Customer Success Account Manager (Mid Market)

As a Customer Success Account Manager, you will be responsible for continuously driving value for our Mid Market customers including identifying opportunities for upsell.

You will play an integral role in the customer journey by promoting product adoption, communicating best practices, and overseeing the renewal process. Furthermore, through the analysis of customer usage data, you will build and maintain communication cadences to increase the overall health of your customer base and suggest overall improvements through quarterly initiatives.

If you’re passionate about customer success, and are resourceful, analytical, and open-minded, you’ll be an ideal candidate for this role.

What you’ll do:

• Continue to build out a tech-touch model to optimize our one-to-many customer approach
• Navigate, analyze and track data to uncover customer trends
• Be the voice of our customers
• Contribute to our internal and external process and documentation based on the data gathered
• Implement and drive action plans for at-risk customers
• Collaborate with customers to understand their business needs and build a strategy with defined goals that demonstrate measurable outcomes
• Identify growth and expansion opportunities with customers
• Own and drive customer lifecycle with our small and medium-sized customers within your tier.
• Interact with customers to deliver product training, drive adoption, engagement, and solicit product feedback
• Manage, forecast, and secure customer renewals

REQUIREMENTS

• Strong time management and organization
• 1+ years of experience in account management experience or maintaining a book of business considered an asset
• Strong communication skills, both verbal and written
• Experience with Zendesk, Salesforce, Chargebee, Salesloft, etc. is considered an asset
• Customer advocate and relationship builder who demonstrates customer empathy
• 2+ years in a customer-facing role, experience in SaaS is an asset
• Creative thinker and problem-solver with a commitment to process improvement
• Positive attitude, with a willingness to learn and adapt

What's In It For You (Org-wide)

• Perks such as training reimbursement, WFH reimbursement, and more.
• Diverse and dynamic teams with challenging and exciting work.
• Employee referral program
• And so much more!!
• An opportunity to have a real impact on our business.
• Great benefits including health, dental, vision and savings plan.
• Hybrid or Remote work!
• Unlimited vacation in most of our locations!!
• If you’re close to one of our 4 Hubs: Boston, Montreal, Reykjavik or Toronto; feel free to use the space and catch up with the local team(s)
• Optional in person meet-ups and the ability to travel to our international offices
• A great range of social activities (both in person and virtual).

Note: As our hiring teams are global, please submit your resume in English only.

Org-wide Summary

At Tempo we’re on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so their teams can focus and optimize around their highest priorities. In 2020 and in 2021 we were named Top Atlassian Vendor and we continue to be one of the highest ranked and most heavily used solutions out there.

Our product suite has grown from our popular time-tracking solution, which launched in Iceland in 2009, to resource & capacity planning, project cost tracking, project & program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution popular with product management teams, and ALM Works, creators of the Structure for Jira suite that delights project and program managers around the world. At the beginning of 2023 Tempo expanded its SPM suite to include LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).

We envision a world where everyone inside an organization works in harmony on the most impactful opportunities aligned with their mission. Come join us as we continuously innovate our award-winning products, create new solutions, and expand to new ecosystems. Are you ready to unlock the joy of building with us?

At Tempo Software, we are proud to be an equal opportunity employer and are committed to creating an inclusive culture. As such all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.