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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.

Job Description

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

Even if you meet 60% of these qualifications, we encourage you to apply! We are looking to create a diverse & multifaceted team.

Additional Information

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

  • Commuter benefits

  • Competitive vacation policy

  • Private health insurance, including dental & vision

  • Quarterly wellness subsidy

  • Pension plan

  • Pre IPO stock options

  • 17 weeks full paid parental leave for new parents

  • Team outings

  • Community volunteering

  • 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.

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