Job description

About Social Pinpoint

We are a fun, dynamic and mission-driven team running an exciting and rapidly expanding global SaaS business.

As global leaders in the Community and Stakeholder Engagement space, we provide government and private sector customers online digital engagement tools to facilitate communication with community members (people like you!) in a fun and interactive way.

Our global headquarters are in Australia but we have growing, regional teams across North America, New Zealand and the Philippines. Our Community and Stakeholder Engagement products include:

• Social Pinpoint (Community Engagement Platform for the Everyday Practitioner) https://www.socialpinpoint.com/
• Consultation Manager (Stakeholder Management Software | Consultation Manager) https://www.consultationmanager.com/

About the role

Social Pinpoint is searching for a Customer Success Manager to join our team to help service our rapidly expanding customer base in North America. This role would be best suited for anyone with at least 2-3 years experience in CS, sales, technology and/or a relationship-building background. Knowledge or experience of community engagement is considered highly valuable but not essential. We are also primarily considering candidates who are located on the West Coast and/or willing to work West Coast hours as needed.

If you don’t have 2 years experience and/or are located on the East Coast but still think you’d be a great fit, please feel free to apply.

What you’ll be doing

While your primary focus is our customer base, this role is highly collaborative in that it spans across various functions within the business, including product, sales and marketing. We have effective processes in place but love new ideas and innovation to complement current strategies on how to best work together to serve our Social Pinpoint customers.

On a day-to-day basis you will:

• Proactively assist our customers in making the most of the Social Pinpoint platform, ensuring they are adopting a wide range of tools and services to best serve their local communities.
• Foster and maintain customer relationships across various departments, executive functions and management levels within your accounts.
• Serve as a customer advocate and advisor, providing consultative advice, best practices coaching, and creative thought leadership in digital engagement.
• Prepare for and host quarterly or bi-annual account meetings focused on success metrics; this includes account usage as well as volume and impact of community feedback collected. These meetings will primarily take place online but may be occasionally coordinated for in-person presentations.
• Host onboarding meetings and give product trainings to new customers to ensure they know how to build and maintain their new engagement site.
• Work closely with sales and marketing to create customer-facing deliverables, communicating positively and effectively to create best-in-class resources for our customers.
• Demonstrate initiative to help us reach both short and long term global customer goals, with a willingness to be a team player working across multiple functions to help make them happen.
• Become a product expert on the Social Pinpoint platform and also gain working knowledge of other products within our overall suite of tools, specifically our stakeholder management communication software (Consultation Manager).
• Drive new business growth by identifying and following through on opportunities to upsell or cross-sell products and services.
• Work closely with our product teams by sharing customer feedback regarding process improvements and feature suggestions, seeking to advocate for your customers while demonstrating mutual respect and cooperation in the effort to best service our customers.
• Ensure Social Pinpoint customers receive the highest level of service across all channels for any and all account needs, including a responsiveness that exceeds expectations through email, phone and support channels (we use Intercom for support ticketing and live chat).
• Occasional national and international travel may be required from time to time to meet clients and attend industry conferences.

About You

• You are comfortable working remotely within a distributed team.
• You love being in front of customers and take pride in your customer service.
• You have a knack for resolving customer tension with creative problem-solving and effective communication.
• You’re interested in the community engagement space and are willing to become an expert on digital best practices (if you’re not already).
• You have a strong work ethic and are able to follow through and complete tasks/projects to deadlines.
• You take initiative and have a passion for seeing direct results from your efforts. You can both self-manage and work as part of a team.
• You’re not afraid of organizational change and are willing to fill in where needed to best serve the needs of a growing, dynamic business. You may also have experience in a ‘start-up’ tech environment.
• You consider yourself a technical person who is able to adapt to new software systems quickly and efficiently.

Benefits

• Competitive salary
• 100% remote work with 2 team meet-ups per year
• 4 weeks PTO, 2 weeks sick leave, 2 floating holidays annually
• 10-12 paid public holidays annually (based on region)
• 401(k) matching for US-based employees
• Generous parental leave policy
• Health, dental and vision insurance
• Annual health & wellness benefit
• Home office set-up stipend
• Monthly internet stipend
• $1,000 USD company-sponsored professional development annually
• A casual working environment committed to work/life balance

Interested in applying?

For candidates interested in applying, please visit the below link to begin the first step in the interview process where we ask a few video Q&A’s for us to get to know you better!

https://start.myinterview.com/jb55978a-0ae4-4412-a044-271a9760d7be/social-pinpoint/customer-success-manager-north-america

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote

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