Reports to: Abby Parker, COO
Location: Indianapolis, IN
About the Job
As the leading Strategic Planning and Execution platform, Elate helps companies connect long-term vision with tactical execution in a simple, intuitive way. Built by Strategy and Operations Leaders, for Strategy and Operations Leaders, Elate is redefining the way companies go about strategic planning by simplifying the experience for employees and surfacing proactive insights that elevate the results of strategic initiatives in a measurable way.
After seeing exceptional growth in 2023, as well as closing our Series A Round of funding led by WestWave Capital, Pritzker Group, Elevate Ventures, M25, Serra Ventures, Capital Midwest and Hyde Park Angels, Elate is taking this success to the next level heading into the back half of 2024.
We are now seeking the right individual to help take advantage of this exciting opportunity that lies ahead. This individual will enjoy fast-paced, high-growth working environments.
To thrive at Elate, this person needs to maintain high standards for themself and those around them as they embrace challenges together. There are endless ways to make an impact on our business and customers, so having a bias towards action and being results-oriented is vital for ongoing success.
As a Senior Customer Experience Manager you will join a team of CXMs in strategically and proactively managing a book of customer accounts. You will be responsible for retaining and growing these accounts, along with providing expert guidance on industry best practices and how to leverage the Elate platform to achieve their business goals.
What to Expect
- Focus on high-touch, curated experiences for Elate’s most strategic accounts, working on engagements with high complexity, as well as providing proactive adoption and value engagements at key moments of our customers’ journey.
- Act as a strategic partner with insights into customer’s objectives and drive product adoption by aligning Elate’s features and functionality with customers’ overall business needs.
- Understand and identify Elate’s offerings and how they help meet customer’s success metrics, leading to growth and retention.
- Work with your team to understand each customer's evolving business and technical goals for using Elate and continuously demonstrate value.
- Show complete ownership and understanding of your book of business to identify risks and opportunities, taking action or escalating as appropriate.
- Collaborate cross functionally to create a seamless & optimal customer experience.
Expected Results Within 3-6 months:
- A proficient knowledge of Elate’s solution, services, and offerings
- Self-sufficient management of a portfolio of customers
- Detailed & prioritized account plan development, including product adoption strategies and the identification of growth opportunities
- Establish and build customer relationships with key executives and decision makers
- Timely execution of customer success engagements
Experience
- 5+ years experience in a Customer Success or Customer-facing role, with a record of working with strategic accounts.
- Proven track record of establishing and cultivating relationships with key stakeholders in your customer organizations with an outcome-focused mindset.
- Demonstrated the ability to define and achieve a set of analytical, leading-indicator metrics to guide the direction of your work, while against quarterly and long-term targets.
- Ability to create strong positive relationships with clients and colleagues.
- Exemplary written and verbal communication skills coupled with the ability to present to executive and c-suite leaders.
- Continuously seek opportunity for growth and show a desire to improve processes for yourself and your team.
- Entrepreneurial mindset to thrive in situations without all of the answers.
- Showcase a strong ability to think strategically, and a hunger to share best practices across our team and customer base.
- Experience or aptitude for learning strategic planning; exposure with strategic planning frameworks, OKRs, or goal setting is a plus, but not required.
Elate Benefits
- Generous Equity Compensation - you’ll be an owner of the business from an early stage
- Hybrid Position (Tues/Wed/Thurs in Indianapolis office, Mo/Fri remote)
- Time to Recharge (One-week summer break, one-week winter break, and unlimited PTO)
- Health Care Plan (Medical, Dental, Vision)
- Elate Issued MacBook
If this describes you, and you are eager to embrace change and aggressive growth, then we are looking forward to meeting you.
Elate is committed to continually encouraging and supporting diversity in our workforce. We welcome any and all individuals who will challenge our norms and help us think differently. If you believe you would be a good fit for this position, reach out to a member of our team to apply at careers@goelate.com. Please send us your resume in that email.
