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Enterprise Customer Success Manager

3 months ago

Boston, United States Akeneo Full time

Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM); creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere. Akeneo empowers business leaders with software, education, and an engaged community all focused on the practice of product experience management.
At Akeneo, our teammates are the driving force behind who we are and where we want to go as a company. We work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers and Inclusive Community Our Purple Fire isn't just a set of values; it's our unique way of igniting passion and driving excellence. Bold and fun, with a hint of the unexpected - it is the essence of who we are. We want our people to help us grow and to grow with us, and that's why we do whatever it takes to equip our employees with everything they may need to make a tangible impact on themselves, the business and the company. Let our intrepid three-headed mascot #ZiggyTheHydra welcome you into her world and join us at Akeneo Learn more about who we are as an employer and about our Culture and Values via our Career page .
Job description
The Enterprise Customer Success Manager (CSM) is a key role within the Customer Success organization, helping our most valued customers achieve their goals by optimizing the use of our products and services. As a CSM at Akeneo, you will manage a portfolio of strategic accounts, providing a direct impact on revenue and a strong contribution to Akeneo's customer-first objective. You will guide customers on their post-implementation journey. You will ensure they have a positive experience, maintain engagement with Akeneo over time and you will show them how to attain more value and a clear ROI.
Key responsibilities

  • Create prescriptive and customized success plans to help customers define, measure, and achieve success using Akeneo's solutions.
  • Drive adoption of our software and create opportunities for expansion.
  • Engage with customers in insightful ways, including delivering personalized, action-focused business reviews.
  • Build strong relationships with key contacts at customer accounts, including C-level executives across both the business and IT.
  • Contribute to the Akeneo's customer success framework for customer lifecycle management, developing strong client relationships, monitoring customer health, and creating tangible benefits and value for customers.
  • Achieve retention and growth targets by closing client renewals; discovering and managing upsell and cross-sell opportunities.
  • Understand the signs of risk and proactively identify it. Capable of devising strategies to mitigate risk and executing defined action plans.
  • Collaborate with the Akeneo Professional Services team and Solution Integrators to ensure a successful deployment of Akeneo.


Qualifications

  • You have 5+ years of experience in a Customer Success, Account Management or hybrid role in a SaaS company.
  • You have managed a pipeline which includes upselling and renewal opportunities.
  • You have consistently achieved targets for upselling and cross-selling accounts.
  • You have experience delivering presentations to a wide range of audiences, including C-level executives, IT and business contacts.
  • You have experience creating lasting trusted relationships with customer contacts in different roles up to the C-level.
  • You are passionate about customers and helping them drive value through adoption of technology.
  • Your empathy, service skills, and adaptability allow you to quickly build relationships with clients of various sizes in various sectors.
  • You understand the role of professional services and solution integrators to stand up enterprise software.
  • Demonstrated ability to collaborate effectively with cross-functional teams to achieve joint goals.
  • Helpful if you have experience in product data management or e-commerce, but not required.
  • Travel requirements up to 20%.
  • Experience with the following hardware/software (or similar):
    • Apple Macbook
    • Slack
    • Salesforce
    • Google Workspace


Life at Akeneo
Culture
Diverse, cross-cultural team.
Annual All Staff gathering week, office parties, team offsites
Top-notch 8-week onboarding program for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company
Benefits
Get the basics right with a competitive package, generous Paid Time Off (5 weeks) and complementary health insurance
Time off
Flexible working hours and hybrid setup (up to 3-4 days per week working from home)
Take the time you need to welcome a new family member with 16 weeks of maternity leave (30 days if you are the second parent)
️ Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year
Health & Wellness
Individual and confidential coaching sessions with a mental health practitioner of your choice
Plan your retirement with ease thanks to our 401k with company matching
Equipment
Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...
Choose between MacOS or Linux
Personal remote allowance to maximize your home office environment
Professional Development
Participation in in-house events welcoming external guests (ie. Meetups) or industry events
A $1,000 learning budget per employee per year.
Corporate Responsibility
Employee Volunteering program: give back to the community with two days per year dedicated to supporting the charities of your choice.
Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.
Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself
Interview process

  • Say hi If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you'll learn more about the role and about Akeneo.
  • Meet your future manager This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
  • Meet the team Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
  • Sign your offer


At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.
So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay
Feeling hesitant because you think you're not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don't hesitate to apply anyway, or reach out to us for questions or clarifications