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Senior Enterprise Customer Success Manager
3 months ago
As a Senior Enterprise Customer Success Manager (CSM), you manage the ongoing success of a portfolio of Signifyd's large, enterprise customers. You will work cross-functionally with multiple teams to ensure alignment with customer objectives. You will build out a strategic view of your accounts to ensure long-term success. As a trusted business advisor for your assigned customers, you will help engage with your customers to ensure platform usage, track key success metrics/outcomes, and conduct periodic account reviews. You will report to the VP, Enterprise Customer Success.
Responsibilities :
Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention of a portfolio of assigned clients
Project manage customer onboarding process to successful deployment by leading and coordinating internal and external activities
Work extensively with various cross-functional teams in order to orchestrate service infrastructure around client needs
Identify and successfully close renewals and expansion opportunities within your book of business
Have full ownership of commercial activities such as opportunity management and contract workflows.
Understand your customers’ pain points, initiatives and business goals and identify how Signifyd can partner to achieve their goals
Use knowledge of the Signifyd platform to advise on best practices around product usage with end-users
Develop collateral and conduct regular business reviews with client executive teams
Ensure swift resolution of account issues by using resources from cross-functional teams
Provide executive oversight and client communication
Work with Marketing to identify and convert successful customers into advocates
Embody Signifyd values and serve as a role model for other team members
Requirements for the position :
5+ years of Customer Success Management or Account Management
Ability to travel when necessary
Proficiency in Salesforce, JIRA, Excel and G-Suite is required
Proficiency in BI tools such as Looker is a plus
Requirement to occasionally be working on Fridays to support the 4-day workweek for the Customer Success team. Primary work will be responding to any customer escalations that arise that Customer Support cannot resolve.
Proven customer management experience with Enterprise accounts
Proven track record of managing complex projects
An analytical and metrics-driven workstyle
Ability to analyze complex situations, develop associated action plans and lead teams to achieve goals
Creative, driven, resourceful, detail-oriented, and highly organized
Excellent communication and presentation skills
Self-starter who excels under ambiguity in a fast-paced, deadline-oriented environment
Passion for e-commerce and new technology
Background in e-commerce, payments, fraud or data science is preferred
In 30 days:
You will complete essential training for your role (e-learning and live sessions)
You will be assigned your book of business
You will conduct handover sessions for your accounts
You will gain operational proficiency around Signifyd’s tech stack
In 60 days:
You will fully familiarize yourself with your book of business and meet your customers
You will establish account plans for your accounts
You will familiarize yourself with internal operational processes and workflows
You will start to lead internal meetings, projects and conversations related to your accounts
You will be able to to conduct a business review with a client
You will continue your training on various aspects of the role (both e-learning and live sessions your onboarding buddy and/or Line Manager)
And at 90 days:
You will have build a full strategic view for your accounts including identification any opportunities or risks
You will fully complete all your training related to your role
You will gain operational proficiency within Signifyd cross-functional structure and will have a clear understanding of how to drive projects forward and resolve issues.
You will lead all internal and external engagement related to your accounts
Benefits in our US offices:
Discretionary Time Off Policy (Unlimited)
401K Match
Stock Options
Annual Performance Bonus or Commissions
Paid Parental Leave (12 weeks)
On-Demand Therapy for all employees & their dependents
Dedicated learning budget through Learnerbly
Health Insurance
Dental Insurance
Vision Insurance
Flexible Spending Account (FSA)
Short Term and Long Term Disability Insurance
Life Insurance
Company Social Events
Signifyd Swag
We want to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
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