Strategic Enterprise Customer Success Manager
2 weeks ago
Location:
Remote
Department:
Account Management/Customer Success
As a Strategic Enterprise Customer Success Manager, you will serve as a vital partner to key strategic clients, guiding them to achieve success with our platform and ensuring they derive maximum value from our solutions throughout their engagement.
Your responsibilities will include comprehending client needs, facilitating the onboarding of new clients, delivering product training, promoting adoption and retention, and ensuring ongoing satisfaction.
You will collaborate with our clients' executive teams, as well as our internal program counterparts, to foster a successful partnership.
This role involves working with various stakeholders across the organization, including Sales, Support, Marketing, Product, Engineering, and Finance.Key Responsibilities:
Oversee all post-sales activities for Enterprise clients through effective relationship management, product expertise, strategic planning, and execution
Manage intricate integration processes and relationships with each Enterprise client; cultivate key relationships and execute within client subteams (Finance, HR, etc.)
Establish a trusted advisor relationship with clients (C-suite) to ensure alignment of business strategies and identification of success metrics
Collaborate closely with your Account Executive counterpart to formulate a joint success strategy for your clients
Continuously evaluate "health checks" for your clients to enhance satisfaction, adoption, retention, and minimize churn
Act as the 'voice of the client' and provide internal insights on how we can better serve them to maximize value and retention
Maintain an in-depth understanding of our product and engage with clients regarding the most pertinent features and functionalities for their specific needs
Enhance client retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews
Work closely with Product and Engineering to identify and track enhancement requests
Address escalations and collaborate across teams to resolve issues
Refine our existing strategies for client engagement and account management by leveraging our Customer Success platform
Qualifications:
5+ years of experience in Enterprise Customer Success Management
Exceptional project management and organizational skills in a high-pressure environment, working with high-value clients
Ability to prioritize tasks and initiatives in a fast-paced setting, as well as solve problems effectively
Meticulous attention to detail is essential
High-energy, proactive individual with innovative ideas who takes initiative to drive results
Bachelor's degree preferred or equivalent professional experience
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