Enterprise Customer Success Manager

4 weeks ago

Stamford, Connecticut, United States Bizzabo Full time
Job Description

The Enterprise Customer Success Manager will be responsible for building and maintaining relationships with Bizzabo customers supporting a range of use cases across their book of business.

This is an exciting and dynamic role that will help build relationships with customers and fuel event success, retention, growth, renewals, and advocacy.

The ideal candidate will have customer-facing SaaS customer success, account management, or tech consultant experience, and is excited about being a master strategic consultant and having expert knowledge of the events industry.

Bizzabo's Event Experience Operating System is a modern, intuitive platform used by the world's leading organizations to deliver immersive experiences and events at scale.

The Enterprise Customer Success Manager is a strategic, customer-centric, and results-driven individual who is ambitious, experienced, and interested in mastering strategic relationships with their customers.

Key Responsibilities
  • Be the primary point of contact and advocate within our segment of Enterprise customers, proactively owning and managing a book of business of 20-40 accounts.
  • Become an expert on the Bizzabo product and offerings & have an interest in knowing all aspects of the corporate event landscape.
  • Develop and maintain strong customer relationships with our largest and most strategic customers who have multiple types of use cases within your book of business.
  • Onboard new customers in partnership with the Project Management team, acting as the main point of contact, supporting the primary or first event hosted on the Bizzabo platform.
  • Collaborate with customers to build and execute event success plans, educating customers on Bizzabo best practices, driving adoption and growth.
  • Lead customer strategy calls, demos, and services scoping calls to aid in providing an exceptional customer experience for major events within your book of business.
  • Identifying critical needs of customers and mapping appropriate resources cross-functionally including Product Management, Account Management, Solutions & Sales Engineering, Support, Professional Services, Partners, and more.
  • Be an advocate for customer feature requests and work cross-functionally with the Product team to help move projects forward and inform the product roadmap.
  • Manage the success of accounts by driving incremental value and return on the customer's investment; supporting major event milestones in order to secure the renewal.
  • Partner closely with the Account Management team and other internal stakeholders to provide input into account planning and drive growth within your book of business.
  • Play a contributing role with internal projects (on an as needed basis) to improve and scale the customer success function within Bizzabo.
  • Monitor and report on analytics, metrics, and KPIs for your portfolio.
  • Conduct business reviews, in partnership with the Account Management team, and proactively suggest solutions to common customer concerns.
  • Create long lasting relationships with your book of business and customer points of contact to drive positive reviews, references, testimonials, case studies, and other advocacy leads.
  • Contribute to the team hitting retention, CSAT, and advocacy targets.
Requirements
  • You have a minimum 5 years experience in Customer Success, Account Management, Project Management, or tech consulting within a SaaS organization, ideally managing customers with a variety of complex use cases.
  • You have the ability to thrive in a dynamic and fast-paced environment.
  • You have excellent written and verbal communication skills; your communication will be 20% written and 80% conversational in this role.
  • You are highly organized and detail-oriented, capable of balancing multiple priorities across a high-volume book of clients.
  • You have excellent, clear, consistent, and effective communication skills over email and on the phone both externally with customers and internally within the organization.
  • You can build trust and rapport within the customer success team and overall organization.
  • You have great presentation skills and have incredible business and technical acumen; being able to strategize, share, and execute on complex technical problems.
  • You are able to articulate the importance and value of Bizzabo to Event and Marketing executives.
  • You have a proactive interest to increase customer satisfaction and deepen customer relationships.
  • You consistently meet and exceed quarterly goals and team metrics.
  • You possess a customer-centric mindset to prioritize customer needs and manage their expectations.
  • You have a collaborative spirit and are open to testing new ideas, questioning existing processes and strategies, and listening to all members of the team to develop the best solutions for your customers.
  • You have outstanding cross-team coordination, collaboration, and project management skills.
  • You have strong organizational skills and the ability to maintain accuracy and meet deadlines in a high-volume, fast-paced environment.
  • You care deeply about customers and have strong technical and business acumen. You go the extra mile and can juggle conflicting priorities, both with your customers and with internal projects.
  • Your interests include event planning, marketing strategy, digital marketing, technology, and relationship building.
  • You have fluency in Google Drive products and Apple iOS.

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