Company Description|Job Description
As the most adopted digital experimentation software platform, Optimizely is enabling the world's largest brands turn their data into best-in-class customer experiences. The platform's ease of use & speed of deployment empowers organizations to create & run experiments that help them make better data-driven decisions, allowing businesses to dramatically drive up the value of their digital products. Headquartered in downtown San Francisco with offices in New York, Austin, Amsterdam, London, Cologne, Munich & Sydney, we have grown from an easy-to-use A/B testing product into a premier test & learn platform.
The Customer Success team is Optimizely's secret weapon. As a team, we provide expertise to help our customers fully leverage the Optimizely platform as well as strategic guidance to help them test in intelligent & insightful ways. In every interaction, we put our customers first & strive to exceed every expectation. Our ultimate goal is to deliver that wow experience that turns clients into Optimizely evangelists, & customers for life.
As Optimizely continues to move up-market, customer expectations are changing. By leveraging real-world industry experience, our Customer Success Team partners with our customers to address all of their relationship, training, project management, program direction, & other success needs.
What you'll do
Work with a portfolio of (mostly) Enterprise customers to drive product adoption, renewal & customer satisfaction by bringing value to your customers every day
Partner with customers to understand their current & future business goals & challenges & translate that into people, product & process strategies
Empower customers to connect their goals & challenges with solutions in our platform while increasing usage & adoption
Communicate the value of these solutions to their team & executives
Partner with internal account team (e.g. sales, services, support, & marketing) to design & account plans for your customers
Lead customer meetings (with Executive presence), including business reviews & program maturity assessments.
Preemptively spot patterns to improve the organizational usage & adoption of the Optimizely platform
Engage with Optimizely's product & engineering teams to translate customer feedback into product requirements
Spread & scale learnings, operational efficiencies, & industry insights across Customer Success & the broader Optimizely organization
- 5+ years of consulting or professional services experience. (Alternatively, you have been an active part of running an experimentation program for 3+ years)
You are on top of industry news, technology products, platforms & partners to ensure you provide & maintain a deep industry & ecosystem expertise
You have world class presentation skills; feel comfortable leading presentations or demos of our platform to large groups including executive stakeholders & booth technical & non-technical
You can tie business problems to technical solutions, understand technology & are able to derive valuable insights from data
You leverage customer empathy to easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people
You are able to personally deliver a customer onboarding program & guide strategic roll-outs
You are able to travel (regionally) up to 40% of the time to visit customers as well as to our EMEA headquarters in Amsterdam
You know how to build trust & communicate effectively with C-Suite, VP, & Director-level contacts, along with day-to-day users of the software
You are comfortable & enjoy taking accountability for your portfolio's performance
At Optimizely, we offer a wide array of benefits & perks to help our employees strike just the right balance between work time & personal time. We're all about optimizing productivity by maximizing joy.
Lunch allowance & a wide array of in-office snacks
Competitive vacation policy
Private health insurance, including dental & vision
Quarterly wellness subsidy
Pre IPO stock options
17 weeks full paid parental leave for new parents
Top-of-the-line MacBook laptop
Working with a great team, in an amazing office & having a huge impact!
We embody inclusion, which is reflected in our company values where we embrace diversity & equal opportunities for everyone.