Customer Success Manager

Customer Success Manager

Metal Networks is seeking a Customer Success Manager to help deliver successful implementation and support of our clients. This position will be responsible for managing the relationship and engaging with our clients using our Seller, Procurement and GMEX software platforms.

Location: Austin, TX

Who We Are


Metal Networks is revolutionizing the $240+ billion wholesale semi-finished industrial metals market. They provide industry leading SaaS solutions to facilitate the buying and selling of semi-finished materials in private and global markets. Buyers buy smarter and sellers sell faster. Metal Networks aims to become the industry-leading online venue for sellers, buyers, and processors of industrial metals. We’re at the forefront of enabling buyers and sellers within the metals market to surpass their sales goals through the power of its software solution. We are revolutionizing trade within the metal industry.

We launched in 2013, out of the SURGE Accelerator in Houston, TX and raised a $5 M Series A in November 2014, backed by S3 Ventures of Austin, TX. We’re currently focused on building a long term foundation for Metal Networks.

Our leadership team has many years of experience in the metal industry and are leading us with the mission to revolutionize the way companies buy and sell metal. We have a product that customers love and can’t wait to see what’s next. We’re set out to build something truly great and are in this for the long haul.

Above all, we’re seeking individuals who are hungry to do the best work of their lives, and you’ll be amply rewarded for the work you do. If you like solving big problems in big industries and the chance to build a significant and meaningful company, then we’d like to speak with you!

Essential Duties and Responsibilities


The Success Manager is responsible for the overall management and delivery of customer implementation and acceptance projects. The Success Manager works as a team member along with the Product Manager, Implementation Manager, Sales Manager, and VP of Engineering and has the overall responsibility to drive the project to completion.

Project Management (50%)

  • Accountable and responsible for the end-to-end delivery of application technology solutions in line with business objectives and customer needs
  • Ensures that the business needs are clearly understood and the technology implemented meets the needs and expectations of the business and customers
  • Oversees product planning, delivery, release management, and deployment to ensure customer technology standards, business and customer needs are met
  • Organizes, convenes and documents regular client and internal project team meetings throughout implementation and post Go-Live
  • Creates work orders for add-on services to meet clients’ expectations; manages drafting of Statements of Work & timely creation of invoices for completed efforts
  • Produces a detailed project plan to match customer requirements
  • Motivates and leads project delivery teams and instills a mindset of continuous process improvement
  • Creates and ensures standards, procedures, and methodologies in the delivery life cycle are followed
  • Other duties as assigned

Client Relations (30%)

  • Collaborates with Sales team members to effectively manage the client relationship post-sale
  • Serves as the main driver of client relationship and project communication in the implementation and user acceptance phases of the customer lifecycle
  • Develops and maintains professional, constructive relationships with clients
  • Responds to clients in a timely and attentive manner
  • Participates in user acceptance testing efforts as needed
    Other duties as assigned

Training (20%)

  • Provides product-related training to new and existing clients
  • Provides recommendation to clients of best business practices and/or industry standards
  • Provides new product and feature training to all internal users & departments
  • Participates in user training efforts
  • Other duties as assigned

Required


  • 3-5 years experience in a Success/Engagement/Project Management role
  • Strong stakeholder management skills with the ability to interact with SVP level sponsors
  • Excellent organizational, analytical, and interpersonal skills
  • Working knowledge of project management methodologies and software (i.e. JIRA Agile, Aha.io)
  • Ability to plan, organize, and prioritize multiple projects and meet deadlines
  • Ability to work collaboratively and effectively with diverse staff and clients in a fast-paced environment
  • Proficient PC Skills; including working knowledge of Microsoft Office products
  • Ability to adjust communications to both technical and non-technical audiences

Preferred


(Applicants with these skills will be given higher preference, but these skills are not required to qualify for the position):

  • Bachelor’s degree in a related field
  • Experience implementing SaaS software applications and solutions
  • Experience working with customers or business partners within an industrial sector
  • Experience with Salesforce, Atlassian JIRA, Atlassian Service Desk, Zendesk, Desk.com, etc.
  • Ability to travel minimally required, up to 25%.

Nice to Have


  • Advanced degree in a related field
  • Experience interfacing with external software design and development vendors
  • Familiarity with or proficiency in programming language(s)
  • Understanding of databases and SQL

Qualities and Values


  • Results oriented
  • Drive to excellence
  • Strong sense of ownership and accountability
  • Team player
  • Winning attitude

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