can support customers in their video strategy
Work with customers ranging from Series A startups to large industry players.
Collaborate with departments like Sales, Customer Support, Product, Legal, Finance, Marketing
Problem-solving complex customer needs to drive the best results for both the customer and for Vidyard
Progress along individual contributor or leadership career paths depending on your career objectives
What You\'ll Bring to this Role and Your New Team:
Post-secondary education in a related business, communications or technical discipline
2-5 years experience in a customer facing account management or customer success focused role
Experience managing relationships with multiple enterprise level accounts
Excellent problem solving skills
High degree of resourcefulness, flexibility and adaptability
Excellent verbal, written and interpersonal communication skills
Ability to discuss business needs and goals with all levels of customers
Ability to learn quickly in a fast paced environment and balance multiple projects
Previous experience in a B2B SaaS environment is preferred
Experience with HTML, CSS or JavaScript is a bonus
Our Tech Stack
Vidyard
G Suite
Salesforce
Totango
Gong
Looker
Job descriptions can be overwhelming. We are all aboard at Vidyard and deeply value the unique experiences, abilities and opinions you possess, so if this role sounds like your next adventure, but you don\'t feel entirely qualified, apply! We value candidates who own it, and if you\'re relentlessly resourceful too, you might be exactly who we are looking for. As we also value direct and transparent communication, you can expect to hear from our team even if you are not selected to move forward.
What You\'ll Love about Vidyard:
Competitive pay
Comprehensive, flexible benefits on day one*
Wellness allowance to spend on what\'s important to you
Flexible hours + unlimited vacation + programs to support travel while working, enabling you to live your best life
Access to Inkblot, a digital mental health platform + $1,500/person/year for mental health coverage*
Allowance to support your ongoing growth and development
Parental leave top-up
Paid volunteer hours
Employee resource groups to empower and drive change at Vidyard and in our communities
RRSP match*
Stock options
Flexible holiday program
Benefits described are Canadian specific, if you\'re located in another country our Talent team will speak with you about localized benefits for you.
Remote @ Vidyard: As a video-centric organization, Vidyard has mastered the art of remote work. Whether you are local to our collaboration space in Kitchener, Ontario, Canada, or you join us from elsewhere, you will be an integral part of the team. Vidyard is dedicated to ensuring all Vidyardians have an opportunity to:
Level up their home office/workspace.
Socialize purposefully within teams as well as across the organization.
Enjoy a flexible work schedule. We know your time is valuable, so own your work in a way that best suits your lifestyle.
We believe working remotely shouldn\'t cause any barriers, so from onboarding to day-to-day operations, your colleagues and leaders are only as far as a *virtual* tap on the shoulder away. We thank all applicants for your interest in Vidyard. Only those applicants selected for an interview will be contacted. Unsolicited resumes from Agencies will not be accepted. Vidyard is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify us at recruitment@vidyard.com.
Beware of fraud agents! do not pay money to get a job
MNCJobz.com will not be responsible for any payment made to a third-party. All Terms of Use are applicable.