Customer Success Manager

Job Description

Responsibilities

• Provide strategic guidance to drive forward your account’s priorities and business goals
• Ownership and accountability for ensuring customer growth, customer satisfaction and contract renewals within the assigned customer portfolio
• Develop strong relationships with all key decision makers and influencers, including executive sponsors and partner contacts at various levels
• Identify, influence, develop, and realize new opportunities for expanding your customer’s business volume
• Translate results into actionable strategic and commercial outcomes
• Uncover any risk that threatens your customer’s growth, satisfaction, or renewal; conceive and execute mitigation plans for all risks
• Choreograph other domain experts to deliver the outcomes of the account plan you are responsible for building and maintaining for each account
• Collaborate effectively with internal and external colleagues to build a best-in-class customer experience with the goal of making every customer a promoter of and a customer for life
• Take ownership of all direct communication and resolve escalations
• Listen to customers carefully and truly understand customers’ strategic priorities, KPIs, growth initiatives, key business issues and opportunities in order to deliver business- impactful results
• Ensure increasing user adoption of platform by implementing best practices and implementation of the continuously evolving product suite and providing technical guidance on product optimization
• Serve as the liaison between product management and the customer with a focus on feature collaboration and communicating the roadmap

Experience & Skills

• 5-10+ years of experience in account management, solution engineering or client services in the context of enterprise technology, managing multi-million dollar portfolios of recurring revenue
• Loves problem solving and facing challenges head-on
• Self-starter with desire to exceed client expectations
• Outstanding oral and written communication skills
• Inspiring presentation and public speaking experience (executive level audience)
• Impeccable attention to detail, highly organized, with an absolute focus on quality of work
• Ability communicate value add at all levels internally and externally
• Ability to recognize areas of risk and mitigate as needed
• Program Management: ability to develop, implement, monitor, and drive account plans; manage a portfolio of multiple projects running simultaneously; manage accounts in “steady state” or “maintenance mode”
• Project Management: Ability to lead complex projects including planning, data analytics, change management, QA, escalation management, and ongoing support
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
• Strong management and business skills required, along with a proven multi-year track record of developing deep relationships with VP-level and Director-level executives
• Proven multi-year track record of identifying incremental business for your account
• Ability to work independently and as part of team
• Demonstrated experience of seamlessly transitioning between conversations with C-Level execs, technical leadership, program managers and industry level business conversations
• Success working in a fast-paced, high-growth company

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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