Remote Customer Success Manager

Summary

Join Akoya, a cutting-edge API-based network revolutionizing financial data access, as a Customer Success Manager. You will be responsible for growing our ecosystem, ensuring customer success, and driving product adoption. Working remotely, you will collaborate with various teams, manage customer portfolios, and analyze user feedback to improve the platform. This role requires experience in SaaS and API integrations, strong communication skills, and a passion for customer success. Akoya values diverse experiences and encourages applications from individuals with alternative backgrounds. The position is remote but limited to specific states.

Requirements

• 2+ years driving customer onboarding of SaaS and/or API integrations
• Experience supporting a portfolio of partners leveraging API based platforms as the means to deliver data, critical for an engaging and secure end user experience
• The drive to do what it takes to make your product and team a success, whether that means hunting down the root cause of a partner’s frustration or advocating on their behalf for a solution
• Beyond just onboarding new partners, you obsess about continuous process improvement for more efficient workflows and optimized support channels
• Energetic with good social and communication skills to be a key member of a small team
• The ability to work alone or as part of a team, maintaining a low ego with a sense of urgency
• Proven ability to prioritize and execute tasks that lead to a successful customer experience
• Familiarity with enterprise software and/or hands on software development and delivery experience with an interest in connectivity solutions (integration, API management, and related SDLC is a plus)
• Basic understanding of network protocols (e.g., oAuth and Open ID Connect) and common data exchange formats (e.g. JSON, XML)

Responsibilities

• Overseeing and managing a healthy portfolio of customers through all steps of joining and being an active participant in the Akoya Data Access Network
• Be accountable for driving adoption and increase of revenue through driving adopting and expanding use cases
• Analyzing user feedback, user behavior (quantitative and qualitative), competitors, and market trends
• Providing sought after opinions and input internally and externally about the product line based on customers’ product and data needs
• Delivering success through partner growth as measured by customer onboarding, migrating end users and continued usage of the network as demonstrated through increased activity
• Being the trusted, go to resource for your customers for support, technical and business issues and be able to tap the right colleagues to get a problem solved in a timely and efficient manner

Preferred Qualifications

• A background or keen interest in financial services or technology, with a passion for investor protection or innovation in the fintech space
• 3-5+ years of consultant, account management, customer success, or sales experience
• Experience unblocking relationships and turning detractors into advocates
• Ability to navigate sophisticated organizations to accelerate product adoption, influence collaboration, and evangelize opportunities for growth
• Strong presentation skills and extreme attention to detail
• Self-motivated, conscientious of customer needs, and improving customer relationships
• Effective communicator in stressful situations
• Escalate issues and risks to executive management for timely resolution
• Self-motivated, conscientious of customer needs, and improving customer relationship

Benefits

• Remote work
• $110,000 — $150,000 USD Hiring Range