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Senior Customer Success Director
2 months ago
Job Summary:
We are seeking a highly skilled Senior Customer Success Manager to join our North American Customer Success team at IntelligenceBank. As a key member of our team, you will be responsible for building strong relationships with our customers, driving adoption and value realization, and ensuring retention and growth across a portfolio of IntelligenceBank customers.
Key Responsibilities:
- Develop a deep understanding of the IntelligenceBank platform and its capabilities to provide expert guidance to customers.
- Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio, identifying new revenue streams and growth opportunities.
- Achieve set targets with core performance KPIs that support growth and retention, ensuring a high level of customer satisfaction and loyalty.
- Become a trusted advisor to a portfolio of IntelligenceBank's customers, providing strategic guidance and support to drive business outcomes.
- Work closely with customers to define success, ensure adoption, retention, and expansion, and continuously provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform.
- Develop and execute on Account/Customer Success plans in keeping with account tier expectations, ensuring alignment with customer goals and objectives.
- Regularly engage with each customer on strategic and operations reviews, providing regular updates and insights to drive business outcomes.
- Keep customers up to date with new and soon to be released features and enhancements most relevant to them, ensuring they are always aware of the latest capabilities and opportunities.
- Oversee customer's Helpdesk/Support tickets and support if escalation is required, ensuring timely and effective resolution of customer issues.
- Maintain accurate and up to date notes, contacts, opportunities, and activities against all assigned accounts in Salesforce, ensuring seamless collaboration and communication with cross-functional teams.
- Act as a liaison between the customer and the IntelligenceBank product team to represent the customer's feedback accurately and advocate for their needs, driving product innovation and improvement.
- Identify new ways to improve our internal processes, ensuring continuous improvement and optimization of our customer success operations.
