At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer outcomes is the hallmark of our global Customer Success team.

We are currently looking to hire a Customer Success Manager to join Hearsay!In this role, you will drive customer adoption and success within a defined set of Fortune 500 customers. You are comfortable at both consulting with and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to this role is being able to articulate value, inspire, and sell the future of Hearsay to encourage adoption and expansion.

As a trusted advisor and coach, the Customer Success Manager determines how Hearsay’s product can be effectively applied to support achievement of a company's strategic business goals. You should possess strong application functional expertise, expertise in business application deployment cycles, as well as strong account management expertise.

About Hearsay Systems

Founded in 2009, Hearsay Systems is the global leader in digital client engagement for financial services, trusted by leading financial firms including BlackRock, Charles Schwab, and New York Life. Our platform empowers over 260,000 advisors and agents to compliantly scale personalized customer engagements across social media (Facebook, LinkedIn, X, Instagram), websites, text, and voice.

In June 2024, Hearsay entered into a definitive agreement to be acquired by Yext (NYSE: YEXT)! The acquisition combines Yext’s industry-leading digital presence management platform with Hearsay Systems’ compliant engagement solutions. Now, brands will be empowered to manage all digital channels and touchpoints throughout the customer journey—from one single platform.

With globally distributed teams in North America, Europe and Asia, we are a tight-knit, dedicated team that passionately believes in our products, people, and culture.

About the role:

Develop a trusted advisor relationship with customer program administrators, project managers and executive sponsors such that all activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Hearsay solution to be realized
Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
Identify and grow opportunities and collaborate with sales teams to ensure growth attainment
Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to Hearsay roll out and adoption
Disseminate application and vertical best practices
Serve as a coach and trusted advisor to Hearsay customer
With the account team, drive contract renewals and upsells

About you:

5+ years relevant work experience, including Saas Customer Success and/or Account Management
Experience with Financial Services and/or Insurance preferred
Knowledgeable and passionate about social media
Understanding of how social media drives business value and ROI
Experience delivering highly effective executive-level presentations
Excellent presentation, written, and oral communication skills
Ability to navigate complex customer organizations effectively
BA/BS degree

Your typical day might include:

Meeting with key project owners at our key accounts
Performing KYC activities
Being the driving force behind several concurrent implementations
Leading social media consulting and best practices sessions
Defining and documenting adoption and expansion strategies for your customer portfolio
Providing input to the Hearsay product roadmap based on feedback from customers
Interaction with just about all teams at Hearsay Social -- sales, ENG, marketing, product, data
Updating Salesforce Customer Success data for reporting, dashboards and Hearsay leadership on a regular cadence
Travel to customer premises required from time to time

The full-time annual salary ranges for this role at the time of hire are listed below, by location, in accordance with state and local requirements. Within the ranges, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Salary levels are expected to change to reflect an employee's job performance (results and impact) over time. The ranges below reflect the base salary only, and do not include bonus, equity, or benefits.

California: $75,000 - $105,000

Colorado: $70,000 - $95,000

NYC: $75,000 - $105,000

Washington: $75,000 - $105,000

The compensation package for a hired applicant for this role will include company stock options and a semi-annual bonus in accordance with the company's bonus plan.

All regular, full-time employees are eligible to participate in the following benefits:

- Medical, dental, vision, and voluntary life insurance plans (along with eligible dependents)

- Medical and dependent care FSA (or medical HSA with a company contribution if enrolled in a HDHP)

- Group term life and AD&D insurance

- 401k plan

- Flexible vacation time, twelve paid company holidays, nine sick days

Our commitment to diversity and inclusion: Hearsay values and welcomes diversity in all forms. We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We encourage all qualified individuals to apply. If you need assistance, or a reasonable accommodation during the application and interview process, please contact us at: accommodations@hearsaycorp.com.

For California Applicants:

For more information on the information we collect about our applicants and how we use it, please see our California Personnel Privacy Policy.

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