Senior Client Success Manager for Enterprise Solutions

2 weeks ago

New York, New York, United States Updater Full time
Overview

Are you recognized as a "people person" and the go-to individual for guidance? Do you enjoy innovative thinking to enhance user engagement? If you are passionate about overseeing clients through a smooth onboarding journey, educating them on new product features, translating data into measurable success, and fostering outstanding relationships, this role is tailored for you.

Role Responsibilities

As a Senior Enterprise Client Success Manager, you will be an integral part of our MHQ Success team. Your primary responsibilities will include:
  • Onboarding top-tier clients with the HomeSafe Connect solution, ensuring a foundation for user adoption and advocacy.
  • Leading team initiatives to enhance strategies and streamline processes.
  • Creating, testing, and refining enterprise playbooks and engagement tactics.
  • Managing client relationships as a trusted advisor, consistently demonstrating our value to key stakeholders and executive sponsors.
  • Monitoring customer progress throughout their journey and identifying those needing additional support.
  • Tracking health metrics and documenting interactions using our Customer Success tools, conducting regular business reviews to celebrate achievements and uncover growth opportunities.
  • Educating clients on the Updater platform, equipping them with the necessary training and resources to empower their teams.
  • Project managing and overseeing client-specific initiatives to help them achieve their objectives.
  • Providing timely support and addressing client inquiries effectively.
  • Identifying potential account risks and developing strategies to mitigate them, collaborating with internal teams to resolve issues using Updater's resources.
  • Acting as the 'voice of the customer' to provide feedback for enhancing our services and maximizing client value.
  • Collaborating with the integrations team, organizing data, and submitting technical requests.
  • Partnering with internal departments such as Support, Product, and Training to analyze trends and create relevant training materials.
  • Becoming an expert on the platform and best practices.
  • Identifying areas for process improvement and documenting solutions to build a scalable infrastructure for our Customer Success team.
Candidate Profile

The ideal candidate will possess:
  • Empathy: The ability to understand clients' perspectives to anticipate their needs.
  • Humility: Openness to feedback and alternative approaches.
  • Strong Communication Skills: Comfort in engaging with various stakeholders, including VPs and C-level executives.
  • Adaptability: Capability to navigate uncertainty and make informed decisions with available information.
Additionally, candidates should have:
  • 5+ years of experience in Client Success and/or Account Management.
  • Experience engaging with VP and C-level executives.
  • Background in a SaaS or enterprise software environment.
Preferred Qualifications
  • Experience in technical account management.
  • Familiarity with the Real Estate sector.
  • Experience in a SaaS startup environment.
  • Knowledge of Salesforce/CRM/Gainsight.

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