Customer Success Leader NetBase Solutions

Do you want to be at the forefront of how the best companies in the world innovate

NetBase is the insight discovery company. Were a well-funded, fast-growing start-up that has already acquired an impressive roster of top-tier Fortune 500 clients. We develop and market a next-generation SaaS solution that combines search and text analytics to help business users answer complex questions faster, more accurately, and with greater confidence because it finds and extracts the most relevant information from billions of public and private sources of online content. Our advanced semantic search technology combines with patent-pending lenses to focus each search and intelligently guide each user to highly relevant answers.

NetBase solutions assist market researchers at Fortune 1,000 companies with netnography and social media understanding, and enable science, technology and medical (STM) publishers to make searches of their proprietary content much faster and more productive, thereby increasing the value of their content. Five of the top ten consumer packaged goods companies, including Procter & Gamble, and two of the top three STM publishers, including Elsevier, use NetBase to find answers faster.

Based in the heart of Silicon Valley and privately held, NetBase offers a family-friendly, flexible, engineer-centric working environment that values open communication and emphasizes results over process.
Benefits of working at NetBase include:

Generous cash and equity compensation
Mac, Windows, or Linux laptop of your choice
Medical / Dental insurance and 401k plan
Colleagues who are some of the smartest engineers and tech entrepreneurs
Open, collaborative environment
Opportunity to work with what our Fortune 100 customers say is the best, most-scalable natural language platform in existence

The Role:

You will join the Customer Success Team, which owns our customer relationships and ensures their success with NetBase. Our products and services are successful in part because our tools are very effective and smarter and faster than alternatives on the market, but also because of our commitment to providing an exceptional customer experience. This is where you will come in.

In this position you will provide account management, training, coaching and expertise to our clients to drive high impact ROI from NetBase products and services. Unlike similar roles in other companies, you will focus solely on customer success to ensure on-going, and growing relationships with all of our customers. In the process you will develop expertise in a new breed of social media understanding -- smart companies know that semantic social media understanding is the wave of the future, and NetBase is riding the crest of that wave.

The Customer Success Team is motivated by customer retention, providing business solutions and identifying opportunities for customers to extend the use of NetBase products and services to help achieve maximum benefits. You will be working directly with a wide variety of corporate and market research firms at some of the most innovative companies in the world, helping them to get the most value and extend their usage of NetBase products throughout their organization.

You will respond to questions, concerns, and issues raised by customers, and take a proactive approach to minimizing these scenarios by executing on our customer on-boarding and account management processes to ensure customer satisfaction and retention.

Specific responsibilities include:

Empowering our customers to expand their usage of NetBase, including developing and sharing best practices to drive adoption and ROI for customers through the use of NetBase products and services.
Developing and maintaining deep expertise of NetBase products and best practices to provide value to customers.
Nurturing close relationships throughout customer organizations through proactive communication.
Developing and executing customer success plans, and tracking and reporting on key metrics for customer adoption and success.
Documenting findings from customer interactions and communicating them to various teams inside NetBase. You will advocate internally for customer needs within NetBase.
Promoting an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts.
Managing the process to effectively address customer satisfaction and escalation of issues until resolved. This will include coordinating internal resources that interact with each customer.
Ensuring high customer satisfaction by surveying customers and making adjustments to increase customer satisfaction based on their feedback.

Keys to Success:

Social media savvy, technical smarts, customer skills and most importantly your passion and sense of investment in our customers' success. To excel in this role you will see beyond just ensuring that customers know how to use the tools, and envision what they should be doing to maximize their results. You also will need to be comfortable in an early stage company. We have Customer Success practices, but in many ways you and the team will be blazing new trails.

The Requirements:

To be a good fit for this opportunity you will have:

A bachelor's degree in business or technology.
3-5 years of work experience.
Experience with SaaS companies is strongly preferred.
Proven customer-facing skills.
Ability to effectively collaborate with internal teams to advocate for and represent the voice of the customer.
Exceptional analytical and problem solving skills, including the ability to figure out how things should work.
Familiarity with sales processes.
A strong entrepreneurial spirit and a passion for excellence.
Excellent relationship building and management abilities.
Solid verbal and written communication skills.
A positive, self-starter attitude and desire to exceed expectations at every opportunity.
Attention to detail, strong organizational skills, and an absolute focus on quality of work.

This role may require occasional travel to customer sites.

Location:	2087 Landings Drive Mountain View, CA 94043 United States