Principal Customer Success Manager

3 weeks ago

San Francisco, United States Evisort Full time
The Role:

As a Principal Customer Success Manager at Evisort, you will be working with our largest accounts, focused on accelerating digital and transformational contract management and intelligent analytics, and ensuring high user adoption and usage across their organization. In this role, you will also be responsible for providing guidance and direction to internal team members working on the account, as well as developing growth and retention strategies leading to renewals, upsells, and expansion.

Additionally, this position oversees aspects of change readiness, deployment strategies, and influencing customer initiatives, enabling global enterprise customers to drive transformational change across business domains and processes. This role requires strategic thinking, leadership skills, critical thinking, and problem-solving to deliver solutions that enable and accelerate the customer and its organization forward to achieve their goals. Additionally, this position will work closely with Sales and Account Managers, Client Solutions and Implementation, Data Science, Product teams, and senior leadership to deliver the desired solution.

To be effective, this role will provide strategic leadership and execution with all teams engaged, including third-party partners, and will assess and drive user adoption and usage, business engagement, and mitigate complex risks and issues that may arise. Executive presence is a must, as the PCSM will also work closely with internal and external senior and executive leaders.

What You'll Do:
    • Serving as leadership support and/or primary contact for the primary stakeholder or buyer during the onboarding of new global enterprise customers, working with Solution Implementation and Training teams to ensure superior onboarding, and be able to deliver exceptional post-go-live customer support (non-technical)
    • Collaborate with necessary team members setting up or configure our software platform to ensure it delivers on the desired business outcomes
    • Collaborate closely with Account Director/Executive, Solutions, and senior leadership, as necessary to develop actionable strategic plans to secure renewals, upsells, and support the execution of the expansion opportunities
    • Communicate with the client and their stakeholders about their goals and objectives, use cases, adoption trends, sentiment, and mining opportunities for a deeper engagement
    • Identify customer's product value through functionality (ROI/Value proposition or benefit key metrics)
    • Provide overall direction and support to the customer on their business objectives and needs; while communicating best practices; analyzing results; and adapting approaches and tactics, as required
    • Represent the voice of the customer and their stakeholders to provide input into Evisort's core product, marketing, and sales process
    • Build solid relationships with the business point of contract and other business stakeholders (s), as required.
Skills/Qualifications: (Critical Skills in Bold)
    • 12+ years of experience in Customer Success, Relationship Management, and/or Account Management, preferably in large enterprise accounts
    • 8+ years of experience in working with the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, upsells, and account management)
    • Exceptional project management, communication skills, highly organized, and customer intuitive
    • Highly collaborative with a team-first mindset; can work effortlessly and effectively across all departments
    • Strong generalist with the ability to wear many hats and move quickly in a dynamic environment
    • Contracts Management or Legal experience a plus
    • Empathetic, positive attitude with a desire to help our customers reach their goals
    • SAAS experience, not necessary, but preferred
    • BA/BS degree or higher from an accredited university

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