Customer Success Manager

About Factal:

Factal is a risk intelligence and breaking news company that helps the worlds largest organizations protect people avoid disruptions and expedite disaster relief. Powered by a hybrid of advanced AI and experienced journalists Factal detects and verifies critical events like severe weather conflict and crime in real time. Trusted by many of the worlds most prominent companies and more than 250 humanitarian NGOs Factals products include a web platform mobile app and data products that are sold on an annual basis.

About this role:

Factal is seeking a full-time remote Customer Success Manager in the US to focus on customer satisfaction retention and growth. The candidate should be in the Central Time Zone ideally in the Chicago metro area.

Youll serve as the primary point of contact for key trial and member organizations training users conducting product briefings and business reviews responding to incoming customer requests and communicating with Factal team members.

Responsibilities include:

Product expertise

Youll be as knowledgeable about the Factal platform and its various integrations as anyone in the company. As you help customers succeed you will translate the lessons learned to accelerate the success of your other accounts.

Training

From onboarding to explaining new features youll be presenting Factal via video calls documentation and in person to users of all skill and familiarity levels. Factal regularly launches new features and this role is critical to educating the customer base.

Relationship-building

Customer success drives not only renewals but expansion and new business at Factal. Youll be the face of the company to decision-makers responsible for Factals progress and growth.

Problem-solving

Youll proactively resolve issues customers face whether technical editorial or user-management. You will collaborate with customers to configure a Factal environment that best suits their roles creating a customized user experience.

Advocacy

Youll provide insight and communicate customers feedback and product suggestions to internal teams including Sales Marketing Editorial and Product.

The ideal candidate will:

• Have a minimum of two years account management experience with enterprise clients
• Effectively and professionally communicate through all mediums (verbal listening written) including curating video walkthroughs for members and leading in-person meetings
• Ability to develop solutions to challenging member problems
• Have experience asking tough questions in order to identify customer needs with the ability to effectively identify decision makers influencers end users and other key roles
• Embrace a growth mindset working to improve customer experience even when theyre satisfied with the status quo
• Know how to use CRM tools like HubSpot or Salesforce and recognize the value in recording detailed notes on customer conversations
• Be intellectually curious aware of current events and willing to embrace new technologies
• Be passionate about Factals technology and mission - to protect people from imminent harm and help those in immediate need
• Comfortable working independently in a remote setting and occasional travel

If youre a news junkie who enjoys mastering AI software tools and helping people use them in new ways this is the role for you.

More reasons to work at Factal:

• Full Medical Vision and Dental Coverage
• Basic Life Insurance Policy fully covered by Factal
• Generous PTO and Parental Leave
• 401K
• Stock Options
• Lots of dog pics

Additional details about total compensation and benefits will be provided during the hiring process.

The base pay range for this role is $65000 - $85000. Compensation is a mix of base salary bonus and stock options. Salary will be commensurate with experience.

Please note that a background check will be conducted as part of the hiring process.

Factal participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Non-discrimination:

Factal pays competitively and offers equal employment opportunities to all candidates. Factal does not discriminate in employment on the basis of race color religion sex (including pregnancy and gender identity) national origin political affiliation sexual orientation marital status disability genetic information age membership in an employee organization retaliation parental status military service or other non-merit factors.