Enterprise Customer Success Manager
3 weeks ago
XOi Technologies is a leading provider of technician-first technology for commercial and residential field service companies. Our platform connects every part of the job, from the field to the office, creating a transparent and efficient experience for all stakeholders-OEMs, contractors, technicians, and customers.
Position OverviewAs an Enterprise Customer Success Manager at XOi Technologies, you will serve as both a Program Manager and Strategic Advisor for our enterprise clients. Your role is pivotal in driving product adoption, managing change, and ensuring the successful long-term outcomes of our customers.
Key Responsibilities- Develop and execute strategic plans to drive product adoption and expansion across our enterprise client base.
- Lead customers through change management processes, addressing concerns and guiding them toward the successful adoption of XOi's technology.
- Regularly interface with C-level executives and key stakeholders to discuss strategic opportunities, review progress, and ensure alignment with business objectives.
- Drive product adoption through targeted initiatives, identify expansion opportunities, and work with cross-functional teams to implement these strategies.
- Leverage your problem-solving skills to address complex technical and business challenges, using creative approaches to resolve issues and ensure customer satisfaction.
- Act as the voice of the customer within XOi, advocating for their needs and ensuring that internal teams understand and prioritize their challenges.
- Utilize KPIs to monitor customer engagement, adoption, and success, providing regular reports and insights to both customers and internal teams.
- Identify opportunities to enhance the customer success process, including refining best practices and developing new approaches to drive customer value.
- Work closely with Sales, Product, and Support teams to ensure a seamless customer experience and to facilitate the continuous improvement of our offerings.
- 4+ years of experience in Enterprise Customer Success Management, with a proven track record of managing complex, high-touch customer relationships.
- Demonstrated experience in leading customers through change management processes, particularly in a SaaS environment.
- Strong ability to engage with and influence executive-level stakeholders.
- Excellent project management skills, with the ability to manage multiple initiatives simultaneously.
- A natural problem solver who can think creatively to overcome challenges and drive customer success.
- Proficient in Salesforce and G-Suite; experience with tools like ChurnZero is a plus.
- A deep commitment to understanding customer needs and delivering exceptional service.
- Thinks critically about your business and customers, identifying weaknesses, threats, and opportunities, and taking proactive action.
- Regularly puts yourself in your customers' shoes and acts with their needs and challenges in mind.
- Is fiercely focused on driving value through data, proactive touchpoints, and crucial conversations.
- Believes in building strong relationships across the organization to drive collective success.
- Thrives in a fast-paced, high-growth environment, and adapts quickly to changing needs.
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