Customer Success Manager

Job Description

Customer Success Manager

What we do

Uptake is the premier Industrial Intelligence company, providing industrial analytics and data software-as-a-service (SaaS) that empowers major industry leaders to optimize performance, reduce asset failures, and enhance safety. At Uptake, we combine our strengths — machine learning, analytics, data visualization, and software development — to deliver actionable insights that make the industry more reliable, productive, safe, and secure.

What you’ll do

As a Customer Success Manager, you will be responsible for helping our users get the most from Uptake’s predictive analytics SaaS products. You will work closely with our internal and external stakeholders and users to create an exceptional customer experience while driving overall program success within your book of business. Your ability to articulate Uptake's value, demonstrate our products, drive client adoption and manage your time effectively will be the key to our mutual success.

Responsibilities

• Establish a trusted advisor relationship that works to ensure customer’s overall satisfaction with our products
• Establish rapport with stakeholders across the customer organization (users, managers, and leaders)
• Partner with the customer to uncover needs and determine optimal success criteria
• Ensure a smooth onboarding process, delivering effective training sessions and providing ongoing guidance to maximize customer outcomes
• Analyze customer data to uncover insights and create strategic plans for continued success
• Maintain regular communication cadence with customers to provide ongoing support and expertise, including best practices and case studies
• Prepare and deliver quarterly business reviews (QBRs), outlining how Uptake is delivering desired outcomes and value
• Share customer feedback and insights with cross functional teams including Sales, Professional Services, Implementation and Product
• Understand customer needs and evaluate them to identify potential upsell and cross-sell opportunities as well as partner with sales to ensure customers are renewing
• Ensure all your customers are positioned as references for Uptake’s prospective customer base
• Seek personal development opportunities to stay abreast on product enhancements, market dynamics and competitor actions

Qualifications

• Self-motivated
• Positive attitude
• Team player with strong interpersonal skills
• Inquisitive
• Adaptable
• Problem solver
• Passionate about data
• Prioritization and time management skills
• Communication and presentation skills
• Proficient in Microsoft Office (Excel, Powerpoint, Word)

Why work here

Uptake is a values-driven organization, and we are excited about what we do! We’re flexible, honest, hardworking, and collaborative. As a team, we bring our diverse backgrounds, beliefs, and experiences together to solve tough, important problems. We support and challenge one another to bring out the best in each of us, and we have fun along the way. We are proud to have been named as a Best Large Company to work for in Chicago on Built In Chicago’s Best Places to Work list in 2022 as well as #6 on the tenth annual Crain’s Chicago Business Most Innovative Companies List .

We offer generous benefits including health, dental, vision, parental leave, 401K match, unlimited PTO, and an annual stipend for continuing education, to name a few. Uptake's benefits foster the work-life balance that we know is essential to building a collaborative and authentic culture, and to the impact that we make on our customers day in and day out. We are also proud to be recognized by Purpose Jobs for Best Benefits at a Mid-Size Tech Company in 2022. Learn more at https://www.uptake.com/careers .

Uptake welcomes and encourages applications from all individuals, without regard to any prohibited ground of discrimination, including from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.