Associate Customer Success Manager

• Implement and ensuring a 'white glove' service for our customers
• Address risks of client churn with senior management
• Introduce new products and services to our customers
• Regularly share expertise with the team to support continuous learning and improvement
• Analyze data, discover compelling insights and develop action plans to achieve goals
• Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
• Develop and maintain a customer success management plan, and to execute against that plan
• Do consulting and training customers to leverage the best of Optimizely's solutions to optimize the customer's ROI
• Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company's services and additional products
• Drive excellent customer satisfaction by understanding and over-delivering against customer expectations
• Maintain customer success targets through contract renewals, growth and lead generation
• Full management of the customer renewal process
• Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPI's
• Pro-actively reporting back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
• Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value
• Collaboratively work effectively with and across other departments, especially the sales team
• Maintain an active course of self-development in Optimizely & Industry developments
• Travel to customer locations when necessary

• Relevant customer success and or account management experience in a software company
• Excellent written and verbal communication skills in English
• Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
• Strong conflict management and conflict resolution skills
• A passion for people, able to use your initiative and willing to go the extra mile
• Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer's requirements
• Track record of achieving targets in a solutions environment
• Ability to work well under pressure, while retaining focus and composure
• Ability to communicate technical/ business issues and solutions clearly and confidently
• Ability to understand, communicate and interpret best practice digital marketing techniques
• Confident
• self-motivated and driven to achieve

Ideally but not essential - Bachelors degree in Business Administration, Science or IT preferred and further professional training in direct marketing

• Best-in-class compensation plans
• Two annual festival bonuses
• Recognition and rewards programs
• Vacations days
• Annual Work/Service Anniversary Leave
• Parental leave (both maternity and paternity)
• Health insurance
• Reproductive benefits for both parents
• Volunteering opportunities to make a difference
• Chance to work alongside our incredible global team
• Free communal transport facilities inside Dhaka to and from the office
• Free catered lunch every day