Customer Success Architect

Since 2008, Bitly has been committed to optimizing the link so marketers can own the customer experience. Our link management platform, Bitly Enterprise - branded links, mobile deep linking, omnichannel campaign tracking, audience intelligence - gives the world's leading brands a holistic, unbiased view into an increasingly complex digital landscape, and a powerful way to see, control and own their customer experience across the internet.

The Customer Success Architect will align Bitly’s services to the business needs and objectives of our clients. The individual will be responsible for managing customer needs both pre-sales and post-sales, all while being a true partner to the sales team to continually enable additional upsell and product adoption opportunities. The ideal candidate is a true team player and partner with a passion for delivering exceptional customer relationships and driving a top notch customer experience. A successful person in this role will possess a variety of responsibilities with a focus on onboarding, feature adoption, technical questions, and problem-solving.

* Build, maintain and nurture robust and professional relationships with all assigned accounts * Identify upsell and cross-sell opportunities with existing clients and give opportunities back to Sales team * Lead account reviews with clients to ensure proper usage of the system and maintain communication on updates / new features * Anticipate and monitor displeased accounts and ensure glitches/concerns are dealt with promptly and appropriately * Ensure smooth handover process from Sales team and communicate function of Customer Success Architect and Retention team to clients * Lead implementation success: identifying specific client needs and completing all initial on boarding and training * Expert on system functions and features to become a strategic advisor for clients, continuously driving product value and ROI * Assist in pre-sales system demonstrations and technical meetings as needed * Stay up-to-date on product releases and new features, assist in training new hires and customers * Document and communicate product feedback to the sales team

* 2-4 years of software pre-sales, post-sales and implementation experience preferably in SaaS or subscription business model * Experience working cross-departmentally (with sales, product, engineering) to serve the needs of customers * Direct experience working with/for social media management software is preferred * Demonstrated experience and a passion for the social technologies and software as service space * Ability to prioritize and manage expectations within a fast-paced environment * Excellent interpersonal skills for troubleshooting over the phone and writing skills through email * Experience using Salesforce.com is preferred * Bachelor's Degree from an accredited four-year college/university * Customer-focused mentality and enthusiasm for building strong relationships