Customer Success Manager

1 week ago

Singapore PitchBook Data Full time

At PitchBook, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

**About the Role**:
As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers and partners. A contagious positivity, insatiable curiosity and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us

The Customer Success Manager supports accounts that are of strategic importance to PitchBook and works with a team to complete all account-related requests and activities. They will develop a deep knowledge of their clients' industries and sectors, their strategic business needs and help optimize usage of the PitchBook platform. They will maintain relationships with key contacts, encourage engagement with underutilized product elements and drive client retention and expansion.

**Primary Job Responsibilities**:

- Achieve Net Renewal Rate goals measured quarterly while providing excellent support to clients
- Act as the go-to product expert for a dedicated portfolio of clients to ensure they derive value from the PitchBook platform
- Onboard new clients and conducts training sessions, including in-person sessions, designed to meet the individual business needs of each client
- Proactively go above and beyond to ensure client satisfaction and success throughout the entire client lifecycle
- Conduct formal business reviews with each client designed to measure renewal probability, client achievement of pre-set goals, client satisfaction and to provide continual product education
- Serve as an advocate for your clients by analyzing customer health and usage data to identify trends and opportunities to improve adoption
- Build PitchBook champions at all levels of seniority at client firm
- Engage regularly with Account Managers to strategize on account retention and growth opportunities
- Conduct client demonstration sessions designed to highlight how the PitchBook platform addresses the needs of the account and individual end users with a consultative approach
- Use Salesforce and Tableau to effectively manage client relationship through call logging, usage data monitoring and task management
- Work continuously to document the details of each client interaction in Salesforce to improve customer information and drive retention
- Utilize Outreach to assist in regular and timely communication with clients as needed
- Comprehend and demonstrate why and how each of our client types engages with our product and our data
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested

**Skills and Qualifications**:

- Bachelor's degree or equivalent experience
- 2+ years of previous account management experience preferred
- Prior experience with Gainsight or similar customer success management software
- Excellent verbal and written communication skills with a keen eye for detail
- Enjoys relationship building and comfortable to engage a diverse array of clients to learn their business needs and provide value
- Exemplary presentation skills
- Knowledge of the Microsoft Office suite including Outlook, Word and Excel
- An appreciation for the private equity and venture capital marketplace and the ability to learn and demonstrate how clients can benefit from engaging with new product features and new data
- Curious, able and interested to learn about client needs
- Organized with terrific prioritization skills
- Self-motivated, persistent and goal-oriented attitude and can work effectively as part of a team
- Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily

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