Principal Customer Engagement Manager

2 months ago

New York, New York, United States Optimize Partners Full time

About Optimize Partners: Optimize Partners is a dynamic B2B SaaS organization dedicated to enhancing business processes through innovative software solutions. We are on the lookout for a Senior Customer Success Manager to become an integral part of our team.

Position Overview: As a Senior Customer Success Manager, you will play a pivotal role in ensuring our enterprise clients derive maximum value from our offerings.

Key Responsibilities:
  • Collaborate closely with a designated group of high-profile enterprise clients to ensure they realize substantial benefits from our software solutions.
  • Develop a comprehensive understanding of client goals and requirements to facilitate optimal platform utilization.
  • Design strategic roadmaps and change management initiatives to promote user engagement and enhance business processes.
  • Build and nurture robust relationships with key stakeholders, including senior executives.
  • Serve as the primary contact for addressing customer inquiries and resolving issues in a timely manner.
  • Prioritize customer satisfaction and retention, striving for excellence in service delivery.
  • Act as a representative of our brand, identifying potential growth avenues within existing accounts and partnering with the sales team for upselling opportunities.
  • Track and analyze customer health metrics and usage patterns.
  • Collaborate with service teams to facilitate the onboarding of new clients.
  • Provide guidance and training to new members of the Customer Success team.
Qualifications:
  • A minimum of 5 years of experience in Customer Success, consulting, or account management within a SaaS environment.
  • A proven history of fostering customer engagement and achieving high adoption levels.
  • A bachelor's degree in business administration, engineering, computer science, or a related discipline; a master's degree is preferred.
  • Demonstrated ability to cultivate relationships with both internal and external stakeholders.
  • A positive mindset, self-driven, and committed to ensuring customer success.
  • Experience in driving business transformation and process enhancement initiatives is advantageous.
  • Skilled in leading executive-level meetings and workshops.
Benefits:
  • Comprehensive Health, Vision, and Dental Insurance.
  • 401(k) retirement savings plan with employer matching.
  • Generous Paid Time Off policy.

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