Job Summary

We're looking for someone who is passionate about making customers successful (through effective use of technology). In this role you will get to know prospects and support the Account Executive in turning prospects into customers.  You'll manage customers through implementation and continue to work with them on an account team that includes an Account Executive.  You will help positively impact our prospect and customer's experience- from presales support & implementation, through the life of our customers.  We’re looking for someone who is highly effective at building relationships and managing priorities, tasks/schedules, all while supporting customers with the highest level of professionalism. Someone who is technically savvy and who is that rarity that can speak the technical language yet ensure the most positive experience during customer implementations and ongoing customer support (whatever it takes). This role is critical to the success of our customers and to Mashery.  Our experience has been that the Client Services Manager becomes one of our customer’s favorite people as a result of the positive relationships they build and the expertise in product support they provide.

We are looking for someone who wants to be part of a fast paced early stage company and enjoys the multitasking between pre and post sales customer management. We have a lot of new customers and prospective customers that need guidance in understanding our product and we’re looking for the right professional services team member to help make this happen.

Join our Team

Mashery is changing the way companies use, manage, and monetize their web services (API’s). As the first company to offer on demand API infrastructure, we provide companies with a unique combination including security, usage, access management, tracking, metrics, performance optimization, and developer community tools.  We've been called  “One of the coolest companies you’ve probably never heard of” by ReadWriteWeb
and named “One of Ten Web Startups to Watch” by Technology Review.  We have fantastic customers, including MTV Networks, Netflix, The New York Times, Best Buy, etsy and Reuters.  We have more than 70 customers and been in business for 3 years. We're backed by a group of successful and influential investors.  Great location just off Union Square in Downtown San Francisco.

Job Details & Skills you’ll need to succeed

• Become a technical expert on Mashery product offerings and act as the technical resource in the sales process.
• Take a “hands on” approach in managing assigned customer implementations while ensuring responding to customers with the highest level of professionalism.
• Be the expert on your assigned customer accounts; understand how they use our services, why they use our services, and the overall value proposition.
• Strong customer skills and project management skills, ensuring customer satisfaction and retention.
• Must communicate effectively with a diverse customer audience, including C-level executives, sales, and technical staff.
• Strong troubleshooting skills and the ability to problem solve complex technical issues.
• Research, address, track, and close the loop on all technical and customer related issues.
• Ability to prioritize and handle multiple clients and multiple technical issues in a timely and professional manner
• Share feedback and make suggestions with both engineering and product management teams to help improve future product functionality, user experience and customer satisfaction, yet understand the balance between current priorities in growing our customer base.
• Genuine interest in helping people daily, while not letting issues frustrate you.
• Flexible, with a “can do” attitude, someone that works well as a team with all types of engineering, PM, sales & marketing professionals for the good of the customer.

Background/Requirements

• 4+ years in a Professional Services, Sales Engineering, Implementation, or technical Customer Service role
• SaaS experience preferred
• Strong Project Management experience
• Excellent email and phone etiquette skills including innate attention to correct grammar and spelling
• Conversant in common HTTP Web Services protocols, including XML-RPC, SOAP and REST, and the pros and cons of each
• Strong understanding of shared hosting environments and SSL certificates

Additional Desired Traits/Skills

• You understand that we’re a business–supporting new and current customers come first!
• You can dig in and be hands on in learning the product – we’re a small team, and no one will have time to hold your hand. There’s a lot to figure out, so being naturally curious about things will be very helpful.
• You are the kind of person who customers and colleagues genuinely enjoy working with.
• Innate understanding of importance of customer satisfaction and retention.
• You can effectively balance customer’s needs with our internal roadmap & timelines.
• You communicate effectively both internally and externally and adjust to a diverse audience, including developers, sales, execs, etc.
• You have the confidence to express your opinions and advocate for ideas that are unconventional or even unpopular, but the maturity and professionalism to do a great job regardless of whether you agree with the ultimate decision.

We prohibit discrimination of any person employed by or seeking employment with Mashery, Inc. on the basis of race, religion, color, national origin, sex, age, marital status, physical or mental disability, medical condition, veteran status, or any other factor determined to be unlawful by federal, state or local statutes.