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Client Success Manager, Digital Products

In a nutshell

The IDEO Products Team is a start-up within IDEO dedicated to designing, building, and launching digital products for teams and organizations. Our products help unlock and cultivate creativity and innovation in the workplace. The impact of our products results in organizations with a more engaged workforce, a purpose led strategy, and a more customer-centric lens on all business activities.  

We are in search of a Client Success Manager / Client Account Manager to join our team. This person is passionate about working with and helping clients succeed. The right candidate will have the ability to communicate effectively to a wide spectrum of audience types, is able to effortlessly build relationships and will be able to speak passionately about IDEO and our products.

Here are some of our products: Creative Difference, Shape, IDEO U, OI Engine.

Why is this role important for IDEO’s work?

As a critical member of the IDEO Products team, the Account Manager is charged with owning the client journey starting with the product on-boarding experience up to the client renewal moment. This is a highly consultative role and therefore requires a service mentality. Your day to day is centered on helping new and existing clients derive the most value from our products, while fostering opportunities for account strengthening and growth along the way.

Initiatives tied to this role will have a wide-ranging span and, as a result, will require this leader to lean on a combination of strategic and operational skills. In addition, given there are multiple products within this role’s purview, the ability to multitask, prioritize and follow-through will be paramount.

Once here, you will be involved in

  • Client Activation, Engagement and Retention: act as a trusted client advisor throughout the client journey in an effort to drive additional product adoption and successfully engage large groups of employees or public communities; maintain command of the customer activation funnel and routinely make recommendations on how to increase conversion; ensure customer renewals and healthy client engagement metrics; promote consumption of Products knowledge base resources and relevant content guides available.
  • Product Operations: responsible for the on-boarding of large enterprise client relationships including the back-end configuration details as well as the front-end user experience components; comfort with Admin access to technical platforms such that you can deploy new client instances on your own; make recommendations for how to optimize the operational workflows and where we can streamline technical processes.
  • Customer Support: a champion problem-solver with on-going client availability to triage issues, recommend solutions, coordinate with the Product Tech Support team and escalate relationship issues to the Sales leads.
  • Sales Support: maintain expert-level knowledge of the product features & functionality; when needed, help inform clients (and internal team members) during the Sales process on operational best practices; understand the business strategy at play and come to the table with new or improved ideas on how Client Services might help achieve revenue objectives.
  • Additional Internal Liaison: a visible and available Products expert on the team for other x-functional leads to lean on for guidance, education and/or product training whenever needed; champion the Product feedback loop to key team members in an effort to optimize the client experience, reduce churn and promote client happiness.

Relevant experience and mindset

You’re a self-directed, flexible team player who embodies great interpersonal skills, learns quickly, and relishes the opportunity to help grow an early-stage business within a larger organization.

Your background offers at least 5 years of experience in areas such as account management, customer success and/or project management. You have some digital product experience and you’ve spent time in a client-facing role. You are comfortable onboarding new users onto a digital platform and owning a customer activation funnel. Client happiness and retention is a core motivator for you.

You have an innate product curiosity and a desire to always keep our client needs at the heart of what we do. You’re accustomed to a fast pace team dynamic with sharp ability to prioritize and follow-through. You bring positivity and excitement to making an impact and producing high quality work.

Additional experience might include:

  • Strong communication skills with both internal and external audiences; ability to speak to the details of our products with professionalism and clarity
  • Understanding of SaaS-based user acquisition and activation flows
  • Experience managing multiple relationships at once and/or owning a pipeline of accounts at various stages of the product life-cycle  
  • Working knowledge of analytical tools in order to help identify activation funnel conversion issues and make recommendations accordingly
  • Ability to identify upsell, cross-product and/or renewal opportunities and communicate these opportunities back to the Sales leads
  • Comfort using productivity tools (Trello, Slack, Google Drive) and CRM tools (Salesforce, Copper or similar)

What does IDEO offer you?

IDEO is a place unlike any other. It’s a place where you can solve diverse, complex challenges for our clients or the organization, alongside thoughtful, intelligent individuals who lead with curiosity, empathy, and optimism. Sure we work hard, but we also intentionally craft moments that allow our community to pause, create, and connect. We encourage our community to bring their whole selves to work, respect the need for work-life balance, and allow for autonomy in the design process and your career.

Learn about some of our IDEO Products:

  • Creative Difference - A customized guide to a more innovative and adaptive culture
  • Shape - A visual, collaborative space to build, test, and refine your ideas
  • IDEO U - A school for unlocking creative potential
  • OI Engine - Software to scale design thinking

Application requirements and instructions:

Please apply with a resume and cover letter. Yes, we read every single cover letter!

Equal Opportunity Employer

IDEO is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.