Enterprise Customer Success Manager

4 days ago

Austin, Texas, United States AlertMedia Full time

About the Role:

As a Manager within the Enterprise Customer Success team at AlertMedia, you will play a pivotal role in driving customer satisfaction, retention, and overall company growth. Reporting directly to the Director of Enterprise Customer Success, you will lead and mentor a team of Enterprise Customer Success Managers (CSMs) to ensure they excel in their roles and contribute to the success of our customers.

Key Responsibilities:

  • Collaborate with Director, Enterprise and Enterprise Customer Success Managers to develop and execute strategies that drive customer adoption, retention, and expansion of AlertMedia's solutions.
  • Lead efforts to meet company retention goals by identifying risks, providing solutions to prevent churn, and implementing initiatives to enhance customer satisfaction.
  • Proactively identify revenue-generating opportunities and work closely with cross-functional teams to execute initiatives.
  • Foster strong relationships with stakeholders across departments to gather feedback and insights for continuous improvement.
  • Take ownership of accurate forecasting and bandwidth management processes to ensure optimal team performance.
  • Regularly engage with customers to establish and strengthen relationships with senior leaders within their organizations.
  • Conduct regular career development discussions with direct reports and provide support for their professional growth.
  • Manage customer escalations effectively, ensuring timely resolution and maintaining customer satisfaction.

Requirements:

  • Demonstrated success as an Enterprise CSM preferably for 1-3 years and minimum of 4 years within SaaS industry in a customer-facing role.
  • Results-oriented leader with a hands-on approach and a passion for driving success.
  • Compassionate manager dedicated to attracting, developing, and retaining exceptional talent.
  • Strong interpersonal skills with a collaborative mindset, coupled with the ability to listen, coach, and implement new ideas effectively.
  • Excellent project management abilities with a proven track record of prioritizing tasks effectively.
  • Experience with Gainsight and Salesforce is a plus.
  • Previous people management experience is a plus.

About AlertMedia:

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses-including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart-in more than 130 countries.

Why Work at AlertMedia:

  • Competitive Base Salary + Company-Wide Bonus program
  • Generous and flexible time and parental leave policies
  • Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees
  • 401K with a generous company match
  • Amazing rewards and incentives - we love celebrating each other
  • Commitment to community service with opportunities to give back
  • A Best Places to Work company 8 years in a row and numerous other national awards
  • Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
  • Ongoing career development opportunities with our Learning & Development team

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