Description
Uncountable is seeking a hands-on Customer Success Manager to maximize value for our customers with the Uncountable platform. We're looking for a CSM who is eager to understand a customer’s underlying issues, who strives to provide users with actionable solutions, and who can build strong long-term relationships with key users and stakeholders.
The ideal person will use customer insights to constantly improve how Uncountable on-boards and retains diverse platform users, and they will develop and share best practices with the larger Uncountable team. This position demands impeccable communication skills, the ability to empathize with a variety of users, and the mental capacity to pick up and apply new concepts quickly.
Uncountable users span many different industries and technical proficiencies —some have never used anything but a trusty notebook and spreadsheets, some are skilled data scientists —which means you will be responsible for supporting a diverse and dynamic range of use cases to transform the way our customers work.
Key responsibilities
Act as the best possible partner to our customers - training new users, troubleshooting urgent issues, developing tutorials/users guides and being very responsive to any and all requests from users.
Collaborate with account managers, engineers, and management to prioritize feedback for product improvements and set account direction to maximize platform usage and customer success.
Develop and maintain an expert-level knowledge of Uncountable - explore new features and learn about their use cases within our customers’ day to day. Anticipate upcoming user needs and prepare documentation for users to educate themselves on new product releases.
Work with customers to take previous data sets and map them into the Uncountable structure. This will include extensive work with Excel.
Create reliable, scalable processes that translate into actionable insights and process improvements to effectively drive continuous growth in our customer-facing team.
Establish and share best practices with the whole company to improve our team’s performance and knowledge of how customers integrate our platform as we expand to new use cases and industries.
Requirements
1+ years of experience in Implementation or Customer Success for B2B SaaS products
You maintain a customer-first mindset in any and every situation. Communication of all forms is your strong suit.
You are a quick learner and someone who can juggle a lot of different tasks at once.
You are able to communicate customer needs with internal stakeholders, sharing their difficulties with data-backed justifications.
Your peers speak highly of how you work well in teams and are able to distill complex information into digestible bites of information.
You thrive in a rapidly changing and fast-paced work environment.
You enjoy technical concepts and complex challenges.
You have an ability and willingness to travel.
Preferred Qualifications
Passion for science, chemistry or artificial intelligence
An aptitude for statistics, mathematics
Salary: 110-150K + Equity
What We Do
Uncountable helps the world’s largest manufacturers drive innovation. The Uncountable Platform is an Enterprise-class cloud solution for modern global R&D organizations. Modernize your R&D workflows from disparate, dispersed data sets into an integrated R&D knowledge base. Unearth new learnings with visualization tools, and add predictive capabilities to your R&D toolset.
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