Enterprise Customer Success Manager

3 weeks ago

Nashville, Tennessee, United States XOi Technologies Full time
Job Description

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 Overview

As 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.
Qualifications
  • 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.
You Are Someone Who
  • 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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