Lead Customer Success Manager

4 weeks ago


Dallas, United States Acqueon Full time

Who We Are Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty. At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences. As a Customer Success Manager in Acqueon you will…. Deliver on, and communicate the value associated with their investment in Acqueon Influence customer lifetime value through higher product adoption, customer satisfaction and overall CSAT scores Manage an enterprise book of customers, responsible for revenue retention & growth Prepare, implement and execute Strategic Account plans and update at set cadence Build relationships with senior stakeholders and manage account planning, drive continuous engagement, adoption, and value of the product for customers based in North America region Be the trusted partner for the customer on the use-case and product functionality Quarterback experiences by working with various cross-functional teams at Acqueon, on behalf of the customer Drive new business growth through greater advocacy and reference-ability Increase renewal rates and track accounts to identify churn risk and work proactively to eliminate risk Create cadence for review within the team Expose a subset of metrics to the executive & leadership team Maintain customer satisfaction by providing problem-solving resources Resolve customers’ questions and problems Demonstrate technical “show and tell” skills with an emphasis on product/platform education Prepare and complete action plans Complete health check audits Identify customer service trends and determine system improvements Determine customer service requirements by maintaining contact with customers and identifying operational environments Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results Manage processes & process improvement As a Customer Success Manager in Acqueon you will need…. 7+ years working with B2B SaaS enterprise customers in a CSM/Customer facing capacity is a must Self-driven, proactive in nature & successfully managed and worked with enterprise level customers Strength in multi-tasking, prioritization, attention to detail, and organization Excellent team-player who gives ideas to improve processes Patient and active listener Ability to manage influence through persuasion, negotiation, and consensus-building Take ownership of the relationship post sales and grow the customer Champion the product and be an evangelist Strong empathy for customers Experience in working with complex, multi-divisional, multi-geographical customers Strong leadership skills – Enthusiastic, Creative and ability to inspire others Impressive executive presence and communication and presentation skills Ability to create structure in ambiguous situations and design effective processes Bias for action Passion for technology and for being a part of a fast-growing SaaS company Experience working with cross-functional teams (e.g. Sales, Product, Engineering, Services) Analytical and process-oriented mind-set Demonstrated desire for continuous learning and improvement Relevant Bachelor’s degree; preference for computer science or related degrees Strong decision-making skills Ability to work in the US and European time zone This is an excellent opportunity for those seeking to continue to build upon their existing skills. The right individual will be self-motivated and a creative problem solver. You should possess the ability to seek out the correct information efficiently through individual efforts and with the team. By joining the Acqueon team, you can enjoy the benefits of working for one of the industry’s fastest growing and highly respected technology companies. If you, or someone you know, would be a great fit for us we would love to hear from you today Use the form to apply today or submit your resume. #J-18808-Ljbffr


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