Customer Success Manager

Salt Lake City, Utah, United States Full-time

Banjo is looking for a Customer Success Manager to join our team in Utah!

Most companies have a mission statement. Banjo has a mission—to save lives and reduce human suffering by ethically using A.I. to get everyone live, validated information, so they can make better decisions, faster.

Banjo is the world’s first Live-Time Intelligence platform that gives decision-makers the ability to KNOW INFORMATION NOW, to understand what is happening live, anywhere. With Banjo you will know more, so you can do more. Imagine how our world will change when decision-makers know exactly what is happening, where it is happening, the moment it happens.

The Customer Success Manager will be a seasoned leader who is passionate about customer success and customer experience. You will focus on partnering with existing clients to ensure they are recognized and delighted with the value Banjo provides them. This role requires you to be a strategic business leader, who can develop strategy, drive operational improvements and translate them across the business and with stakeholders.

RESPONSIBILITIES

  • Demonstrate a deep understanding of all Banjo technology in order to communicate solutions and strategies to key accounts
  • Build programs and communities to drive customer loyalty and engagement
  • Partner closely with your Clients to ensure you understand their business goals, key success metrics, internal dynamics and how Banjo can grow our relationship with them in a proactive way guided by your insights
  • Maintain a healthy book of business by establishing a regular cadence of contact with clients to ensure external and internal partners have a current understanding of the relationship through detailed metrics reporting
  • Lead complex interactions with our Clients to advance the Banjo technology footprint and have the ability to represent the needs of our Clients to Banjo internal teams in order to improve their experience 
  • Demonstrate an ability to build strategic relationships on an internal and external level to leverage opportunities, address challenges, and increase product adoption
  • Working other company executives establishing yearly and quarterly strategy
  • Serving as the voice of the customer within our organization; You will champion changes to the product that will increase usage, success, and satisfaction
  • Seeking opportunities to help simplify while driving key initiatives cross-team to deliver, implement, usage, and adoption of our platform that drive Customer Success
  • Actively engage in risk escalation reviews and work succinctly to deliver solutions to customer challenges
  • Develop and execute new initiative strategies as required to help evolve our Custom Success program

EDUCATION/EXPERIENCE

    • 5-7 + years relevant work experience, 5+ being in customer-focused or customer success management or leadership capacity
    • Bachelor's degree required; MBA beneficial
    • Thought leader and proven success in large scale transformations; Strong change agent
    • Ability to grasp key technical aspects of Banjo products and services
    • Superior communication and interpersonal skills. Ability to successfully convey complex ideas and influence customers and colleagues at an executive level
    • Ability to prioritize multiple competing priorities in a fast-paced environment
    • Ability to adapt to new technologies and changing business requirements
    • A highly motivated, results-oriented, self-starter with strong analytical skills
    • Ability to collaborate successfully with others to achieve shared business objectives
    • Demonstrated ability to think and act strategically in the context of building business and sales strategies
    • Strong organizational skills and proven ability to manage and lead large-scale, complex engagements
    • Ability to convey technical information and business impact to non-technical clients
    • Ability to interact with and to develop relationships with a diverse group of client personnel ranging from senior executives (mainly) to middle managers to individual contributors
    • Strong analytical skills with attention to detail
    • Proven track record in growing revenue within assigned accounts through enterprise solution-based selling
    • Exceptional team player and Customer Service skills

 

  • Bonus if you have any Public Sector (law enforcement, government, emergency responder) experience

PERSONAL ATTRIBUTES OF THE SUCCESSFUL CANDIDATE

  • Excellent interpersonal skills with a high degree of empathy and emotional intelligence
  • Articulate individual, possessing solid verbal and written communication skills
  • Proven success delivering results individually and as part of a team in a fast-paced, demanding, high growth environment
  • Continuous improvement mentality with an ability to evaluate processes, seek out and implement internal or external best practices
  • A ‘can-do’ attitude
  • Great collaborator who is highly effective in a team-based environment
  • Creative problem solver with a demonstrated ability to ‘think outside the box’ when confronting challenges
  • Effective time management, organization and prioritizing skills; Ability to manage and prioritize multiple deliverables and to meet deadlines
  • High attention to detail, able to complete tasks quickly
  • Possesses an innate sense of urgency to deliver for the business while also effectively working collaboratively as part of a team

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The term "qualified individual with a disability" means an individual with a disability who, with or without reasonable accommodation, can perform the essential functions of the position. While performing the duties of this job, the employee is regularly required to communicate professionally in person, over the telephone, through email and other electronic means, move about the office, handle various types of media and equipment, and visually or otherwise identify, observe and assess. The employee is occasionally required to lift up to 10 pounds and is required to travel unless otherwise specified in the job description.

NOTICE

At Banjo, we value inclusion and embrace diversity. Banjo is an equal opportunity employer and makes employment decisions on the basis of merit. Banjo prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Candidates must pass a background check and drug test to be considered for this position.